Channels for each kind of request
IT, HR, bugs, product feedback, public support. Each channel is internal, public, or both. One queue per kind of ask, not one shared inbox for everything.
Help Desk
Never lose a request.
Open a channel for IT, HR, bugs, or public support. Requests come in from the office, email, live chat, or an embed on your site. People can search the knowledge base first. You work the ticket in one place.
Never lose a request
Internal requests and public support use the same Help Desk app. Email, chat, and the form all land on a ticket. The knowledge base answers the ones that do not need a person.
Tickets with a status
Every request gets a ticket. New, open, in progress, resolved, closed. Set priority. Add an internal note the requester never sees.
Submit from inside the office
People in the firm open Submit a request, pick a channel, and send it. No public form required for internal IT or HR.
Embed it on your site
A public channel gets a widget, an inline form, a public URL, or an API. Paste the embed. Requests from the site land in the same queue.
Live chat on the ticket
A channel can open live chat instead of ticket-only. The visitor waits in queue. An agent picks up in the Help Desk app. The thread stays on that ticket.
Ask first. Reuse the answer.
A questionnaire or a pre-chat flow can collect what you need before anyone talks. Canned replies insert with a slash when the same answer comes up again.
Email in. Reply from the ticket.
Mail to the channel becomes a ticket. Reply from the Help Desk app and the requester gets it in their inbox. The thread stays on the ticket, not in a side inbox.
A knowledge base, before they submit
Articles people can search on the widget or before they file. The ones that still need a person become a ticket. This is not the Standards app. Standards is SOPs people acknowledge at work. This is help for the request in front of them.
Ask how it went
When the chat or ticket closes, the requester can rate the experience. That CSAT score sits on the ticket so you can see how the queue is doing.
Connected to the rest of the work
The Help Desk app is the queue. Add the other Base Assist apps when the request is a job, a client, or a team thread.
Projects
Convert a ticket into a task on a project when the request is actually project work, like a feature request or bug report. The ticket can stay linked to that task.
CRM
A public submitter email can match a contact. You can also link a client on the ticket. The Help Desk app still works without the CRM app.
Pricing
You pay the people who answer, not the people who submit. Other help desks charge per agent and still cap tickets. A seat here can work as many tickets as the queue needs.
Team
1-9 users
$8/ user / month
The full Help Desk app. Channels, tickets, email, live chat, embeds, knowledge base, CSAT, pre-chat flows, canned replies, and unlimited tickets.
Studio
10-24 users
$7/ user / month
The full Help Desk app. Every seat at this rate once you are in the band. Unlimited tickets.
Firm
25-49 users
$6/ user / month
The full Help Desk app. Same features, lower seat price as the firm grows.
Organization
50+ users
$5/ user / month
The full Help Desk app. Volume rate. Still unlimited tickets.
A seat is anyone licensed for the Help Desk app: people who work tickets, pick up live chat, or open the agent screens. People who only submit a request do not need this seat. Public visitors never do. All seats are billed monthly at the rate for your current size. The Projects and CRM apps are licensed separately.
Need more than one app? Estimate a monthly total.
Questions
How the Help Desk app is set up in Base Assist.
Anyone who works tickets, picks up live chat, or opens the agent screens in the Help Desk app. People who only submit a request do not. Public visitors never need a seat.
No. You pay per person licensed for the Help Desk app. A seat can work as many tickets as the queue needs.
Yes. Mail to the channel becomes a ticket. Reply from the Help Desk app and the requester gets it in their inbox. The thread stays on the ticket.
No. Live chat in the Help Desk app is the visitor on a ticket. The Chats app is internal: DMs, groups, and feeds on the work. Keep the ticket here. Use the Chats app when the people answering need a thread next to other work.
Yes. A public channel gives you a widget, an inline form, a public URL, or an API. Paste the embed. Requests land in that channel's queue.
Yes. Convert the ticket to a task on a project in the Projects app when the request is actually job work.
No. The Help Desk app is the queue on its own. If you run the CRM app, a public email can match a contact, and you can link a client on the ticket.
Customer satisfaction. When the chat or ticket closes, the requester can rate how it went. That score sits on the ticket so you can see how the queue is doing.
Yes. Articles people can search on the widget or before they file. If they still need a person, it becomes a ticket. This is not the Standards app. Standards is SOPs people acknowledge at work. The knowledge base is help for the request in front of them.
Help with the Help Desk app
Channels, tickets, email, live chat, knowledge base, CSAT, embeds, and canned replies.