Everything in Hitt Hosting Desk

The inbox your agents live in.

• Tickets with status, priority and channel (web, email, phone, chat)
• Threaded conversations with agent-only internal notes
• Assign tickets to agents; reassign at any time
• Tag tickets and filter by tag
• Contacts with company, notes and per-contact ticket history
• Link a ticket to a Books invoice or a Field job

Promises you can actually keep.

• Multiple SLA policies with one workspace default
• Route SLA policies by contact, tag or channel
• Per-priority first-response & resolution targets
• Business-hours-aware SLA clock with configurable holidays
• Automatic breach detection with first-response & resolution flags

Stop doing the same thing twice.

• Macros — canned responses applied to a ticket in one click
• Automation rules: triggers on ticket events run actions automatically
• Per-user saved views for repeatable inbox filtering
• Full-text search across tickets, messages and contacts
• In-app notifications with per-user notification preferences
• Reporting dashboard: open/pending, breaches, resolved today, 30-day avg first reply Business
• One-click JSON export of your full workspace data Business

Deflect tickets, capture satisfaction.

• Magic-link customer portal — no password, single-use token
• Customers submit, track and reply to their own tickets
• Knowledge base with categories and draft/published/archived articles
• Per-article view counts on the customer portal
• CSAT survey after resolution (1–5 score + comment)
• File attachments via signed URLs, stored in Supabase Storage
• Time tracking per ticket with billable + labor-category fields

Hitt Hosting CRM, Books and Field, wired in.

• Import and search contacts from Hitt Hosting CRM
• Pull linked invoices from Hitt Hosting Books
• Invoice billable time entries straight to Books
• Spawn a Field dispatch job from a ticket
• Soft links degrade gracefully if a sibling product is disabled

Built for regulated SaaS from day one.

• Tamper-evident, hash-chained audit log on every mutation
• Filterable audit feed for admins and owners
• Audit-chain verification to prove the log is intact Business
• CSV audit-log export for external review Business
• Agent anonymization for customer-facing portal views Business

Multi-agent, role-based, recoverable.

• Workspaces with owner / admin / agent / viewer roles
• Token-based member invites with expiry and single-use accept
• Member management — add, change role, remove
• Ownership transfer between members Business
• Soft-delete a workspace with a restore window
• Workspace branding: name, brand color and logo
• Configurable business hours and holiday calendar
• 14-day free trial, then honest per-seat billing