Support that sits next to the fix
Queues, SLAs, and a knowledge base — wired to engineering
Support teams inside product companies spend half their time translating: customer language into tracker tickets, engineering status back into customer updates. Kapvel removes the translation layer by putting the service desk in the same workspace as the sprint board.
Work the queue, not the tool
Requests arrive typed (question, problem, service request) with SLA clocks running. Waiting-on-customer statuses pause the timer; breach-risk sorting keeps the next right ticket on top.
Deflect with the wiki you already write
Publishing a doc space to the portal turns runbooks into a searchable knowledge base. Customers self-serve while typing their request title.
Escalate with a link
Bug reports link to the engineering issue that fixes them; status flows back automatically. Agents answer with facts, not guesses.
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
Do SLA timers handle business exceptions?
Statuses marked as waiting-for-customer pause SLA clocks, so response metrics measure your team's time, not the customer's.
Is the portal customizable?
Request types with icons, descriptions, and forms are fully editable per service project; the knowledge base reflects whichever doc spaces you publish.
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.