Helpdesk
Helpdesk Features
Discover all Sugester Helpdesk features — shared inbox, templates, automation and reports.
Unified inbox
All email addresses in one panel. Assignment, internal notes.
INBOX · 12 NEW
AJ
Anna Johnson
Re: Quote for 10 seats
ET
Eva Torres
Setup + InvoiceOcean
Canned responses
Ready-made templates with variables and HTML formatting.
TEMPLATES · 8 ACTIVE
Acknowledgment
Hi {{name}}, thanks for reaching out. Your ticket {{ticket_no}} has been logged...
Need more info
Hi {{name}}, we need a few more details to resolve your ticket...
Task assignment
Automatic case distribution based on rules and round-robin.
RULES · ACTIVE: 3
IF from support@ → Support
IF no reply 24h → escałate
IF subject: "invoice" → Billing
Response rating
Customers rate support quality. NPS reports per agent.
RATINGS · APRIL 2026
⭐⭐⭐⭐⭐
4.8 / 5.0
based on 342 ratings
Activity tracking
Full team action history — timeline per case.
Timesheets
Time tracking per case. Efficiency reports.
TIMESHEET · TODAY
#1042 Johnson — quote1h 23m
#1038 Smith — API45m
#1035 Torres — setup2h 10m
Total today4h 18m
Tags and grouping
Organize emails with tags, priorities and categories.
Filters and macros
Automate tasks. Macros execute multiple actions in one click.
MACRO · "CLOSE AND NOTIFY"
1 Set status → Closed
2 Send template → "Case resolved"
3 Add tag → resolved
4 Send satisfaction survey
Undo send
Recall an email within seconds of sending.
Import/export
Migrate emails from other systems. Export archive.
Folders
Organize emails into folders with automatic sorting.
Time analysis
How much did a client cost? Reports per agent and per client.
