Helpdesk
Ticketing software linked to customers and projects
Every queue has its own mailbox: the customer's email becomes a ticket in the right queue, with the assignee set by the rules and the SLA clock running. Reply from the ticket and the answer leaves from the queue's mailbox, in the same thread. You link the ticket to the project node it belongs to.
A reconstruction of YVY's Helpdesk, with demo data.
From the queue's mailbox to the project node
The ticket starts from the email, follows the queue and its rules, replies in the same thread and attaches to the work it belongs to.
- Mailboxes
Incoming email
Every queue has its own mailbox; each new email becomes a ticket or joins its thread.
tech@ · new email - Contactsthe sender's customerQueues and rules
Ticket in the right queue
The first matching rule picks who takes it; the SLA times first response and resolution.
#1284 · Technical · High - Knowledgelinked proceduresReply
In the same thread
Write from the ticket: the email leaves from the queue's mailbox, with [#1284] in the subject.
Reply sent · Waiting - Projects
In the work node
The ticket links to the canvas node; the project finds it under Linked tickets.
Checkout and payments · 1 ticket
One center
Stop jumping from one program to the next.
CRM, quotes, invoicing, cash and reconciliation, project management, email, team chat, helpdesk and the rest. Today each has its own subscription, its own password and its own copy of the same client. In YVY they work together: the quote becomes a project, the project an invoice, the invoice a payment, and nobody types anything twice.
- CRM and contacts
- Quotes
- Catalog
- E-invoicing
- Cash and bank
- Reconciliation
- Accounting
- Project management
- Hours and margins
- Team chat
- Helpdesk
- Calendar
- Reports
Further reading
SLA
An SLA, Service Level Agreement, is the agreement on service levels: the commitment, made to a client, on how long it takes to respond to a request and to resolve it.
Glossary
Fitting your business software to your processes
We fit YVY to how you work: project templates, price lists, roles, start rules. Ready for services and projects; trade and manufacturing are on the way.
Services
Agency management software: a 20-point checklist
What business software for a communication agency must do: 20 points from quote to payment, the questions to ask in a demo, and when you don't need it.
Guide