Ticketing for software and digital product companies

Your customers expect support at the speed of the plan they pay for, and your developers do not want interruptions for questions the docs already answer. TixDesk connects support to your product via API, applies SLAs by plan and sends real bugs to developers with full context.

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Support in tech companies

A software company sells a product and supports it. As customers grow, simple questions mix with real bugs, reports get lost between email and chat, and developers are interrupted constantly.

TixDesk triages: questions are answered by the knowledge base or L1, bugs reach developers with reproduction steps and environment, and each customer is served according to their plan.

Challenges and what TixDesk changes

Developers constantly interruptedSupport tiers and L3 escalation with full context.
Customers on different plansSLAs per contract or plan.
Repeat questionsPublic knowledge base and portal.
Reporting from inside the productTicket creation via API.
Linking to dev toolsWebhooks when bugs escalate.
Support under your brandWhite label.

Typical request types

Example categories, priorities and teams we configure during rollout.

RequestCategoryUsual priorityTeam
Production bugBugs › CriticalCriticalL3 – Development
Feature questionQuestionsLowL1
Feature requestSuggestionsLowProduct
Integration issueIntegrationHighL2
Billing issueAccountsMediumAccounts

Scenarios

Approval steps are highlighted.

  1. In-product reportVia API with user context
  2. L1Verify and reproduce
  3. L2Isolate and diagnose
  4. L3Developers via webhook
  5. Release and notifyAll affected customers

Most relevant modules

API & webhooks

Product integration.

Knowledge base

Repeat answers.

Contracts

Hours, visits and covered assets.

Agent performance

FCR per agent.

White label

Your brand.

Self-service portal

Requests and tracking.

How many customers use your product?We demo support connected to your product via API.
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Questions from tech companies

Can tickets be created inside our app?

Yes, via API with user and environment data.

Does it integrate with dev tools?

Via webhooks and API to push bugs to your team's tools.

Can SLAs follow customer plans?

Yes, by linking customers to contracts or plans with their own policy.

Support worthy of your product

Customers served per plan, developers focused on building.

  • API integration
  • SLAs by plan
  • Public knowledge base
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