SupportPal automatically converts support requests from various support channels into tickets and presents them all in a single grid. Filters can be applied to list tickets with certain details or features, and tickets can be given tags.
A dynamic interface for operators
We understand that customer support should be quick and efficient. Most actions only require a couple of clicks and can be performed without needing to reload the page, speeding up your workflow.
Work together as a team effectively
Staff can easily communicate with each other via private ticket notes and internal messages. Operators will be able to track which tickets are being viewed and responded to by others and assign tickets to the correct department and team members.
Collect data, efficiently and securely
Use ticket custom fields to collect additional information which may be relevant or required. Sensitive data, such as passwords, can be encrypted. The data can also be purged automatically once the ticket has closed if it is no longer required.
Enforce response times
With service level agreement (SLA) plans, you can define the first response and resolution times for tickets. Ticket due times are automatically calculated based on your business hours, or can be manually set if no SLA plan applies. Due times can be paused or removed as needed.
For many brands, a single backend
If you have multiple companies or brands, each can be configured in a single SupportPal installation. This simplifies access and management for staff by bringing all support requests into a single place.
A frontend for each brand
Each brand can have its own personalized support portal, with a customizable logo, color scheme, and template, and comes with a unique self-service area. Your users won’t know that the brands are connected together.
Operator and department permissions
Operators can be assigned to specific brands, making it easy to control who can access what. Departments and custom fields can also be assigned to brands, so each support portal can be tailored to fit the needs of the given brand.
Personalized emails & ticket signatures
Create personalized email templates for each brand, allowing you to include information pertaining to that brand only. Operators can also create context-specific ticket signatures so that a different signature can be used for each brand when replying.
Operate with multiple languages
Seamlessly support your customers in their own language with our simple language file system. It’s easy to create translations for terms used in the system and disable languages you do not require.
Translate dynamic content
Write translations for your own text; such as your department names, self-service articles, and email templates; and the correct version will be shown to the user based on their selected language.
English and Spanish translation included
An official Spanish translation is included, alongside our default English language files, that can be enabled. There are also a number of other community-contributed language packs available to download and install.
Automation & Tools
Automated handling of overdue tickets
Escalation rules can be set up on SLA plans to handle tickets that are or will become overdue soon. For example, you may want to assign a specific member of staff or add an automated response.
Follow up with users easily
Often you may need to follow up with a user at a later date. Ticket follow-ups enable you to schedule actions that should automatically occur on a ticket at some point in the future.
Simplify common actions with macros
If there are a set of actions that are commonly used on your tickets, they can be grouped together in a macro to simplify the process. Macros can be applied manually to tickets or automatically if the ticket matches the conditions set or on a ticket hook event.
Efficiently respond to similar queries
Often users will ask similar questions or make the same requests. Canned responses enable you to store common ticket replies and access them when responding to future tickets. They can be private to yourself or made available to all staff.
Light and dark modes
Our operator panel allows you to easily switch between light and dark modes depending on your preference. The dark mode uses a darker color palette which emits less light from your device – useful when working at night.
Increased security with enforceable 2FA
Two-factor authentication (2FA) can be set up for both operator and user accounts to provide an extra layer of security when logging in. 2FA can be forced for all operators and/or users if required.
Recover deleted tickets with ease
Easily recover deleted tickets using our trash can feature. Tickets are available in the trash can for 30 days before being permanently deleted automatically.
Update the software in a single click
Our system update tool lets you update to the latest available version of SupportPal in just a click. It takes care of the whole process, including taking a full backup and downloading & extracting the new version.
Users & Organisations
Manage users within one organization
Your users may often be different people within the same organization. Create and manage organizations, allowing you to keep contact details and notes for the particular organization. Automatically add new users to organizations based on their email domain.
Permissions within organizations
Organizations have two access levels: managers and users. Managers can view and reply to tickets opened by all in the organization, whereas users can only view their own tickets. Managers can manage the users in the organization.
Quick access to support history
Access the tickets submitted in the past by individual users and whole organizations, through any support channel. It can be useful in aiding with future support requests.
Group related users together
You may have users who fall under a certain category. SupportPal lets you group them together, allowing you to set a specific SLA plan for that user group or build mailing lists.
SupportPal allows you to create content-rich self-service articles. For example, you may wish to embed video or images to better illustrate how to resolve a problem.
Customizable self-service types
Create and modify self-service sections, such as knowledgebases and announcements, as you require, with a number of options available depending on the content and how you wish for it to be displayed. Internal self-service areas can also be set up for operators.
Let users comment on your content
A multi-level user commenting system exists for all self-service articles. Comments can be moderated for approval before being displayed publicly on your help desk front.
Feedback & Reports
Collect insightful feedback from users
It’s important to know how your users feel about your service. Design your own feedback forms to send to users on tickets of your selection. Collect and analyze the feedback with our customer satisfaction view.
The help desk data is used to generate useful reports. You can find out more about how your help desk is performing overall, how well individual members of the team are operating, and more details about your users. Our reports framework means you can easily build your own reports too.
Make the help desk your own
Our simple branding system allows you to easily adjust the logo and colors of your help desk per brand. Our interface template system lets you go further and customize the whole template, allowing you to integrate the help desk around your website design.
Develop your own useful plugins
Leverage our extensive plugin system to create your own additional functionality or modify the data being handled by the system. For more details please read our documentation.
Build and integrate with our comprehensive REST API
Easily integrate your existing systems using our comprehensive REST API. For more details please read our documentation.
Plugins & Integrations