A helpdesk with email, a widget and SLAs, inside your project workspace
Brainitive's helpdesk turns customer requests into tickets on a board, right next to the projects your team already works in. Customers write in through a support page, a widget on your website or plain email, and your replies reach them by email. SLA targets show what needs an answer first.
Helpdesk portal
The helpdesk portal gives customers three ways to reach you: a support page with its own address, a floating widget on your website and an inline form you can embed. Every request becomes a ticket on your helpdesk board, and the customer gets a link to follow and answer it.
- Pick a short address for the support page, like /support/acme, and share it in emails, signatures or on your website.
- Paste a script snippet for a floating button that opens the form in a panel, or an iframe snippet to show the form on a page.
- Set the brand colour, logo, welcome message, button text and position, and the form's own texts and thank-you message.
- Add custom fields to the form: text, rich text, number, date, dropdown, single or multiple choice, a yes/no checkbox or a file upload.
- Work tickets as a board or a list, filter by assignee or SLA state, and set status, priority and assignee on each ticket.
Email to helpdesk
Email to helpdesk turns messages sent to your support address into tickets, and sends your replies back in the same email thread. You can connect your own mailbox over IMAP or forward your support mail to the helpdesk's own address.
- Connect a support mailbox with IMAP and set an outgoing SMTP server, so replies go out from your own address.
- Or forward your mail to the helpdesk's forwarding address. Brainitive shows the steps for Gmail and Outlook.
- When a customer answers a reply email, the answer lands on the same ticket instead of opening a new one.
- Auto-replies, mailing lists and strangers replying into a ticket are kept out.
- Recently received shows every incoming email and whether it became a ticket, a duplicate or was ignored.
Helpdesk SLAs
Helpdesk SLAs set a first-response target and a resolution target for each ticket priority, so your team sees which tickets need an answer first. Tickets show the time left, warn before a breach and record whether the target was met.
- Set first-response and resolution targets per priority, in minutes, hours or days.
- Limit the clock to business hours with your own opening times, days and time zone.
- Pause the resolution clock in a column such as Waiting on customer.
- Tickets show Respond in, Breached or Met. Sort the board by SLA, most urgent first, and get a notification before and at a breach.
- Workspace admins see SLA breaches and the share of tickets that met their targets under Insights, Helpdesk.
Helpdesk templates
Helpdesk templates give you a ready board and form for common kinds of requests, so you don't build a helpdesk from scratch. Each of the 17 templates comes with its own columns and form fields, and you can change both afterwards.
- Templates include Customer support, IT helpdesk, Bug reports, Returns, Website contact form, Quote request and Feature requests.
- There are also templates for event registration, appointment requests, job applications, HR requests, office and facilities, press, partnerships, volunteers, newsletter and waitlist, and beta sign-ups.
- Every template shows a preview of its columns and fields before you create it.
- Change the columns, their colours and WIP limits, and the form fields at any time in the helpdesk settings.
Frequently asked questions
Can Brainitive turn support emails into tickets?
Yes. You can connect your support mailbox over IMAP, or forward your support mail to the helpdesk's own address. Every new email becomes a ticket, and your replies go back to the customer in the same email thread. Auto-replies and mailing lists are filtered out.
Does the Brainitive helpdesk support SLAs?
Yes. You set a first-response and a resolution target per priority, optionally only during business hours and with the clock paused in a column like Waiting on customer. Tickets show the time left or a breach, and you are warned before a target is missed. Workspace admins see breaches and met targets under Insights.
Can I add a support widget to my website?
Yes. Each helpdesk has a floating widget you add with a script snippet, an inline form you embed with an iframe, and a full support page with its own address. Customers who submit the form get an email with a link to their ticket, where they can follow the conversation and reply.
Can I turn a support ticket into an issue for the development team?
Yes. The helpdesk lives in the same project as your boards, and automations can create issues from tickets, assign them and move them for you. Assigned teammates get a notification, and new tickets and customer replies land in your inbox.
Is the helpdesk included in the free plan?
Yes. Every feature is in every Brainitive Cloud plan, including Free, which allows up to 3 members and 5 projects. Plans only differ in members, projects, storage, version history and support.
Can I self-host the helpdesk?
Yes. Brainitive is open source, and the helpdesk is part of the same app you can run on your own server. A connected IMAP mailbox works out of the box; the forwarding address needs incoming mail set up by your administrator.
More in the docs: Helpdesk guide · Automations · Sharing and public pages
Also in Brainitive
Every feature is in every plan, including Free for teams of up to 3. Create a workspace