Deliver world-class customer support with zero SLA breaches.
Omnichannel ticket queues, automated SLA escalation timers, AI-assisted macro replies, and white-label client help portals directly connected to your engineering tasks.
Engineered for customer success teams, IT desks, and agencies.
From high-speed omnichannel ticket queues to deep cross-app escalation to engineering.
Omnichannel Support Queues & Ticket Routing
Consolidate customer support requests from email, website forms, and client portals into one clean, prioritized support inbox with automated agent routing.
- Custom ticket priority levels (Urgent, High, Normal, Low)
- Automated ticket assignment based on agent specialization
- Custom tag taxonomy & department filtering
Automated SLA Tracking & Escalation Rules
Guarantee customer satisfaction with customized Service Level Agreement (SLA) timers, automated warning alerts, and escalation triggers before breaches occur.
- First-response and full-resolution SLA countdown timers
- Automated manager escalation on approaching SLA breaches
- Custom business hours & holiday calendar support
Canned Responses & AI-Assisted Replies
Empower agents to resolve repetitive inquiries in seconds with pre-written macros, customizable snippets, and AI-suggested responses from Orbit Copilot.
- Library of rich-text canned macro responses
- Orbit AI response drafter referencing documentation
- Internal private notes for team collaboration on tickets
White-Label Customer Help Portal
Provide clients with a branded self-service support portal where they can submit new tickets, check resolution progress, and access knowledge base guides.
- Custom CNAME domain with automated SSL encryption
- Ticket status tracking without requiring phone calls
- Self-service password reset & account inquiries
CSAT Surveys & Support Performance Analytics
Measure customer happiness with automated post-resolution CSAT surveys, agent resolution speed metrics, and ticket volume trend reports.
- Automated 1-click CSAT survey emails
- Agent productivity & average resolution time leaderboards
- Category volume trend analytics to identify product bugs
Direct Conversion to Bug Tasks & CRM Records
Convert customer support tickets directly into engineering bug tasks in Projects or link them to active CRM client relationship cards.
- 1-click conversion of support ticket to Project Bug Task
- Links support history directly to CRM client cards
- Notifies account managers of escalated VIP client issues
How to Streamline Customer Support in 180
Follow these 4 steps to set up support inboxes, configure SLAs, and resolve customer inquiries.
2-Minute Service Desk Overview
Interactive step-by-step visual training modules.
Configure Support Inbox & SLA Policies
Navigate to Service Desk → Settings. Connect your support email address (e.g., [email protected]) and set SLA response targets (e.g. 1 hour for Urgent).
Define Canned Responses & Routing Rules
Set up standard macros for common billing, setup, and troubleshooting questions. Configure automatic routing rules to distribute tickets evenly.
Resolve Tickets with Team Collaboration
Agents reply to customers, add internal private notes, tag specialists, and use Orbit AI to generate instant troubleshooting recommendations.
Escalate to Engineering or Log Customer CSAT
If a bug is identified, convert the ticket into an engineering task in Projects with one click. Upon resolution, an automated CSAT survey is sent.
Support that coordinates directly with product and sales.
See how customer tickets convert into engineering bugs and reflect on client CRM records.
Converts reported customer issues directly into prioritized bug tasks for engineering sprint backlogs.
Displays open and resolved support tickets directly on the CRM client timeline for account managers.
Serves the customer support helpdesk under your white-labeled custom CNAME domain with automatic SSL.
Frequently Asked Questions about 180 Service Desk
Answers on email forwarding, SLA countdown timers, internal notes, and CSAT surveys.
Can I connect our company support email address?
How do automated SLA timers work in 180 Service Desk?
Can agents collaborate internally on tickets without the customer seeing?
Can we convert complex support tickets into engineering tasks?
Are CSAT satisfaction surveys included?
Elevate your customer support experience today.
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