HELP DESK
Help Desk is a real ticketing system for what happens after delivery: a client reports a problem, it becomes a ticket linked to the order it concerns, gets a priority, an owner and an SLA clock, and moves across a board until it is resolved. Tickets arrive from a web form, a dedicated support mailbox, the Customer Portal or a staff member — and clients can follow and reply to their own tickets without emailing around.
After the handover
Every ticket points at the order it concerns, so the person who picks it up sees what was installed, the drawings that were approved and the visits that already happened — before replying to the client.
Inside Help Desk
Tickets move across a kanban board by status, with priority, assignment (including several assignees) and key-account auto-assignment. Unexplained delay on an open ticket escalates automatically.
A ticket must reference the order it concerns, so it shows up on the order page and the technician sees what was installed, when and by whom.
Staff create tickets manually, a public web form feeds them in, and a dedicated inbound support address turns emails into tickets with threaded replies.
Through the Customer Portal a client raises a ticket, sees its status and replies — genuinely two-way, not a submit-and-hope form.
Per-priority response and resolution targets stamp a due time on every ticket; a breach can trigger an Automation rule. After resolution the client gets a one-click rating link.
An admin-editable article library, searchable publicly without a login, with articles linked onto tickets while they are being resolved.
The rest of the platform
Help Desk isn't a silo — it shares clients, jobs and order numbers with the rest of ScaleBespoke.
From won deal to shipped and installed — one order, followed the whole way.
Explore Orders → CRMEvery deal, every conversation, every client — in one native pipeline.
Explore CRM → ACCOUNTINGFinance that talks to production, not just to your accountant.
Explore Accounting → INVENTORYKnow what you have, where it is, and what it's reserved for.
Explore Inventory & Warehouse → RESOURCE PLANNINGSee active projects, team capacity and dated assignments in one planning workspace.
Explore Resource Planning → TIME & ATTENDANCEClock-ins tied to real jobs, not just a timesheet.
Explore Time & Attendance → COMPLIANCE & HMSHealth, safety and compliance documentation that lives with the work, not in a binder.
Explore Compliance & HMS → QUALITY MANAGEMENTEvery non-conformance recorded, every certificate traceable — quality that holds up to an audit.
Explore Quality Management (QMS) → BUSINESS INTELLIGENCEThe numbers that actually run the business, in one place — not an export away.
Explore Business Intelligence → ASSET MAINTENANCEKnow your equipment's condition before it stops production, not after.
Explore Asset Maintenance → FIELD SERVICESWhat happens after installation, tracked with the same care as the order itself.
Explore Field Services → CUSTOMER PORTALEvery client message, drawing, invoice and document — kept with the right order.
Explore Customer Portal → SCALE CADConfigure the opening, see the drawing update, and save it back to the order.
Explore Scale CAD → DOCUMENT MANAGEMENTEvery file organized by the job it belongs to, not by whoever last saved it somewhere.
Explore Document Management → HELP DESKSupport after the sale, tracked as tickets — not lost in the sales pipeline.
Explore Help Desk → AUTOMATIONWhen this happens, do that — across the whole platform, with no code.
Explore Automation → APP BUILDERDesign the form your business needs and get a working records screen for it — without a developer.
Explore App Builder → HR & PAYROLLEmployee records, org chart and skills — built on the accounts your team already logs in with.
Explore HR & Payroll → SOCIALInstagram, Facebook, LinkedIn and TikTok enquiries into the CRM — and your workshop photos back out as posts.
Explore Social Inbox & Publisher → SCALE FIELDBOOKAnnotate site surveys on an iPad — ink, shapes, measurements and photos on real pages, exported as a PDF.
Explore Scale Fieldbook →