A focused ticket management system for SaaS support teams — with SLA enforcement, role-based access, and queues your agents will actually use.
Every ticket in one clean list — prioritized, SLA-tracked, and assigned. No noise, just what your agents need to act.
Built around the reality of SaaS support — fast triage, clear ownership, and SLA accountability from the moment a ticket arrives.
SLA policies are assigned on ticket creation based on priority. A background worker checks every 5 minutes and flags breaches before they become a problem.
Break large issues into sub-tickets. Parent tickets auto-close when all children resolve — no manual bookkeeping, no orphaned work items.
Each customer org gets its own isolated portal. Agents see everything; customers see only their own tickets — access control built in.
Agents collaborate internally without customers seeing the back-and-forth. Public replies go straight to the submitter, internal notes stay private.
Ticket volume by product, agent workload, SLA breach rates, and customizable card visibility — all on a single, scannable dashboard.
Attach screenshots and logs to any ticket. Export your entire filtered queue to CSV for reporting or archiving in one click.
A simple, repeatable flow that keeps every ticket moving — no manual reminders, no status guessing.
Customers log in to their organization portal and submit a ticket with a subject, description, priority, and optional attachments. A unique ID like TKT-AX3K9M is generated instantly.
Based on the selected priority, the system attaches the matching SLA policy and calculates a due-by timestamp. The clock starts the moment the ticket is created.
Agents see open, unassigned, and SLA-breached tickets at a glance. They assign themselves, leave internal notes, or escalate to a manager — all without leaving the ticket detail view.
Once resolved, the ticket is marked closed. If it's a parent ticket, all children must resolve first. Reports capture the full resolution history for every agent on the team.
Every user has exactly the access they need — no more, no less. Role assignment is handled by admins and reflected immediately.
Submit tickets, track their status, and communicate through public comments. Scoped to their own organization.
View all tickets, assign ownership, post internal notes, update status, and access reports and exports.
All agent capabilities plus escalation authority, workload visibility across the full team, and SLA oversight.
Full system access: user management, SLA policy configuration, org setup, and dashboard customization.
Whether you're a lean startup or a scaling support org, Surgepulse Helpdesk adapts to how your team actually works.
Small teams with 2-10 support agents who need structure without the overhead of enterprise tools. Get SLA tracking from day one.
Your team is drowning in email threads and losing track of who owns what. Move to structured queues with clear ownership and status.
You need to know which agents are overloaded, which products have the most issues, and whether SLAs are being met — at a glance.
Pick the plan that fits your team. No hidden fees, no surprises.
Tickets are tagged by product so agents can filter their queue and managers can spot which product needs attention.
No products configured yet.
Everything you need to know before getting started.
Set up your organization, invite your team, and have your first ticket in the queue within minutes. No credit card required.