Support That Never
Misses a Beat
Centralise every support request — from IT issues to HCM queries — with BettaSuite's powerful ticketing system. Every ticket is auto-numbered, assigned, prioritised, and tracked with full accountability from open to closed.
Your Team's Central
Support Command Centre
BettaSuite's Help Desk gives your organisation a centralised, structured way to handle every request. Every ticket is auto-numbered with a unique status, priority, assignee, response time remaining, and close time remaining — all visible in real time, with a live analytics dashboard to track team performance.
Every Request Tracked & Resolved
Every ticket is auto-numbered on submission and visible in a structured list — with response time remaining, close time remaining, and status badges updated in real time. Nothing falls through the cracks.
One Help Desk, Two Audiences
Whether support requests come from your own team or from the clients you serve, the same structured ticketing, SLA tracking, and reporting applies.
Support, Guidance & Assistance for Your Team
Use the Help Desk as your organisation's internal support channel — IT issues, HCM queries, facilities requests, and general staff guidance all logged, assigned, and tracked in one place.
Client-Facing Support, Built In
If your organisation is a Service Provider, the same Help Desk extends to your clients — email-to-ticket routing, SLA management, and satisfaction ratings give external customers the same accountability as internal teams.
Everything You Need to Run a Tight Support Operation
Ticket Creation & Tracking
Every request is auto-numbered on submission. Tickets show title, assignee, priority, state, type, response time remaining, and close time remaining — all in one row.
SLA & Priority Levels
Tag tickets Critical, High, Medium, or Low. Response time remaining and close time remaining track live against each SLA threshold. Escalation triggers when deadlines approach.
Board & List Views
Switch between a structured list view and Kanban board (To Do / In Progress / Done) at any time. Both show the same live data — manage tickets the way your team works best.
Analytics Dashboard
Live dashboards show open tasks, total closed, average response and resolve times, SLA compliance rates, and breakdowns by priority and ticket type.
Internal Notes & Client Replies
All internal team notes and external client replies stored inside the ticket — full communication history in one place, every update logged with user and timestamp.
Email-to-Ticket Routing
Client emails to your dedicated Help Desk address are automatically converted into logged, numbered tickets — no manual capture, no missed requests.
From Raised to Resolved
See how a ticket moves through BettaSuite's Help Desk — from the moment it's logged to final resolution and analytics reporting.
Ticket Logged
Auto-numbered on submission via portal or email-to-ticket routing
Assigned & Prioritised
Routed to the right agent. Priority set. SLA timer starts immediately
In Progress
Agent works ticket with internal notes and external client reply threads
Resolved & Rated
Ticket closed. Client notified. Satisfaction rating requested on close
Reported
Data feeds live analytics — volumes, response times, resolution rates