Help Desk

Work the queue. Route the ticket. Hit the SLA.

A ticketing queue that sits on the customer record. Sort by priority, hand each ticket to the right agent, and watch the response and resolution targets as you work. No separate help desk to keep in sync.

Replaces a standalone ticketing tool whose database never sees the deal. Included on Business and Ultra.

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Queue

One queue, sorted by what is most urgent

Every ticket lands in one shared queue. Each row carries an ID in the form TK-#####, its priority, the agent it is on, and how its SLA target is tracking, so the whole team reads the same picture at a glance.

  • Six statuses, four prioritiesSort and filter the queue so the work that matters most sits at the top.
  • Owner on every rowSee who has each ticket without opening it, so nothing sits unclaimed.
  • SLA tracking in the rowEach row shows how its target is running, so a slipping ticket stands out early.
Ticket queue
OpenIn progressResolved
IDSubjectPriorityOwner
TK-04127Export keeps timing outHighAR
Due in 1h
TK-04126Login redirect loopHighJK
Past target
TK-04125Sync not updatingMediumPM
Due in 4h
TK-04124Billing address changeLowAR
Due tomorrow
TK-04123Add a seat to the planMediumTL
Due in 6h
Routing

Put each ticket on the right agent

A ticket is only useful once it reaches the right person. Assign it to an agent, reassign it as priorities shift, and the owner stays visible on the row the whole time.

  • Direct assignmentHand a ticket to the right agent in one step.
  • Reassign as work shiftsMove it to another agent and the thread moves with it.
  • Visible ownershipEvery row shows its owner, so nobody works the same ticket twice.
  • Balance the loadA manager sees the spread across the queue at a glance.
SLA

Set the target. See the deadline.

Set the first-response and resolution targets you promised your customers, per priority. Higher-priority tickets carry tighter targets, and each one shows on the ticket as your team works it.

  • Response and resolutionA first-response target and a resolution target on every ticket.
  • Set per priorityTighter deadlines for higher priority, so urgent work moves first.
  • Visible on the ticketThe target shows as your team works, so the deadline is never a surprise.
SLA targets by priority
PriorityFirst responseResolution
High1 hour8 hours
Medium4 hours2 days
Low1 day5 days
Whole record

Every ticket opens on the full customer history

A standalone help desk starts the agent from a subject line. In Laureo the ticket opens on the same record your sales team works from, so the contact, the company, the open deal, and the recent emails are already there. Context never has to be rebuilt.

  • Contact and companyWho wrote in and the account they belong to, already loaded.
  • The open dealThe agent sees the live opportunity before the first reply.
  • Recent emails and activityThe thread that led here sits beside the ticket, not in another tool.
Workflow

Automation that runs on the ticket

Tickets are not a walled-off queue. The same workflow automation that runs across the rest of the CRM runs on tickets too, so a change in status or priority can start the next step instead of waiting on someone to remember it.

  • Triggers on ticket changesA status or priority change can fire the next step on its own.
  • The same builder as the CRMOne automation engine across Laureo, so there is no second tool to learn.
  • Drive on status and priorityA workflow can act on any of the six statuses or four priorities.
Conversations

A thread that stays with the ticket

Each ticket carries its own conversation thread, so the back and forth on an issue lives in one place. When a ticket changes hands, the next agent reads the full thread beside the deal and picks up where the last person left off.

  • Threaded conversationEvery reply lands in one thread, so the issue reads top to bottom.
  • Next to the dealThe thread sits beside the open deal, the emails, and the activity.
  • No lost context on hand-offA reassigned ticket carries its whole thread, so nothing is re-explained.
Help deskBusiness+included on Business and Ultra

The ticketing help desk comes with the CRM rather than as a separate subscription. Business from $108.33/mo billed annually. Every plan starts with a 14-day free trial.

Tickets and customer records are isolated to your workspace, and the AI never trains on or keeps your data.

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Related Resources

Frequently Asked Questions

A ticket in Laureo opens on the same record your sales team works from, so the agent already sees the contact, the company, the open deal, the recent emails, and the activity history before they reply. Most standalone help desks, including Zendesk Support, keep tickets in a separate database with no view of the deal. Laureo puts the queue and the customer history on one record.
Every ticket gets an ID in the form TK-##### and carries one of six statuses and one of four priorities. Your team works the queue, moves tickets through their statuses, and sets response and resolution SLA targets per priority so deadlines stay visible. Tickets are created and worked inside Laureo by your team.
Yes. The same workflow automation that runs across the CRM runs on tickets, so you can trigger follow-up steps as a ticket changes status or priority. Tickets themselves are assigned by hand to a specific agent, and every ticket shows who owns it so nothing sits unclaimed.
You set first-response and resolution targets per priority, so higher-priority tickets carry tighter deadlines. Those targets show on the ticket as your team works it, so everyone can see what is due and when without leaving the queue.
The ticketing help desk is included on Business and Ultra. Business from $108.33/mo billed annually. There is no separate help desk subscription to buy on top, and every plan starts with a 14-day free trial.

Run the queue on the customer record

Tickets sorted by priority, routed to the right agent, and tracked against SLA targets, included on Business and Ultra.

Start free trial

14-day free trial. Cancel anytime.