HELP DESK MANAGEMENT

Customer service that keeps customers coming back.

Collect, assign, and resolve support tickets from every channel — all in one place, fully connected to your CRM.

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Request Management

Every support request.
One place.

Email, web form, or phone — no matter how your customers reach out, every request lands in the same queue. Your team works from a single, organized view instead of juggling inboxes.

Unified multichannel inbox

Collect tickets from all channels automatically. No manual entry, no missed requests.

Priority levels

Assign priorities to each ticket so your team always knows what needs attention first.

Staff assignment

Route tickets to the right person or team instantly. Everyone knows what they own.

News feed
Sales
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Forms
Database
Automation
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Help Desk
Inbox 13
My open tickets 2
Waiting
All open tickets
All closed tickets
+ New ticket
All open tickets
# ENTERED DATE ↑ SUBJECT CUSTOMER REQUESTER PRIORITY STATUS
2 Apr 3 08:54 Hydraulic leak on excavator arm Caldwell Industries Normal Open
4 Apr 23 12:51 Boom cylinder not extending Harford Equipment Grace Wong Critical Open
5 Apr 23 13:23 Track slipping on crawler crane Harford Equipment Grace Wong Critical Open
6 Apr 30 15:47 Engine overheating under load Harford Equipment Grace Wong High Open
7 May 1 11:23 Bucket teeth replacement request Pentland Machinery Jean-Marc Bernard Normal Open
8 May 14 12:55 Swing bearing grinding noise Caldwell Industries Sam Bryce Low Open
14 Yesterday 16:25 Remote controller malfunction Alabama Pipe Foundry Brian Barr Normal Open
15 Yesterday 16:29 Outrigger pad cracked on loader Axford Crane Works Iris Camargo Low Open
16 Yesterday 16:32 Crane not operational Axford Crane Works Iris Bernard Low Open
17 Yesterday 16:33 Hydraulic hose burst on boom Axford Crane Works Sam Charm… Low Open
18 Today 08:27 Annual service scheduling request Summit Excavators Laura Simpson Low Open
Request
Info
Notes
Activities
Email
Opps.
Remote controller malfunction
Brian Barr
+1 416-616-7898
Alabama Pipe Foundry
Open-Inbox ▾
Assign to me
+ Add tags
A
First response target: 6 hours
2 hours 4 minutes left.
Resolution target: 12 hours
8 hours 4 minutes left.
Entered date:
Today 10:16 (3 hours 55 minutes ago)
Priority:
Normal
Service level:
Premium
FILES + Add file
MOST RECENT NOTE + Add note
Close
Details
Resolution target: 12 hours
8 hours 4 minutes left.

Service Level Agreements

Never miss an
SLA target.

Set response and resolution time targets for each service level. TeamGram automatically detects which customers have SLAs in place and tracks every ticket against the clock.

Response and resolution targets

Set separate SLA targets for initial response time and full resolution — for each tier of customer.

Automatic SLA detection

TeamGram recognizes which customers have SLAs and applies the right targets automatically.

SLA timers run on your schedule, not the clock.

TeamGram only counts time during your defined work hours — so deadlines are always fair, and your team is never penalized for time outside the working day.

CRM Integration

Link requests to
CRM records.

Automatically connect support requests to customer records. Your team sees the customer’s CRM history without switching screens. Better context, better service.

Full CRM integration

Tickets connect directly to customer records. Automatically.

Full ticket history

See every past request from the same customer at a glance — even if they were initiated by different contacts.

360-degree view of the customer

Not just support staff — sales reps and account managers see the complete ticket history too, so everyone managing the relationship knows exactly where things stand.

Twenty service calls last year. Every single one resolved within 24 hours.

Yes. Your team is amazing.

Upgrade to Premium SLA and that becomes a guaranteed 1-hour response. Want a quote?

Remote controller malfunction
Info
Notes
Activities
Email
Opportunities
Quotes
Orders
Activity name
Status
End date
Schedule field visit with client
Assignee
Scheduled: Today
Today
Arrange replacement parts order
Assignee
80%
Tomorrow
Update firmware on unit #4
Assignee
30%
Tomorrow
Get equipment checklist signed
Assignee
Scheduled: Tomorrow
June 10

Parallel Processing

Resolve complex issues
faster.

Some tickets need more than one person. Assign multiple activities to different team members on the same ticket — all running in parallel — so complex issues get resolved without bottlenecks.

Multiple activities per ticket

Break a complex issue into parallel activities assigned to different people — no waiting for one step to finish before the next begins.

Coordinated collaboration

Different specialists can work on different parts of the same issue simultaneously and have access to each other’s notes. Faster resolution, less back-and-forth.

Dashboards & Reports

Stay in control.

The service manager dashboard gives you a real-time picture of your entire support operation. Spot bottlenecks, track SLA compliance, and act before small issues become big problems.

Real-time overview

Open tickets, SLA status, response times, and more— all at a glance.

Act before it’s too late

Tickets at risk of SLA breach are flagged prominently so managers can intervene in time.

Help desk
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Current Metrics
Inbox
15
In progress
5
Waiting
3
Period Metrics Last 30 days
Created
140
Resolved
117
Time to resolve
2
days
# of Requests Created
# of Requests Resolved
Average Resolution Time

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