Help Desk

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

A three-pane service inbox that sits on the customer record. Sort by priority, hand each ticket to the right agent, fire a macro, and let the AI draft the reply for your approval, all while the response and resolution targets stay in view. 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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Service inbox

A three-pane inbox, sorted by what is most urgent

The service inbox puts the queue, the conversation, and the customer context side by side. Pick a preset on the left, read and reply in the middle, and keep the deal and history in view on the right. Each row carries its own reference ID, prefixed TKT-, 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.

  • Three panes, no tab-hoppingQueue, thread, and customer context in one view, so the agent never switches screens.
  • Six statuses, four prioritiesFilter the queue with presets so the work that matters most sits at the top.
  • Owner and SLA on every rowSee who has each ticket and how its target is running before you open it.
Email intake

Connect the support address your customers already write to

Sign in once with your support account on Google Workspace or Microsoft 365 and the mailbox becomes the front door of the queue. Customer mail that lands in it opens a ticket, or threads onto the ticket it belongs to, on the customer record you already work from. Automatic replies and mail that fails authentication are set aside rather than filed. While the connection is working, replies go back out from that same address, so the person who wrote in sees the address they wrote to, not a forwarding trail.

The account you connect has to sign in on its own, so a free personal account on either provider is refused, and a shared mailbox with no sign-in of its own is not connectable yet. If your support address is a shared mailbox today, point it at a licensed support account and connect that.

  • Your address, start to finishCustomers keep writing to the address you publish, and the answer arrives from it.
  • That mailbox, and nothing else on the accountThe sign-in covers mail on the support account. It asks for no calendar, no files, no contacts, and no other inbox.
  • Owned by the company, not by one personThe connection belongs to the organization, so it survives the person who set it up moving on.
  • Off the moment you say soDisconnect and the access ends there. The tickets, replies, and history already in Laureo stay exactly as they are.
  • Nothing disappears quietlyA running activity list shows what became a ticket, what was set aside or held for review, and why, so a message never just vanishes.

Support email is where trust is either earned or lost, so the connection is deliberately narrow and reversible. You are lending one mailbox to a queue, not handing over an account.

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.
Macros

One step for the reply you send all day

Some answers go out a dozen times a day. A macro bundles the response, and the status or priority change that goes with it, into one step, so your agents stop retyping the same reply and stay consistent across the team.

  • Saved repliesInsert a vetted answer in one click instead of typing it again.
  • Actions bundled inA macro can set the status or priority as it sends, so the queue stays tidy.
  • Consistent across the teamEveryone answers the common question the same vetted way.
AI assist

The AI drafts the reply. You stay in control.

On a ticket, the AI reads the thread and the customer record and drafts the reply for you. You approve it, edit it, or reject it, nothing reaches a customer on its own unless you have explicitly allowed it. Autonomy is graduated and starts safe.

  • Draft and approve, by defaultNew workspaces start with the AI drafting and a human approving every reply.
  • Graduated autonomyMove from co-pilot, to draft-and-approve, to auto-resolving low-risk tickets, on your terms and per queue.
  • Every move is loggedA signed resolution log records what the AI did, with the rationale, so you can audit it.
  • A human is always one click awayOnce anyone asks for a person, the AI steps back and the ticket goes to your team.
AI resolution agentUltraincluded on Ultra; fair-use limits apply

There is also the embeddable, customer-facing AI Customer Support Agent, available as a paid add-on on Ultra, that replies from your verified articles. See the AI Customer Support Agent.

Security

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

See how we keep your data safe
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 $166.66/mo billed annually. Every plan starts with a 14-day trial for $2.99, credited to your first month.

Related Resources

Frequently Asked Questions

Run the queue on the customer record

Tickets sorted by priority, routed to the right agent, tracked against SLA targets, with macros and an AI that drafts under your control. Included on Business and Ultra.

Start your 14-day trial

14-day trial for $2.99, credited to your first month. Cancel any plan at any time before the end of your billing cycle, no contract fees, no 30-day notice, no penalties.