Skip to content
OfficOne
Start free
Support

Answer faster, on time, and know customers left happy.

Every email, chat and WhatsApp can become a ticket. SLA clocks run on your working hours, work is shared out fairly, and customers can help themselves in your help centre.

Start free Book a demo

Included in Growth and Business· from ₹2,999 a monthSee plans

Priorities, each with its own reply and resolve targets
4
Priorities, each with its own reply and resolve targets
Ticket statuses, from open to closed
5
Ticket statuses, from open to closed
Star rating after every resolved ticket
1–5
Star rating after every resolved ticket
Email code for customers to sign in — no passwords
6-digit
Email code for customers to sign in — no passwords
What's inside

A helpdesk that already knows the customer.

Tickets sit on the same person record as their deals, conversations and invoices — your agents never ask “which company are you from?”.

  1. 01

    Tickets

    Priorities, categories, tags, internal notes, saved replies and bulk actions.

  2. 02

    SLA clocks

    First-response and resolution targets per priority, counted on your business hours; the resolution clock pauses while you wait on the customer.

  3. 03

    Fair assignment

    Round-robin per category so nobody is buried and nothing sits unowned.

  4. 04

    From any channel

    Turn an email, chat or WhatsApp into a ticket in one click; replies flow back to the same channel.

  5. 05

    Help centre

    A public knowledge base with categories and search on your domain.

  6. 06

    Customer portal

    Customers sign in with an email code to raise and follow their tickets — and see their invoices.

  7. 07

    Satisfaction (CSAT)

    A one-click rating after every resolved ticket, reported by agent.

SLA clocks

Targets that count your working hours, not the clock on the wall.

Set a first-reply and a resolution target for each priority, and choose whether each counts business hours. A ticket raised on Saturday evening doesn't breach before you've opened on Monday. When a target is missed, the assignee is told — or the managers, if nobody owns it yet.

  • Ready defaults: urgent 1h / 8h, high 4h / 24h, normal 8h / 3 days, low 24h / 7 days
  • Switch SLAs on or off per priority
  • Working days and hours set once for the workspace
  • Waiting on the customer (pending) holds the resolution deadline back
  • Resolved tickets close on their own after the days you choose, with a separate reopen window
Fair assignment & every channel

Work shared out evenly. Replies go back where the customer wrote.

Turn an email, a chat or a WhatsApp conversation into a ticket in one click. Round-robin hands it to the next agent — within the category's team if you've set one. When the agent replies, the message goes out on the original channel, and when the customer writes back, the ticket reopens on its own.

  • Round-robin per category, or across all agents
  • Priorities, categories, tags and bulk updates
  • Internal notes with @mentions that customers never see
  • Saved replies — shared or personal — with shortcuts
  • Numbered tickets with your own prefix, like TKT-221
Help centre & customer portal

Let customers find answers — and follow their own tickets.

Publish articles in categories on a public help centre with search, on your own domain. Customers who need more sign in to the portal with a code sent to their email, raise a ticket, reply, mark it solved — and see their quotes and invoices with what's still due.

  • Categories, ranked search and “was this helpful?” feedback on each article
  • Portal sign-in with a 6-digit email code that expires in 10 minutes
  • Customers raise, reply to and close their own tickets
  • Quotations and invoices from Billing shown with the amount outstanding
Customer satisfaction

Know how each resolved ticket actually went.

The resolution email carries one-click star links, and the portal asks too. Reports show your average, the share of happy customers, the spread of ratings, each agent's average and the latest comments.

  • 1 to 5 stars, one click, no login
  • Average, % happy (4 stars and up) and the rating spread
  • Average rating per agent, with recent comments
How a ticket moves

From a complaint to a five-star rating.

  1. 1

    The customer gets in touchInbox

    By email, website chat or WhatsApp — or raises it themselves in the portal.

  2. 2

    It becomes a ticket

    One click from the conversation; round-robin assigns the next agent and the SLA clocks start.

  3. 3

    The first reply goes out

    On the channel the customer used, against the first-reply target for its priority.

  4. 4

    Waiting on the customer

    Set it to pending; when they write back, it reopens and lands with the agent again.

  5. 5

    Resolved and rated

    The customer gets the resolution email with stars, and the ticket closes itself after your chosen days.

  6. Hands over to BillingBilling questions arrive with the invoice beside them — and customers see their invoices in the same portal they raise tickets from.See Billing
Where your customers already are

Support that fits how Indian customers reach you.

WhatsApp tickets
Customers keep chatting on WhatsApp; your team works it as a ticket with priorities and SLAs.
Six-day weeks
Pick your working days — Monday to Saturday if that's how you run — and SLAs count only those hours.
No passwords to forget
Customers sign in to the portal with a code sent to their email.
Invoices in the portal
GST invoices and quotations from Billing sit next to tickets, with what's still due.
Put it on autopilot

Escalations that don't depend on someone remembering.

How Automation works
  • When
    Ticket created
    IfPriority is Urgent
    1. 1Notify the support leads
    2. 2Post the ticket number and subject to Slack
  • When
    Customer replied on a ticket
    1. 1Notify the assignee
    2. 2Update the ticket priority to High
  • When
    Ticket status changed
    IfNew status is Resolved and the ticket has the tag “vip”
    1. 1Create a follow-up call task for the account owner
  • When
    On a schedule: every day, 10:00 am
    IfTickets with status Pending
    1. 1Notify each assignee to check in with the customer

Workflows are part of the Business plan. Each one starts switched off, and you can test it on a real record first.

Questions

Support, plainly answered.

Something else? Ask us in a demo.

Do I get a support email address that creates tickets?
Connect your existing support@ mailbox in Inbox. Emails arrive there and your team turns them into tickets in one click — or a workflow can open a ticket automatically.
Does the SLA pause while we wait for the customer?
Setting a ticket to pending holds back its resolution deadline. The first-reply target keeps running, because the first reply is still yours to send.
Can the help centre run on my own domain?
Yes. Point a CNAME at OfficOne and the help centre and customer portal run on your domain, with your logo and colours.
Do public holidays count against SLAs?
Not separately today — SLAs follow your working days and hours. You can switch an SLA off for a priority if you need to.
Can I merge duplicate tickets?
Not yet. You can tag, bulk-close or link the work through internal notes in the meantime.
Which plans include Support?
Growth and Business.
One workspace

Works together with

Every module shares the same people, team and history — nothing to sync, nothing to re-type.

Answer every customer on time.

Set your working hours and SLA targets, connect the channels your customers use, and your first ticket can be in the queue today.

Start free Book a demo

All your Business. One Platform.