Everything you need to deliver exceptional support

Submit tickets with rich text, inline images, file attachments, and priority levels. Full threaded conversation view with colour-coded agent and customer messages.

Private notes visible only to the support team - ideal for escalation context, handoff notes, and internal discussion without the customer seeing.

CC colleagues on any ticket thread. End users can transfer ticket ownership to a colleague, with the original requester automatically CC'd.

Merge duplicate tickets with consolidated tags and audit links. Bulk actions for status changes, assignment, transfer, and merge from the queue view.

Structured progression (Open → In Progress → Awaiting Customer → Resolved → Closed) with an append-only audit trail of every change on every ticket.

Search across ticket subjects, descriptions, and messages. Filter by status, priority, category, date, agent, tag, or any combination. Save filters as named views.

Drag-and-drop dashboard on a 12-column responsive grid. Reposition and resize widgets freely - layout persists per user. Enter Customise mode to tailor your workspace.

15 built-in widgets across personal (My Queue, Unassigned, Recent Activity), team (Performance, Workload, SLA Compliance), and admin (Tenant Stats, System Health) categories.

Reusable reply templates with automatic variable substitution - customer name, ticket ID, agent name, and organisation. Insert polished responses with one click.

An amber banner warns agents when another agent is composing a reply on the same ticket, preventing duplicate responses and wasted effort.

Save custom ticket queue configurations as named views and switch between them instantly. Build views for specific workflows, priorities, or categories.

Agents maintain a rich profile with an auto-appended signature, skills, working hours, availability status, bio, and department.

Configurable if/then rules triggered on ticket creation, update, or reply. Conditions support multi-group AND / OR / AND NOT logic with field-aware operators.

Define response and resolution time targets per priority level with business-hours-aware countdown timers. Visual badges show whether tickets are within, approaching, or breaching targets.

Configure working hours, days, and holidays per tenant. SLA timers automatically pause outside business hours and on non-working days.

Automatically send satisfaction surveys when tickets are resolved. Customers rate via a star scale with optional comments, aggregated in analytics.

Publish categorised help articles that end users can browse and search without raising a ticket. Create, edit, publish, and archive articles with full-text search.

30 built-in help articles across three personas (User, Agent, Admin). Sidebar navigation with collapsible categories, screenshots, callouts, and step-by-step instructions.

Dedicated end-user portal showing My Open Tickets, Closed Tickets, Organisation Tickets, and CC'd Tickets - with status badges, priority indicators, and unread markers.

Download a branded PDF guide from the Help Centre. Includes cover page, table of contents, and all articles for the user's role - generated with Trelliss brand typography.

Ticket volume trends, resolution times, category distribution, and agent workload - with configurable date range and timeframe presets.

Summary cards and four visualisations (volume over time, status breakdown, priority distribution, agent workload). Export up to 10,000 rows to CSV.

Customer satisfaction scores aggregated per agent, category, and time period. Individual ratings visible on each ticket with optional customer comments.

Live queue badges, unread counts, and ticket numbers update across the agent interface as tickets flow through the system - no manual refresh needed.

Edit the subject and HTML body of all 12 outgoing email types with a rich text editor and variable picker. Ship with branded defaults, reset any time.

Reply directly to a notification email and the response is appended to the ticket thread automatically, with signature and quote stripping.

Real-time notification feed with unread counts. Fine-grained controls per user and per ticket - all updates, status-only, mentions-only, or mute. Email digest batching (15/30/60 min).

Tokenised links in notification emails let agents resolve a ticket or set it to Awaiting Customer without opening the portal - act on tickets from your inbox.

Attach files up to 25 MB per ticket or reply. Clipboard paste for screenshots. All uploads are virus-scanned via Microsoft Defender for Storage with real-time status badges.

A shared file store for software releases, documentation, and patches. Access can be scoped to the whole tenant, a specific organisation, or individual users.

Microsoft Defender for Storage scans every upload automatically. Real-time badges show Pending, Clean, or Quarantined status. Infected files are blocked from download.

Per-tenant storage accounts with connection strings secured in Azure Key Vault. Private content uses short-lived SAS tokens for direct secure download.

Upload your logo, set brand colours, customise the portal title, login background, and email branding - with live preview. Separate email branding configuration.

Enable or disable auth methods independently for agents (Entra ID SSO, email/password) and end users (Entra ID, Google, email/password, magic links). Silent token refresh keeps sessions alive.

Customisable roles with per-resource permission levels (None, Read, Full). Default roles ship out of the box. Create custom roles and assign them to agents with full API and UI enforcement.

Configure a custom subdomain or vanity domain with CNAME verification and automatic TLS provisioning. Your customers see your brand on every URL.

Create client organisations, set domain restrictions, invite end users with optional Microsoft Entra B2B guest invitations, and manage role-based access.

Guided first-run setup: branding, auth config, agent invitations, category creation, and first organisation - operational in minutes, not days.

Database-per-tenant isolation on Azure SQL Elastic Pools. Each tenant's data is completely separated with independent backup and recovery.

Self-serve data export for end users and tenant admins. Generates a ZIP archive of all user data (tickets, messages, attachments) with a 24-hour secure download link.

256-bit TLS encryption, Azure Key Vault for secrets, configurable password policies, email verification, and full audit logging across every action.

Purchase directly from the Azure Marketplace. Billing through your existing Azure subscription with automated tenant provisioning on purchase.

Installable as a native-like app on desktop and mobile with offline ticket list caching. Fully responsive with collapsible sidebar and touch-friendly interactions.

Define a shared skills taxonomy for agent profile tagging. Tag agents with their expertise areas for future skills-based ticket routing.