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Helpdesk · Services

Every request, on the record it is about.

From the message to the close, in five steps.

It comes in

By email, from the website form, from WhatsApp, or from a colleague. It is a ticket on the client's record with the SLA that client's contract sets.

From the message to the close, in five steps.

  1. By email, from the website form, from WhatsApp, or from a colleague. It is a ticket on the client's record with the SLA that client's contract sets.

  2. Priority, team and owner, set by a rule when the rule is obvious and by a person when it is not.

  3. With the client's history open, the last ticket like it, and the knowledge page that answers it. Section 3 drafts the reply.

  4. A flickering light needs a technician. The ticket creates the intervention, with the address and the contract, and stays open until the visit is signed.

  5. The client gets the reply and the visit report and closes the ticket themselves, or it closes after a week of silence. Either way, the record says who and when.

The reply, drafted from the last one like it.

From your own resolved tickets and your own knowledge pages. Sofie reads it, changes what she wants, sends it.

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A reply, with its sources

The draft cites the resolved ticket it learned from and the knowledge page it quotes, so Sofie can check both in one click before sending.

Summarised for the technician

The thread, the photos and the history, in four lines on the intervention Karim opens tomorrow.

The article it should have found

When a ticket is answered by a knowledge page, the page is offered to the client first next time.

It gets sharper with your own tickets, not with everyone else's.

From your own resolved tickets and your own knowledge pages. Sofie reads it, changes what she wants, sends it.

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What a ticket needs.

What a ticket is about, and what it becomes, is yours to define.

See it on your own data

Channels

Email, the website form, WhatsApp, and the colleague who walks over. All of them become the same ticket.

SLAs that act

A clock per priority, from the client's contract, and a rule when it runs down: escalate, notify, reassign.

Canned replies and templates

The answers you give ten times a week, one click away, with the client's name already in.

Tickets on the project

Every ticket is on a project or a contract, so the project lead sees what is coming back after delivery.

Time on the ticket

The timer runs while Sofie is on it, and support hours land on the contract's timesheet.

Support contracts

Hours included, hours used, renewal date, on the client's record, so the upsell is a number and not a guess.

A ticket for a software vendor, a ticket for a property manager. Same app.

What adapts: where tickets come from, what a ticket is about (a product, a unit, a tenant), the fields that triage needs, what the SLA is tied to, and what a ticket becomes when it is more than a reply.

See it on your own data

A software vendor

Tickets arrive from the in-app form and email, carry the version and the browser, are tied to a plan's SLA, and become a task for engineering when they are a defect. The knowledge base answers half of them before a person does.

A property manager

Tickets arrive from tenants by WhatsApp and phone, carry the building, the unit and the tenant, are tied to the lease's response commitment, and become an intervention for a technician almost every time.

What a ticket becomes.

A ticket is the beginning of something more often than it is the end of it. It becomes a visit when a technician is needed, a task on the project when it is a defect, an opportunity in CRM when the client asks for more, and a knowledge page when it is the third time someone asked.

See it on your own data

Ticket

Intervention, with the client's history. See Field Service.

Ticket

Ticket

Task on the project. See Project.

Ticket

Ticket

Opportunity. See CRM.

Ticket

Ticket

Knowledge page.

Ticket

This is the queue.

Every open ticket by stage, the SLA clock on each, who owns it, and the client and project it belongs to. The two that are about to breach are at the top.

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Your ticket, your fields.

A software vendor needs the version and the browser. A maintenance contractor needs the unit and the serial. An agency needs the deliverable it is about. Add the field, and it is on the form the client fills, on the card, and in the report.

See it on your own data

The reply, drafted from your own history.

The administrative half of a job drafts itself, from your own data

See AI

One assistant answer about a sales pipeline

One assistant answer about a sales pipeline, with its reasoning collapsed above it, on top of the earlier exchanges.

The assistant composer with its model menu open

The assistant composer with its model menu open.

The composer typing out an AI-drafted message with a mention

The composer typing out an AI-drafted message with a mention, then offering review or update.

