Customer Service

Every request with an ID, an owner and an answer.

A help desk where nothing sits in a shared mailbox, internal asks that arrive as records rather than messages, feedback requested automatically after the moments that matter, and the answers written down once so the same question stops reaching the same senior person.

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Support Ticket is a form-driven help desk rather than a shared mailbox: requests arrive through a form you control and thread from there, instead of being pulled out of an email inbox. Status is open or closed — there is no SLA clock and no automatic assignment rule, so routing is by category and by the people working the queue. Live chat for WhatsApp, Facebook and Instagram is in development. If your support already lives in Zendesk, the connector syncs both systems rather than asking you to move.

The cycle you already run

Receive, classify, resolve, record, ask.

Every service desk runs the same loop. What differs is how much of it happens in a mailbox that only one person can see.

1
Receive
A form you control, with the fields your process actually needs, issuing a unique ticket ID the customer can track it by.
Support Ticket Requests
2
Classify
Colour-coded categories that make a queue readable at a glance and give it something to be filtered and routed by.
Support Ticket
3
Resolve
A threaded conversation with attachments on both sides, so context never has to be reconstructed from somebody's inbox.
Support Ticket Internal Knowledge
4
Record
The answer written into a knowledge book once, so the next person finds it rather than asking the person who knew.
Internal Knowledge
5
Ask
A rating and a comment requested automatically once the ticket closes, from guests and signed-in customers alike.
Feedback

Coverage

The service checklist, and what answers each line.

The list a service lead runs through when they evaluate anything. Each row names the add-on that does it, so the gaps are as readable as the fit.

What the team has to doWhat does it

Customer issues with an ID and an owner
Support Ticket
A unique ticket ID on every submission, open or closed status, and a queue with role-based access rather than one person's mailbox.
The full conversation in one place
Support Ticket
Threaded replies showing whether they came from the customer or support, with attachments on both sides.
A submission form that fits your process
Support Ticket
Custom fields with your own input types, widths and required settings, without touching code.
Deflecting the questions that repeat
Support Ticket
A built-in FAQ published alongside the form, so the queue carries only what genuinely needs a person.
Internal asks as records, not messages
Requests
Your own forms with three layouts, conditional show and hide logic, categories and subcategories, and a copyable public link.
Ratings after the moments that matter
Feedback
Requests triggered automatically by a chosen event — an invoice raised, an appointment finished, a ticket closed — with personalised wording.
Responses from people without accounts
Feedback
Guest and registered responses in one history, so you hear from more than the customers who happen to be signed in.
Ideas from the people doing the work
Suggestion Box
Submissions with categories, optional anonymity, team voting, review stages and a full status history per idea.
The answer, written down once
Internal Knowledge
Knowledge books and articles with visibility settings, attachments and interactive mindmaps where a diagram explains it better.
Cover attached at the point of sale
Warranty
Warranty registered automatically from a posted invoice, with active, partial, expired and voided statuses updating themselves.
Claims with a cost and a decision
Warranty
Raised from the warranty record with repair cost and problem description, moving through approved, rejected or completed.
Nothing lapsing unnoticed
Reminder
Reminders fired a set number of days ahead by email, SMS, Slack, Telegram or WhatsApp, with every send logged.
A record of who changed what
Activity Log
Every action with the user, the timestamp, a description and the screen it happened on, searchable rather than scrolled.
Keeping a queue that already lives in Zendesk
Zendesk
Real-time two-way ticket sync and knowledge base sync, worked from the same dashboard as the rest of the business.

In your industry

The same queue, a different question arriving.

A service desk looks identical from the outside whatever the trade. What is actually being asked, and what has to happen next, does not.

Healthcare

Service issues, without touching the clinical record

A clinic's service desk handles the administrative half of patient experience: a billing query, a rescheduling request, a complaint about a wait. Tickets carry an ID and a threaded history so nothing sits in one coordinator's inbox, and feedback is requested automatically once an appointment completes rather than handed out on paper. This is deliberately the non-clinical half — GetBizApps holds no patient records, which is the same line the Healthcare page draws.

Support Ticket Feedback Requests Internal Knowledge

See how healthcare runs it

Real Estate

Tenant requests, and the billing behind them

Managed property generates two things constantly: service requests and recurring charges. Requests arrive on a form with its own category and conditional fields rather than as a message someone scrolled past, tickets carry an ID a tenant can quote back, and reminders keep a renewal or an inspection from lapsing. The recurring side is billed on a schedule rather than chased.

