A service desk your engineers won't dread
Portal, queues, SLAs, and a knowledge base — beside the sprint board
Kapvel's service desk gives customers a clean portal to raise requests and your team a queue view with SLA countdowns that actually pause when you're waiting on the customer. Because it shares a workspace with your boards, escalating a ticket into sprint work is a link, not an export.
A portal customers can use
Each service project publishes request types — questions, problems, service requests — with their own forms and icons. Customers submit and track their requests in a focused portal at your workspace address, no training required.
SLAs that reflect reality
First-response and resolution targets per priority, with live countdowns on every ticket. Statuses like "waiting for customer" pause the clock, so your metrics measure your team — not your customers' response time.
- Per-priority targets for first response and resolution
- Pause-aware timers tied to status
- Queue views sorted by breach risk
Deflect before you answer
Publish wiki spaces to the portal as a searchable knowledge base. Customers find answers while typing their request title — every deflected ticket is thirty minutes your team keeps.
One workspace with engineering
Support tickets and sprint stories are the same kind of object. Link a ticket to the bug that fixes it, watch status flow back, and never re-type a customer report into a second tracker again.
See it live
This is a real interactive demo — click around, nothing to install.
Support with a deadline
Give customers a branded portal, triage their requests in agent queues, and let live SLA countdowns keep every promise honest. Tickets are issues — so support, engineering, and product finally share one backlog.
- Customer portal with request types and guided forms
- Queues: unassigned, SLA at risk, recently resolved
- First-response and resolution SLAs with live countdowns
- Escalate a ticket into any sprint with one click
Frequently asked questions
Does Kapvel have a customer portal?
Yes — every service desk project gets a portal where customers submit requests, browse the knowledge base, and track their open tickets. It runs on your workspace subdomain.
How do SLAs work?
You set first-response and resolution targets per priority. Timers count down live on each ticket and pause automatically in statuses marked as waiting-for-customer.
Can support tickets link to engineering work?
Yes — tickets and issues share the workspace, so a ticket can link to the story or bug resolving it, with status visible from both sides.
Is the service desk an add-on?
Service Desk is included in Premium or available as a $10 add-on on Standard. The Free plan includes a limited number of portal tickets per month to try it properly.
Keep exploring
Your team, out of eight tabs by Friday
Start free, invite the team, and import your existing projects in minutes. Boards, docs, and support — finally on speaking terms.