AI suggestions cycling one after another

AI suggestions cycling one after another, none yet taken up.

AI

The administrative half of a job drafts itself, from your own data

See AI

The ticketing tool you would otherwise buy knows nothing about the client.

  • Tickets from email and the website

    A shared inbox
    Email only
    A ticketing tool
    Yes
    A suite module
    Yes
    Enobase
    Yes, and WhatsApp

  • The client's contract and history

    A shared inbox
    No
    A ticketing tool
    A note field
    A suite module
    Yes
    Enobase
    Yes, the ticket is on the record

  • SLA clocks that act

    A shared inbox
    No
    A ticketing tool
    Yes
    A suite module
    Yes
    Enobase
    Yes, from the contract, with a rule

  • A ticket becomes a visit

    A shared inbox
    No
    A ticketing tool
    No
    A suite module
    Sometimes
    Enobase
    Yes, one click, history included

  • Support hours on the contract

    A shared inbox
    No
    A ticketing tool
    No
    A suite module
    Yes
    Enobase
    Yes, from the timer

  • The reply drafted from your history

    A shared inbox
    No
    A ticketing tool
    From their knowledge base
    A suite module
    No
    Enobase
    Yes, from tickets, contracts and documents, with sources

  • Time to live

    A shared inbox
    A day
    A ticketing tool
    A week
    A suite module
    Months
    Enobase
    One week
What you needA shared inboxA ticketing toolA suite moduleEnobase
Tickets from email and the websiteEmail onlyYesYesYes, and WhatsApp
The client's contract and historyNoA note fieldYesYes, the ticket is on the record
SLA clocks that actNoYesYesYes, from the contract, with a rule
A ticket becomes a visitNoNoSometimesYes, one click, history included
Support hours on the contractNoNoYesYes, from the timer
The reply drafted from your historyNoFrom their knowledge baseNoYes, from tickets, contracts and documents, with sources
Time to liveA dayA weekMonthsOne week

Questions about Helpdesk

Yes. On its own it is channels, a queue, SLAs and replies. Connect Field Service and a ticket becomes a visit; connect Timesheets and support hours land on the contract.

Field ServiceField service. Simplified.ExploreKnowledgeThe how-to lives next to the record it is aboutExploreAIThe administrative half of a job drafts itself, from your own dataExplore

See Enobase on your own inbox.

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© 2025 Enobase, Inc. All rights reserved.

