Multi-tenant customer support

ezHelp

One desk for supporting all your customers, one portal with each customer's brand.

Agent desk Administration Demo portal
Service status Help center

The idea

Every customer has their own portal. Your team follows them all from one desk.

Multi-tenant, multilingual (Italian and English), white-label: customers see their own brand, never the provider's.

How it is built

Three areas, three audiences

Administration

/admin

Tenants, teams and permissions, users, customers, SSO apps, status page and monitors, SLAs, automations, webhooks, knowledge base, activity log.

Enter

Desk

/desk

Agents work the tickets of every customer their team looks after.

Enter

Portal

/portal

Customers open and follow their tickets and read help articles, under the tenant's brand.

Enter

The heart of the product

The life of a ticket

  1. 1

    Opened

    From the portal, the desk, email or SSO

  2. 2

    Taken

    By hand or round-robin within the department

  3. 3

    Conversation

    Replies, internal notes, attachments

  4. 4

    Escalation

    When needed, to the next level

  5. 5

    Resolved

    The customer can reopen; then it closes by itself

Every step notifies the right people, by email and in the bell.

The agent desk

All the work in one place

Views and search

Mine, unassigned, to triage, escalated, followed; full-text search

Canned replies

Ready texts with customer name and ticket number filled in

Followers and mentions

Follow a ticket, bring in a colleague with @name

Bulk actions

Status, priority, assignee, tags and merge on many tickets

Custom fields

Forms per category, fields for the customer or for staff only

SLAs and deadlines

Time left in business hours, "Due soon" view, paused while waiting for the customer

Escalation

When a specialist is needed

Level 1

Support

While escalated, sees the ticket and writes notes, but does not reply to the customer

Escalate + reason Hand back + note

Level 2

Specialists

Works the ticket fully and hands it back when done

Multi-level chains, a banner with the history, notifications at every step.

Channels

Customers write from where they are

Email

  • An email to the mailbox opens a ticket
  • A reply to a notification is threaded automatically
  • Unknown senders go to "To triage"
  • Auto-replies and loops are discarded

SSO from apps

  • Passwordless login from a trusted app
  • User and customer created automatically
  • The ticket carries the app's page and fields
  • Customer group and tags, with the app's prefix
  • Signed, single-use tokens

Customer portal

The brand belongs to the customer

  • Tenant logo, color and footer
  • Emails sent in the tenant's name
  • New ticket with category and attachments
  • "Problem solved" and "Reopen" in one click
  • Staff internal notes never visible

Status page

One outage, one answer

  • Public service status pages
  • Automatic monitors: the real state of services
  • Incidents and maintenance with updates
  • Warning in the new ticket form for the affected service
  • Tickets linked to the incident automatically
  • One reply to all linked tickets

Knowledge base

The answer before the ticket

  • Public help center with the tenant's brand
  • Articles in Italian and English, with images
  • Public, per tenant, per customer or staff only
  • Suggestions while the customer opens a ticket
  • In the desk: useful articles and "Insert article"
  • Preview, versions, "To review"

Automations, quality, integrations

The system does the repetitive work

Automations

  • Close resolved tickets
  • Customer reminders
  • Unassigned alerts
  • Escalate on SLA breach
  • Tags and routing
  • Out-of-hours reply

Service quality

  • Response and resolution times
  • SLAs met
  • Volumes and backlog
  • Comparison with the previous period
  • Shareable with the customer

Webhooks

  • Events to your systems
  • Signed calls
  • Retries and delivery log
  • Test delivery
  • Disabled after 5 failures

Access and control

Permissions follow the team

  • A team gets a level on a tenant or a department
  • The highest level among your teams applies
  • Optional two-factor and a log of every sign-in
  • The super admin can impersonate a user

Feature sheet

All of ezHelp at a glance

Platform

  • Multi-tenant
  • Teams and permissions
  • Italian and English
  • White-label
  • Two-factor, invitations
  • Log and impersonation
  • Customer groups and tags

Tickets

  • Departments and categories
  • Internal notes, attachments
  • Escalation
  • Round-robin
  • Custom fields
  • Merge and automations
  • SLAs and business hours

Team

  • Canned replies
  • Tags
  • Followers
  • Mentions
  • Bulk actions
  • Quality dashboard

Channels and alerts

  • Customer portal
  • Inbound email
  • SSO from apps
  • Email and bell
  • Notification preferences
  • Unread
  • Outgoing webhooks
  • Knowledge base

Service status

  • Public pages
  • Automatic monitors
  • Incidents
  • Maintenance
  • Warning in the ticket
  • Linked tickets
  • One reply

Your turn

Choose where to enter.

Agent desk as an agent Administration as an administrator Demo portal as a customer Service status no sign-in Help center no sign-in