Support Ticket Requests Reminder

See how real estate runs it

Retail

Returns, warranty and the same question every week

Retail service is high volume and repetitive, which is exactly the shape a knowledge base fixes. Warranty is attached to the product at the point of sale and registered automatically when the invoice posts, with claims carrying a repair cost and a decision, and return quantities syncing back to the record. The FAQ published alongside the ticket form handles the questions that would otherwise be the queue.

Warranty Support Ticket Internal Knowledge Feedback

See how retail runs it

Education

Parents, students and staff asking different things

An institution has three audiences and one desk. Requests handles the structured asks — transport, transfers, certificates — each on its own form with its own category, while Internal Knowledge gives staff a single place for procedures and guidance rather than a folder nobody opens. Announcements go out with a read count, and the questions that arrive anyway have an FAQ in front of them.

Requests Internal Knowledge Support Ticket Notice Board

See how education runs it

The queue

Nothing buried in somebody's inbox.

A shared mailbox works until two people answer the same thing, or nobody does. Both failures come from the same cause: a request with no ID, no owner and no state.

Support Ticket Requests

An ID on every submission

A unique ticket number the customer can track it by, which is what turns a message into something either side can refer to.

The whole conversation, threaded

Replies showing whether they came from the customer or from support, each able to carry its own attachments.

Categories you can read at a glance

Colour-coded by the kind of problem, so a queue is scannable and can be filtered and routed by issue type.

Your fields, not ours

Custom form fields with your own input types and widths, and control over which are required, without touching code.

An FAQ in front of the form

The questions that come up repeatedly answered before they become tickets, so the queue carries what genuinely needs a person.

Internal asks, structured

Requests turns leave, equipment, access or an enquiry into a form with conditional fields and its own category, arriving as a card rather than a message.

For property management, recurring billing and service requests are everyday work. Recurring Invoices & Bills and Support Ticket give our team a more organised way to handle both without relying on scattered spreadsheets and messages.

Nikhil Mehta — Property Operations Manager, HarborCrest Property Services

Asking, and hearing back

Two directions, both usually left to chance.

Customers tell you what went wrong if you ask at the right moment. Staff tell you what is wrong with the process if they believe something happens to what they say. Neither works as an open invitation.

Feedback Suggestion Box

Asked automatically

Pick the add-on and the activity that should prompt a request — an invoice raised, an appointment completed — and the email goes out on its own.

A number and a reason

A star rating you can compare across teams and time, with a comment field carrying the part that tells you what to change.

Guests count too

Customers respond whether or not they have an account, with guest and registered submissions in one history.

Ideas with a category

Staff raise a suggestion with a title, a category and as much detail as they want, optionally without a name attached.

Voted, not shouted

Colleagues vote on the suggestions that matter to them — self-voting prevented — so support decides what rises rather than volume.

Visible stages, and a reply

Every idea moves through stages you define with a full status history, and a written response on the suggestion itself.

We wanted a more structured way to handle service feedback. GetBizApps helps us collect responses and track issues through Support Ticket, so our team knows what needs attention and who is handling it.

Patricia Esther — Patient Experience Manager, OakVista Wellness Network

What your team needs to hand

The answer, and the entitlement behind it.

Most of what slows a service desk is not effort. It is two lookups: what the right answer is, and whether this customer is covered for it.

Internal Knowledge Warranty

Knowledge books, not a folder

Guides, policies, training material and processes grouped into books with an owner and a description, in a structure people will actually browse.

A diagram when prose fails

Articles can be an interactive mindmap built from connected nodes, saved and attached to the written article rather than drifting from it.

Who can see what

Visibility settings per article and a reader feedback toggle, so the library holds both open guidance and material for a narrower audience.

Cover registered at the sale

Posting an invoice containing a warranty-enabled product creates the warranty entry on its own; products without cover are simply skipped.

Statuses that update themselves

Active, partial, expired and voided, moving as dates pass, so the register reflects the position rather than the last time somebody checked.

Claims with a cost and a decision

Raised from the warranty record with the claim date, repair cost and problem description, then approved, rejected or completed.

The service review

Whether it is actually getting better.

A service function is judged on a trend, not a day. That only works if the ratings, the queue and the record of who did what all come from the same system rather than three exports.

Feedback Suggestion Box Activity Log Smart Dashboard Analytics

Smart Dashboard

Open tickets

across 5 categories

Avg rating

4.4

last 200 responses

Claims open

awaiting decision

Tickets closed by week

Ready to run

Feedback response history
Suggestion queue by stage
Warranty register
Activity log

Illustrative view — figures are examples, not customer data.

