Bring every customer request into one inbox.
Email, web forms and requests from the customer portal become tickets with ownership, status, deadlines and history. And because helpdesk is part of Fogito, a ticket can become a job, an appointment or an invoice without switching systems.
Customer requests are operations, not just messages.
For a service or operations business, a request is almost always the start of work: a visit, a repair, a bill. So it belongs in the same platform as the jobs, the calendar and the invoicing.
From request to solved, job and invoice.
Follow the whole flow in the demo: an email becomes a ticket, the rules run themselves, AI helps with the reply, and the case turns into a job and an invoice, with no system switch.
From scattered emails to managed tickets.
Email becomes tickets
Connect your support address so every email becomes a ticket with a number, an owner and a status. Replies are sent from Fogito, and the whole thread stays on the case.
Web form and customer portal
Requests from your website and from the customer portal land in the same queue, with category and priority set from the start.
Public reply or internal note
Write to the customer or to your colleagues in the same thread. Internal notes are clearly separated and never reach the customer.
Status, priority and ownership
Fixed statuses, four priorities and one owner per ticket, so the queue can be managed, shared out and measured.
Response times you can promise. Routines that run themselves.
Reply within what you promised
Set SLA policies with business hours per customer or priority. Fogito shows the deadline on every ticket, reminds the team in good time and escalates if a deadline is about to be missed. Response times become something you manage, not something the customer notices.
Let the routines run themselves
Route tickets automatically by category, customer or team load. Use macros and canned replies for the questions that come up again and again, and let rules tag, prioritise and send acknowledgements before anyone has opened the case.
A ticket can turn into work, appointments and money.
This is where Fogito differs from a classic ticket system. The case doesn’t end with a reply, it continues as a job, an appointment or an invoice in the same platform, with no re-entry.
From ticket to job
Convert the case into a job or a whole project in one click. Ticket and work link to each other, so support can follow the delivery.
From ticket to appointment
Book the visit or the inspection straight from the ticket, in the same calendar as the rest of operations.
From ticket to invoice
Create an invoice basis from the case once the work is done, without keying anything in again.
Customer context on the case
See the customer’s previous tickets, invoices, appointments and bookings next to the thread as you reply.
Help before the ticket. Insight after.
Reply suggestions and summaries
AI can summarise long threads, suggest replies and tag cases. Always as suggestions, the agent decides and sends.
Self-service that takes the load off
Build a help centre with answers to the most common questions, and let the customer be offered relevant articles before the ticket is created.
Metrics that mean something
Track first-reply time, resolution time, SLA compliance and customer satisfaction per team, customer or category.
The customer’s way in. Your engine.
Give customers their own way in
With the customer portal your customers get a branded surface with their own logo, where they report cases, follow status live and approve work above an agreed value limit. It all lands as tickets in your helpdesk, and status flows automatically back to the customer.
Built for businesses with customers, employees and responsibility.
Fogito is built for businesses that handle jobs, customer data, employees, time, documentation and invoicing in one platform.
A DPA and an overview of relevant sub-processors can be provided as part of the procurement process.
Read about technology and securityQuestions about helpdesk.
Do our customers need a login to create a case?
No. An email or a web form is enough to create a ticket. With the customer portal you can also give customers their own way in, with a login and full overview.
Can our support email be connected?
Yes. Incoming email becomes tickets with a number, an owner and a status, and replies are sent from Fogito, so the whole thread stays on the case.
Can a ticket become a job or an invoice?
Yes. Tickets can be converted into jobs, projects, appointments and invoice basis, and ticket and work link to each other.
Can we manage response times?
Yes. SLA policies with business hours, reminders and escalation can be set per priority or per customer.
Can the customer see internal notes?
No. Internal notes are only visible to your team and are clearly separated from replies to the customer.
What can AI help with?
AI can summarise long cases, suggest replies and tags, and suggest relevant help articles to the customer before a ticket is created. Suggestions are always approved by a human before they are sent.
See helpdesk wired to your operations.
Book a demo and see how requests become tickets, jobs, appointments and invoices in the same platform.