Help Desk: tickets, SLA targets, help center

ModulesHelp Desk

Tickets from web, email, and live chat, with SLA targets, satisfaction ratings, canned replies, and a help center that answers questions before they become tickets.

Included free on every plan. No per-agent pricing.

Ticket queue

#482 Can't open the roster	Waiting on you	SLA 1h left
#481 Refund for gala ticket	Open	SLA met
#479 Change my email	Closed

"The roster page says I don't have access?"

Maria K. · via email reply

You were in the wrong group. Fixed! Try now.

Sam (staff) · status flipped to waiting

Internal note: she also asked about renewing, follow up next week.

A clean submission page with category cards and attachments

Guests submit with a name and email, manage by private link

Reply by email works with nothing to configure

Live chats become tickets automatically

Alerts from your systems can open tickets and escalate by push, text, or call

Matching help articles appear while the ticket is being written

Plain statuses: open, waiting on you, and closed

Internal notes that can never be mistaken for a reply

Fair auto-assign to whoever has the fewest active tickets

Canned replies with tokens, merge for duplicates

Submitter context: their orders, invoices, and other tickets

Full-text search including message bodies

SLA first-reply targets per priority, shown as badges

Reminders to submitters who go quiet, and auto-close after a grace period you set

A daily digest that only sends when something is stale

Satisfaction ratings with one-tap star links

Reports by category and staff member

Dozens of platform-written articles are already published

Reorder, rename, narrow audiences, or fork with drift detection

Section-level search that logs the searches that found nothing

Search results respect permissions, including the snippets

Forum reports, live chats, and platform questions all become tickets in the same queue. Forums · Live Chat

Ticket alerts can reach staff by text, and members control their own notification levels. Messaging

The submitter's orders and invoices sit beside every ticket, because it's one member list. Users

Platform questions reach Alpha Portal's own team. When a member reports a bug in the platform itself, the ticket routes to the people who can fix it, without leaving your app. Support

	Alpha Portal	Typical help desk tools
Per-agent monthly pricing	None	Standard
Email replies with zero configuration	Included	Setup required
SLA badges and escalation	Included	Higher tiers
Knowledge base with search-miss reporting	Included	Included
Submitter's orders and invoices beside the ticket	Included	Via integrations
Satisfaction ratings	Included	Included

Every plan includes a real human: a named contact, same-day replies, and help getting set up. We support your users too.

First Column	Sorted Column	Last Column
Barry	1. Example	Data
Adam	2. Example	Data

Every ticket keeps its whole history in one thread.

Every channel, one queue

Working a ticket

Targets and follow-through

The help center

Works with the rest of the portal

Alpha Portal vs typical help desk tools

Turn on the Help Desk.

Every ticket keeps its whole history in one thread.

Every channel, one queue

Working a ticket

Targets and follow-through

The help center

Works with the rest of the portal

Alpha Portal vs typical help desk tools

Turn on the Help Desk.

PowerTables

Add new item Insert new data into the table.

Open an item View any individual row in the table.

Edit items Modify one or multiple rows in the table. Some tables edit inline in the view window instead.

Delete items Permanently remove one or multiple rows in the table.

Advanced filtering Sort and filter by column, condition, and value. Toggle between "and" / "or" filtering, and add multiple levels of sorting.

Column visibility Choose which columns to show and hide in the table.

Instant search Search for any record in the table.

Sortable columns Click on any column heading to sort by that column, ascending. Click again to sort descending. Hold SHIFT to sort by multiple columns.

Selectable rows Click a row to select it. Click again to deselect. Hold CTRL or CMD and click to select multiple individual rows, or SHIFT and click to select a range of rows. Press CTRL+A or CMD+A to select every row, including rows on other pages. Press ESC to clear your selection.

Copy all rows Copy the contents of the table to your clipboard.

Download Excel file Download an XLS file that can be opened in Excel, Google Docs, Numbers, etc.

Download PDF file Download a PDF file that can be opened with any web browser or PDF reader.

Print table Open a simple, printable view of the table.

PowerTables help Opens this help window.

Quick statistics How many rows exist, how many are visible under the current filter or search, and how many are selected.

Add new item
Insert new data into the table.

Open an item
View any individual row in the table.

Edit items
Modify one or multiple rows in the table. Some tables edit inline in the view window instead.

Delete items
Permanently remove one or multiple rows in the table.

Advanced filtering
Sort and filter by column, condition, and value. Toggle between "and" / "or" filtering, and add multiple levels of sorting.

Column visibility
Choose which columns to show and hide in the table.

Instant search
Search for any record in the table.

Sortable columns
Click on any column heading to sort by that column, ascending. Click again to sort descending. Hold `SHIFT` to sort by multiple columns.

Copy all rows
Copy the contents of the table to your clipboard.

Download Excel file
Download an XLS file that can be opened in Excel, Google Docs, Numbers, etc.

Download PDF file
Download a PDF file that can be opened with any web browser or PDF reader.

Print table
Open a simple, printable view of the table.

PowerTables help
Opens this help window.

Quick statistics
How many rows exist, how many are visible under the current filter or search, and how many are selected.