Shared inbox
One queue, every channel
Email, web form, Client Portal — all land in the same inbox. No more "did you check the other tool?" Tickets carry their channel as metadata, not as a separate UI.
Nexus Helpdesk
BetaSupport that knows who you sold to.
A shared inbox, auto-numbered tickets, internal notes and customer replies in one thread — and every ticket is attached to the same Nexus CRM contact your sales team is courting. Stop being the company where four departments know four different things about the same customer.
$15 / user / mo · included in the Suite · 7-day trial of every product
T-NNNNN
Auto-numbered tickets — never "case 47" twice
1
Customer record across CRM, Quotes, and Helpdesk
SLA
Timers per priority — paused on internal hold
Why it feels different
Most helpdesks are support software, separate from sales.
Which is exactly the wrong shape. The customer doesn't care which department they're emailing — they want the company to know who they are. Nexus Helpdesk reads from the same workspace, the same contact list, the same deal history as your sales team. The "are you the company that just sent us a quote?" question never reaches your customer.
The lifecycle
Open → Triaged → Resolved → Closed.
Four states, four words, full audit trail. Every ticket knows where it stands and what should happen next.
01
Open
A customer emails support@yourdomain or fills the contact form. A ticket auto-numbers (T-00041), attaches to the matching CRM contact, and lands in the shared inbox.
02
Triaged
An agent picks priority and queue, adds tags, optionally assigns. Internal notes are private; customer replies are not. The SLA timer starts.
03
Resolved
A reply that solves it. Tickets stay "resolved" for a cooldown window — if the customer replies, it reopens. If they don't, it auto-closes.
04
Closed
Locked, searchable, attached to the customer's timeline forever. Optionally pings Nexus VOC for a CSAT survey 24h later.
The good parts
Ten ideas that make the difference.
Auto-numbered
T-00041 forever
Every workspace gets its own ticket number sequence. Reference it in an email and the customer can reply with the number — we route it back to the original thread.
One thread
Notes and replies, side by side
Internal notes live in the same conversation as customer replies — visually distinct, never sent. No more screenshot of Slack pasted into the ticket.
CRM-attached
The ticket knows the customer
Every ticket links to a Nexus CRM contact. Open the ticket and you see their org, their open deals, their last invoice, their pipeline stage — without switching tools.
SLAs
Per-priority response targets
Set first-response and resolution targets per priority (P1, P2, P3). Timer pauses on internal hold and customer-waiting. Breach alerts to the assignee, not a CC list.
Queues
Route by topic, by team, by anything
Define queues — "billing", "technical", "onboarding". Set rules so a ticket lands in the right queue automatically based on subject, sender, or tag.
Tags
Light, searchable metadata
Tags > custom fields, every time. Tag a ticket "feature-request" and feature requests become a cohort you can filter, count, and report on.
Macros
Canned replies that do not feel canned
Save common replies as macros with merge fields ({{contact.first_name}}, {{ticket.id}}). Insert with two keystrokes. Edit before sending — no robot-voice from your support inbox.
CSAT loop
Closed by you, scored by the customer
When a ticket closes, Nexus VOC can fire a one-question CSAT survey. Low scores reopen the ticket and ping the assignee. High scores prompt a referral nudge.
Audit trail
Every state change, logged
Reassigned, reopened, priority changed, SLA breached — all logged with who, when, and from what. Compliance asks the question, the system answers it.
Internal notes
Talk to your team without CC-ing the customer.
Notes appear in the ticket thread, distinct from customer replies, never sent. @-mention a teammate and they get a notification. The customer never sees the inside of how the sausage was made — they just see the right answer.
Customer replies
A real reply. From a real person. To a real ticket.
Customer-facing replies thread back to the original conversation, signed by the agent, branded with your workspace logo and accent color. The customer hits Reply on the email and lands back in the ticket — no portal login, no separate account.
What you won't find
The things we left out — on purpose.
A helpdesk earns its keep by being out of your way. Here's what we deliberately won't ship.
No "agent license" tax.
A user is a user. We don't charge you a premium for users who happen to answer support tickets. Per-seat per-month, same as every other product.
No tier-locked basic features.
SLAs, macros, internal notes, and CSAT are in every plan. The expensive tier earns its price with SSO, custom roles, and audit log retention — not by paywalling features you need on day one.
No 50-step ticket form.
Defaults are sensible. New ticket = subject, body, contact. Add priority and queue if you want; otherwise the rules engine routes it. The agent picks the work, not a form.
No separate identity from the CRM.
A contact is a contact. Helpdesk doesn't make you re-enter the customer who's already in your CRM, your Quotes, and your Invoicing. One person, one record, every product.
Connected
How Nexus Helpdesk fits the rest of Nexus.
Support is downstream of every promise sales made. Nexus Helpdesk reads the same customer record your sales team built, the same product they bought, the same deal that closed — so the agent who picks up the ticket is never starting from zero.
Try Nexus Helpdesk free for 7 days.
No credit card. Comes with every workspace trial.
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