SiteSmith Help Desk

Support tickets and a help center for your customers.

Each help desk has a console for your team and a public help center for your customers, on a SiteSmith address or your own domain. Email, web requests and the customer portal all become tickets.

Try Help Desk free See plans

SiteSmith Help Desksupport.oakandco.com/agent

Open tickets SLA

Lena Hart 58m Order arrived damaged

Ray Patel 1h 40mCan't download my invoice

Dana Moss 22mChange my delivery address

Sam Lee 3h 05mRefund for order 4471

Order arrived damaged

OpenSolved

Lena Hart · via email · High priority

Two of the six glasses were broken when the box arrived. Photos attached.

Your reply

Sorry about that, Lena. Two new glasses are on the way today.

First reply in 14 minutes, inside the 1 hour target

“Quick and friendly, thank you!”

What Help Desk does

Answer faster, and help people help themselves.

Tickets from every channel

A forwarding address or your own mailbox (checked every 3 minutes), the help center's request form, the customer portal, a button for your website and the API.

SLA targets

First response, next response and resolution targets per priority, with business hours and holidays. Pending and on-hold tickets pause the clock.

Satisfaction surveys

A 1 to 5 star survey is emailed when a ticket is solved, with room for a comment.

Rules and macros

Triggers that run on every change, timed automations every 5 minutes, macros, and round-robin assignment.

A knowledge base

Categories, sections and articles that are public, for signed-in customers or internal only, with helpful votes and suggested articles.

Reports

Volume, median and 90th-percentile response times, SLA hit rate and satisfaction, by agent, group, channel and hour.

Make it yours

Redesign Help Desk around how you work.

Lay out the pages, menus and forms yourself, on the same builder that runs across Workspace. Start from a template or a blank page.

What you can design

The agent console

A dashboard, custom pages and the sidebar for each help desk, with tiles for open tickets, SLA risk, satisfaction and more. The New ticket form is designable too.

10 dashboard and 11 ticket form templates

The customer help center

Every page, the header, the footer, the theme and the request form, previewed at desktop, tablet and phone widths. Changes stay a draft until you publish, and earlier versions can be restored.

10 site and 11 request form templates

Plans

Help Desk has a free tier, and its own plans.

Everyone gets the free tier, with no time limit. Pro and Business are one subscription per account for Help Desk, separate from Workspace+ and Pro. The limits and prices shown are the current ones.

Dashboard tiles drafted by AI from a sentence, in the agent consoleWorkspace+

Per account	FreeFree	Pro$19.99/month	Business$99.99/month
Help desks	1	3	20
Agents	2	10	100
Tickets a month	100	2,000	25,000
Custom domains	None	3	20
AI reply checks a month	20	500	5,000
“Made with SiteSmith” on public pages	Shown	Removed	Removed

Good to know

Good to know.

Roles: Admin, Agent, Light agent (a free seat) or your own. Access can be every ticket, a group's tickets, or only the ones assigned to you.
Agents see who else is viewing or typing on a ticket, and the inbox updates as tickets come in.
Checking a reply with AI and writing articles with AI use the help desk plan's monthly AI allowance.
There's no live chat. The website button opens the request form in a new tab.
Spam is caught with a hidden field and rate limits. There's no CAPTCHA.
Past the month's ticket limit, new tickets are held, not lost.

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