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marketing/widget-ticket-reply-draft
widget: marketing/widget-ticket-reply-draft family: widget kind: ai frame: stack subject: a reply to a ticket drafted from similar resolved tickets and a knowledge page, with its sources shown move: the draft arriving, then two source chips landing under it neighbour: widget-ai-answer · that one answers a prompt; this one drafts a reply to a client from history, and names where it came from content: to Léa Dumont; draft: "Thank you for flagging this. Flickering on a newly fitted wall is usually a driver settling; we will have Karim on site tomorrow morning to check the connections and replace the driver if needed. No action needed on your side." Sources: HD-2026-0388 (resolved, same fixture) · Knowledge: "LED driver flicker after fit-out". Buttons Edit, Send props: the ticket, the sources not: a chat window static: no
Open asset editor
marketing/widget-ai-answer
with title "Summary for INT-2026-0086" and four bullets
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marketing/widget-article-suggest
kind: ai, stack; a ticket subject line and the matching knowledge page with a confidence chip) *(ai)*
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marketing/widget-connected-tools
with Email, Website form, WhatsApp, Internal
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marketing/widget-sla-clock
kind: figure, stack; "HD-2026-0421 · High · 5 h 12 min left of 8 h" with a thin arc
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marketing/widget-reply-templates
kind: record, sticker; three templates, one expanded
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marketing/widget-activity-list
with three tickets on PRJ-2026-0142
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marketing/widget-task-timer
with HD-2026-0421 00:18:40
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marketing/widget-kpi
with "Support contract, Atelier Nord: 6.50 h used of 10 h · renews 1 Jan"
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marketing/widget-case-card
widget: marketing/widget-case-software reuse: marketing/widget-case-card family: widget kind: record frame: sticker subject: one business's version of the unit of work, its own fields visible move: the fields that differ from the other case landing last, marked neighbour: widget-case-card · reused; the content is this case content: Software vendor · HD-2026-0433 · Channel: in-app form · Product: Workspace, version 4.12 · Browser: Safari 18 · Plan: Business, SLA 4 h · Becomes: engineering task · Knowledge: 'Export stuck at 99%' suggested · marked fields: Version, Browser, Plan SLA props: the business label, the object, the marked fields not: a filled operational record; this is the shape one business gave it static: yes
Open asset editor
marketing/widget-case-card
widget: marketing/widget-case-property reuse: marketing/widget-case-card family: widget kind: record frame: sticker subject: one business's version of the unit of work, its own fields visible move: the fields that differ from the other case landing last, marked neighbour: widget-case-card · reused; the content is this case content: Property manager · HD-2026-0441 · Channel: WhatsApp · Building: Rue des Tanneurs 14 · Unit: 3B · Tenant: (contact) · Lease commitment: 24 h · Becomes: INT-2026-0088, plumber · marked fields: Building, Unit, Lease commitment props: the business label, the object, the marked fields not: a filled operational record; this is the shape one business gave it static: yes
Open asset editor
marketing/widget-ticket-becomes
widget: marketing/widget-ticket-becomes family: widget kind: canvas frame: frameless subject: one ticket at the centre and the four records it can become, one lit move: the line to "Intervention" drawing and its tile lighting neighbour: widget-connection-pulse · that one is one tool to one tool; this is one record to four kinds of record content: centre HD-2026-0421; tiles Intervention (lit), Task, Opportunity, Knowledge page; hairlines from the centre props: the ticket, the lit target not: an integrations grid static: no
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Missing asset
Brief in content.md, section connections
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Missing asset
Brief in content.md, section connections
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Missing asset
Brief in content.md, section connections
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Missing asset
Brief in content.md, section connections
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marketing/screen-helpdesk-board
screen: marketing/screen-helpdesk-board family: screen view: board nav: Inbox, AI Assistant, Dashboards, Quotes, Projects, Planning, Timesheets, Interventions, Tickets (active), Invoices subject: the ticket board by stage with SLA clocks and owners content: columns New (4), In progress (6), Waiting on client (3), Waiting on visit (2), Closed this week (14); HD-2026-0421 in Waiting on visit with "INT-2026-0086 tomorrow 09:00"; two cards with amber SLA chips at the top of In progress; owner avatars SC, MR neighbour: screen-project-board · same view, tickets with clocks instead of tasks
Open asset editor
marketing/widget-ticket-object
widget: marketing/widget-ticket-object family: widget kind: record frame: sticker subject: the ticket object's definition with the fields a trade adds move: the custom fields appearing after the standard ones neighbour: widget-intervention-object (field-service page) · same shape, a ticket content: Ticket: Client (Relation), Contact (Person), Subject (Text), Channel (Select), Priority (Select), SLA (Duration, from Contract), Owner (Person), Project (Relation), Unit (Relation, Custom), Serial number (Text, Custom), Deliverable (Relation, Custom) props: the field list not: a filled ticket static: yes
Open asset editor
marketing/asset-ai-answer
Adapt the widget for AI: One assistant answer about a sales pipeline, with its reasoning collapsed above it, on top of the earlier exchanges.
Open asset editor
marketing/asset-model-picker
Adapt the widget for AI: The assistant composer with its model menu open.
Open asset editor
marketing/asset-prompt-input
Adapt the widget for AI: The composer typing out an AI-drafted message with a mention, then offering review or update.
Open asset editor
marketing/asset-suggestion-stack
Adapt the widget for AI: AI suggestions cycling one after another, none yet taken up.
Open asset editor

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