One response history

Every rating and comment in one place, identified as guest or registered, with the full detail one click away.

A trend rather than an anecdote

Ratings compared across teams, departments and time, so a change reads as a direction rather than as the last complaint.

The suggestion queue by stage

Counts by stage at a glance, then search, filter and export the full table when it needs working through properly.

Who did what, and when

Actions logged with the user, the timestamp, a description and the screen, so an investigation starts from a record rather than recollection.

Customers slowing down

Early warning on the accounts losing momentum, alongside identification of the ones worth strengthening.

Service next to everything else

Finance, sales, HR, inventory and operations on the same dashboard, so a spike in tickets can be read against what caused it.

What changes

The same jobs, done a different way.

Not a list of things we have — a comparison of how each job goes today against how it goes once service runs on one system. The middle column names no vendor: it describes the shape of the work.

What the team doesBy hand, or across separate softwareWith GetBizApps Suite

Receiving a customer issue
By hand, or across separate software
A shared mailbox where two people answer the same message, or nobody does, and neither outcome is visible until the customer chases.
With GetBizApps Suite
A form you control issuing a unique ticket ID, with open or closed status and a queue the whole team can see under role-based access.
Picking up somebody else's ticket
By hand, or across separate software
Forwarded email chains read bottom to top, with the attachment that mattered three replies down in a message nobody forwarded.
With GetBizApps Suite
The full threaded conversation on the ticket, marked customer or support, with attachments on both sides where they belong.
Handling the question that repeats
By hand, or across separate software
Answered again, slightly differently, by whoever picks it up — and answered best by the one person everybody escalates to.
With GetBizApps Suite
A published FAQ in front of the form and a knowledge book behind the team, written once with visibility settings and attachments.
Collecting feedback
By hand, or across separate software
A survey sent in a batch weeks later, answered by the people with the strongest opinions, in a tool nothing else can read.
With GetBizApps Suite
A request triggered automatically by the event you choose, personalised per recipient, answered by guests and registered users alike.
Acting on a staff suggestion
By hand, or across separate software
A box on a wall or a message to a manager, with no stage, no reply and no visible reason anything did or did not happen.
With GetBizApps Suite
Ideas with categories and optional anonymity, team voting, defined review stages, a full status history and a written response.
Checking whether something is under warranty
By hand, or across separate software
A spreadsheet of sales dates, a rule somebody remembers, and a decision made differently by whoever is at the counter.
With GetBizApps Suite
Warranty registered from the posted invoice with terms set per product, statuses updating on expiry, searchable by product or customer.
Taking an internal request
By hand, or across separate software
Leave asked for in one channel, equipment in another, with the approval existing only as a reply somebody has to find again.
With GetBizApps Suite
Your own forms with conditional fields, categories and a copyable link, arriving as searchable records with role-based access.
Answering an audit question
By hand, or across separate software
Reconstructed from people's recollections and whatever emails survived, which is an account rather than a record.
With GetBizApps Suite
An activity log carrying the user, the timestamp, a description and the URL for every action, searchable across enabled add-ons.

FAQ

Customer Service questions, answered.

Not directly. Support Ticket is form-driven: customers submit through a form you configure and the conversation threads from there, with replies carrying attachments on both sides. If your queue already runs on email through Zendesk, the Zendesk connector syncs tickets both ways in real time so agents can work it from the same dashboard as the rest of the business.

No. Support Ticket status is open or closed, and routing is by colour-coded category and by the people working the queue rather than by a rule engine. If a rule is what you need, Workflow Automation can fire notifications by email, Slack, Telegram, SMS or WhatsApp on a module trigger with your own conditions — but it is a notification, not an assignment clock.

Support Ticket is for customer issues: an ID, a threaded conversation, categories and a published FAQ. Requests is a form builder for structured asks — leave, equipment, access, an enquiry — with three layouts, conditional show and hide logic, categories and subcategories, and submissions arriving as colour-coded cards. Most teams end up using both, one facing out and one facing in.

You choose the add-on and the activity that should prompt it — an invoice raised, an appointment completed, a ticket closed — and Feedback sends the request automatically, with your own wording and variables such as the customer's name and the form link filled in per recipient.

Pricing is per add-on, per user and per term. A team running Support Ticket and Feedback pays for those two; Requests, Suggestion Box, Internal Knowledge, Warranty, Reminder and the Zendesk connector are each separate and switched on only if you need them.

One platform, only the parts you run.

Start with this department and add the rest when the handover between two of them stops being an export. We will walk you through it on your own numbers.

Book a demo See the other departments