Email, customer portal, WhatsApp, Facebook, Instagram, X and Google Reviews land in one queue with SLAs. Agents see the account’s health, projects and renewal next to every ticket — and the Knowledge Base and Support Bot answer the easy ones first.
At a glance
Channels
Run the queue
Self-service
Quality & insight
Replaces: A standalone helpdesk · Shared support inboxes · WhatsApp groups with customers · Escalation threads on email
A ticketing tool (or helpdesk) turns every customer request — an email, a WhatsApp message, a portal form — into a ticket: a record with an owner, a priority, a deadline (SLA) and a conversation history. That way nothing gets lost in an inbox, and managers can see what’s waiting, what’s late and who’s working on what.
Custally’s ticketing is built into the same platform as your CRM and customer success. So an agent answering a ticket sees that this customer renews in 23 days and has a delayed project — and the CSM sees the ticket on the account without asking support for an update.
What it replaces
What you get instead
The real look and feel of Custally on sample data. Click through it — every reply is scripted, so nothing calls an AI or saves anything.
API timeout on bulk import
Acme Logistics · rakesh@acme.example
Tickets: One queue for email, WhatsApp, portal and social. Pick a ticket and draft the reply. This is a scripted mock-up on sample data — no AI runs and nothing is saved.
For Support teams
The situation: Requests arrive on email, WhatsApp, Instagram DMs and Google Reviews. Each lives in a different app.
With Custally
For Support managers
The situation: P1 tickets wait hours because nobody noticed them.
With Custally
For Support leads
The situation: Agents answer “how do I add a user?” twenty times a day.
With Custally
For Support, engineering & leadership
The situation: An angry customer’s issue reaches your CEO before it reaches engineering.
With Custally
For B2B customers
The situation: Customers email to ask “any update on my ticket?”
With Custally
Every feature below is in the product today.
Ticketing & Helpdesk shares one record of the customer with the rest of Custally. Here’s what that changes.
Yes — tickets, SLAs, email mailboxes, macros, CSAT, a Knowledge Base, a customer portal and a Support Bot are built in. You can also run Custally next to Jira, Zendesk, Freshdesk, ServiceNow or Zoho Desk with two-way ticket sync, and even switch off accounts and contacts to use ticketing on its own.
Email, the customer portal, your website Support Bot, WhatsApp Business, Facebook Messenger and comments, Instagram DMs and mentions, X mentions and DMs, and Google Reviews.
The Support Bot answers customers from your Knowledge Base and from what agents learned solving tickets, and raises a ticket when it can’t help. Inside the helpdesk, AI drafts replies that agents review and send.
With a magic link plus an email code — no password to manage. They see only their own company’s tickets, projects and files.
More of the platform
See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.