Support tickets, on top of the inbox you already have

What a support desk adds to a shared inbox

A support desk is the layer that turns conversations into accountable work. A shared inbox tells you what was said. A desk tells you who owns it, by when it must be answered, what state it is in, which of your businesses it belongs to and whether the promise was kept. CRM Solid adds that layer to the conversations already flowing through the platform rather than asking you to run support somewhere else.

The reason most teams eventually need it is small and repeated. Two people answer the same message. A request that arrived on Friday evening is noticed on Tuesday. Somebody asks how long the team takes to reply and the honest answer is that nobody measured. None of these are solved by a bigger inbox; they are solved by ownership and a clock.

Tickets that point at the conversation, not copies of it

A ticket here does not duplicate your messages into a parallel system. It points at the real conversation: the live chat thread, the email thread, the Telegram or Instagram or WhatsApp chat. Replying to the ticket is replying in the channel, and the customer sees a normal answer where they wrote, not a robot-formatted email from a ticketing address.

That design choice is the reason the desk can be switched on without a migration and switched off without losing anything. The conversation was always the source of truth; the ticket is the accountability wrapped around it.

Promises, and the honesty of a paused clock

You set a target first reply and a target resolution, per priority. The queue counts down against them, shows what is at risk before it breaches rather than after, and records the breach when it happens. Because the countdown is stored on the ticket, the report is a measurement rather than a recollection.

On Business, business hours pause the clock outside working time, including the weekend. This matters more than it sounds: an SLA that counts the hours nobody was working produces breach numbers everybody learns to ignore, and an ignored SLA is worse than no SLA.

Running more than one business from one desk

A brand is a business you run: its own channels, its own reply-time promises, its own reporting line. An agency with four clients, a founder with two products or a reseller with several storefronts works one queue and sees on each row which brand the request belongs to. The brand is stamped on the ticket when it opens, so history stays correct even after routing changes.

Promises resolve from the most specific rule to the most general, so a brand can carry its own targets while everything without a rule falls back to your default. One brand is included on every plan, five on Pro and unlimited on Business.

What you get on which plan

The desk is a paid feature, and the two most commonly assumed pieces are Business-only. Worth reading before you plan around it.

• Free: no support desk. Free is the Telegram CRM tier.
• Pro, $24.99 a month: tickets from every connected channel, assignment to teammates, reply-time promises, priorities, statuses, tags, internal notes and up to five brands.
• Business, $99 a month: everything above plus business hours that pause the promise clock, support reporting on first reply time, resolution time and satisfaction, and unlimited brands.