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Help DeskDST

Don't let customer requests get lost in an inbox

Requests from phone, email, and the customer portal collect in your support list, where you can tell who has each one and which still need an answer. Your replies reach customers as real emails, and their answers come back to the same ticket.

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Runs in your browser. In the cloud or on your own server, it's the same IWB.

Records
DST
Ticket channels
Phone, manual, email, portal
Owners per category
Up to 20
Connected modules
6

01

Customer emails land on the right ticket

You don't have to paste a customer's email into a new ticket. When mail reaches the support mailbox, IWB matches it to an existing ticket by its email thread or the ticket number in the subject. If there's no match, it opens a new ticket. Auto-replies and bounce messages are filtered out.

  • Replies carry the ticket number in the subject, so the customer's answer goes to the same ticket
  • Mail sent by the support mailbox itself doesn't open tickets
  • A reply to a closed ticket reopens it according to your reopen rule

02

Share the ticket load across your team

IWB takes care of handing out tickets. It assigns a ticket to the active, authorized owner of its category who has the fewest open tickets, and a tie goes to whoever has gone longest without a new one. Your team is notified about assignments, new tickets from the portal or email, customer replies, and low satisfaction scores.

  • Up to 20 owners per category
  • With no owner, the ticket opens unassigned
  • Assigning is a separate permission, so you can set up a dispatcher role

03

Keep support threads out of personal inboxes

Your reply goes out from the support mailbox as a real email, and customers can answer it directly. The quoted history is stripped, and you can add Cc recipients. Only your team sees internal notes, and canned responses go in with a shortcut.

  • Replies go out as "Support team" by default
  • You can close the ticket as you send your reply

Internal notes stay with your team

They aren't sent to the customer, don't reopen the ticket, and don't count as the first response for the SLA.

04

Get a warning before an SLA target slips

With SLA turned on, the list and the dashboard show which tickets are close to their target and which are past it. You set first response and resolution targets for each priority, the warning threshold, and policies for individual customers. The SLA clock runs on calendar hours, and there's no business-hours option.

  • SLA is off by default until you turn on a policy
  • Targets are fixed when the ticket is opened
  • IWB checks every minute and sends warning and breach notifications

05

Let customers follow their tickets in a portal

Customers sign in to the portal with a one-time code sent to their email, so there's no password to remember. They open tickets from category cards, read your replies, and close a ticket themselves once the issue is resolved. You open portal accounts by inviting the authorized person on the contact record.

  • Customers see four plain statuses: Received, In review, Awaiting your reply, and Closed
  • Portal users see only the tickets of the contact they belong to
  • The portal shows your logo and accent color, and you decide whether customers can set urgency and close tickets

06

Hand off field work without retyping the complaint

If the issue needs field work, you open a draft service order or a return merchandise authorization (RMA) from the ticket. The ticket stays open, and the handover is logged on it. When you close the ticket, the customer's open support call credits are listed, and a credit is deducted only when you approve.

  • Contact, product, serial number, and complaint carry over to the order
  • A ticket can't be handed over twice
Looking for on-site repairs or returns (RMA)?Go to Field Service

07Document flow

Follow a customer's email to the service order

Email that reaches your support mailbox becomes a ticket and is assigned by category, and your reply goes out from the same ticket as an email. If the job needs field work, you hand it over to service, and the ticket stays open. When you close the ticket, the customer's support call credit is deducted with your approval.

  1. Incoming email
  2. Support ticketDST-2026-00428
  3. Assigned by category rule
  4. Reply email
  5. Service orderSRV-2026-01577
  6. License creditLIS-2026-00027

08IWB AI

Put waiting customers first

Ask which tickets are unassigned or waiting on your team, or whether a ticket is past its resolution target. IWB AI asks before it opens or assigns a ticket or adds an internal note, and doesn't reply to customers.

Lookups
2
Actions you approve
3
See how IWB AI works

Replying to customers, closing tickets, and changing status stay with you. Internal notes aren't sent to customers.

Answers your questions

  • Which tickets haven't been assigned to anyone yet?Searching tickets
  • What's the status of DST-2026-00425? Is it overdue?Loading ticket
  • Which tickets are waiting on a reply from our team?Searching tickets

Acts with your approval

  • Open ticket
  • Assign ticket
  • Add internal note

Every action comes to you first as an approval card. IWB AI doesn't create or change records without your approval.

09Capabilities

What you can do with Help Desk

  • Automatic customer emails

    Customers get "We've received your ticket," reply, and closing emails. For tickets opened by email, this acknowledgment is off by default.

  • Contract and license links

    Link a ticket to the contact, product, and serial number, and to its contract and license.

  • Safe attachments

    IWB blocks banned file types and checks that a file's content matches its extension. Text from the portal is cleaned before it's saved.

  • CSV import

    Import up to 1,000 tickets at a time from a CSV template.

  • Bulk actions

    Select several tickets in the list to assign them, change their status, or delete them at once.

  • Saved views and custom fields

    Save the filters you use often as views in the sidebar, and add your own custom fields to tickets.

  • Satisfaction ratings

    If you turn ratings on, customers with a portal account can rate a ticket from 1 to 5 and leave a comment. Low scores are reported to a manager.

  • IWB AI

    Searches tickets and, with your approval, opens and assigns them and adds internal notes. It doesn't reply to customers.

10Connected modules

They share the same database and permission model

Industries

11

Frequently asked questions

How do my customers sign in to the portal?

They don't need a password. They sign in with a one-time code sent to their email, and the code is valid for 10 minutes. You open portal accounts by inviting the authorized person on the contact record.

Does the SLA follow business hours?

No. The SLA clock runs on calendar hours, and there's no business-hours option. SLA is off by default until you turn on a policy.

Can customers open tickets over WhatsApp or SMS?

No. Tickets come in by phone, manual entry, email, and the portal. Your replies reach customers by email and through the portal.

What happens if I need to send a technician on site?

Open a draft service order or RMA from the ticket. The contact, product, serial number, and complaint carry over to the order. The ticket stays open, and the handover is logged on it.

Is there a knowledge base?

No. The portal is for opening and following tickets. It doesn't include a help center or knowledge base.