Apexloop

Helpdesk and support

One place for requests, incidents, SLA and customer communication.

Manage incidents, service requests, complaints, SLA and internal support in one system. Connect emails, forms, automations, a knowledge base and communication over specific tickets — without any coding.

100 %
Customisable processes
∞
Number of forms and queues
1
Source of truth for support
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What Helpdesk solves

Ticket trackingEvery request is a standalone record with history, priority, SLA, owner and relationships.
Email communicationIncoming and outgoing emails can be mapped to specific requests and customers.
Support automationAutomatic assignment, escalation, notifications and status changes.
Team collaborationComments, chats, mentions and shared ownership over a ticket.
Portal and formsPublic forms for customers as well as internal employees.
Reporting and SLAOverview of workload, resolution times, backlog and team performance.

Data model

All information is connected

Helpdesk is not a standalone module. It is built on a universal data model that lets you connect customers, devices, contracts, projects and a knowledge base.

CustomersCompanies, contacts, branches and user groups.
Incidents and requestsService requests, complaints, change requests and internal tasks.
Devices and servicesServers, licences, applications, machines or customer products.
Knowledge baseGuides, procedures and documentation linked to resolved cases.
SLA and processesDefinitions of priorities, response times, escalations and approval rules.
AutomationAutomatic actions across the ticket lifecycle.

Example helpdesk structure

OblastCo řešíPříklad
TicketA request or incident recorded in the system.Priority, status, SLA, customer, assignee, deadline
CustomerThe company or internal department that created the request.Name, contacts, contract, SLA
DeviceThe object the issue relates to.Server, laptop, application, licence
CommentsInternal communication and resolution history.Chat, notes, attachments
Knowledge articleProcedures and documentation for resolving cases.FAQ, guides, checklists
Automation

Repetitive work is handled by the system

Automations eliminate manual data entry and monitor SLA on your behalf.

Incoming email → new ticket

An incoming message creates a record and automatically assigns a queue.

Automatic assignment

Distribution of tickets by product, customer or issue type.

SLA monitoring

Alerts before the response or resolution time is breached.

Escalation

When conditions are not met, the request is automatically escalated.

Typical request resolution process

  1. 1Ticket creationForm, email, webhook or manual entry.
  2. 2ClassificationDetermining type, priority and assigning the responsible team.
  3. 3ResolutionCommunication, comments, attachments and collaboration on the record.
  4. 4ClosureResolution, customer notification and archiving of history.
Permissions

Everyone sees only what they need

Access can be controlled at the database and field level.

AG

Support Agent

Level 1

TicketEdit
Internal costsHidden
TL

Team Leader

Support manager

TicketEdit
SLAEdit
CU

Customer

Portal

Internal notesHidden
Request statusRead only
Communication

Email, chat and documentation in one place

All communication stays linked to the specific ticket.

Customer communication

  • Receive emails into the system
  • Replies directly from the ticket
  • Attachments and communication history

Internal collaboration

  • Comments and chats
  • Automatic notifications
  • Escalation and approvals

Build a helpdesk that matches your process

Without any coding you can create your own workflow, SLA rules, forms, customer portal and reporting.

Book a demoContact sales
  • Unlimited data model customisation
  • Automation without coding
  • Email, forms and chat in one system