Examples

Build a helpdesk and ticketing system with Melta

For businesses, agencies, software vendors and service providers who no longer want to lose client requests in a shared mailbox. You describe who files tickets, who handles them and which due times apply. Melta builds your own ticketing system from that, puts it online and runs it.

What a product like this can do

A helpdesk is the place where every request gets a number, a status and a person in charge. Which building blocks your ticketing system needs is written down in the concept. These are the typical ones:

Tickets by form or email

Your clients write through a form in the product or by email. Either way a ticket is created, with a number, a subject and a history.

Statuses and assignment

Open, in progress, waiting for the client, solved: you define the stages. Every ticket has a person in charge, and the overview shows who has what on their desk.

Canned answers

The replies you write every day are ready as templates. Insert, adjust, send.

Internal notes

Inside a ticket there are notes only your team can see, kept apart from the reply to the client.

SLA-style due times

Each category gets a due time for the first reply and for the solution. What is urgent sits on top; what is overdue is flagged.

Knowledge base

Guides and answers to common questions, public or only for signed-in clients. Inside a ticket you link the matching article.

Customer view

Whoever files a ticket has an account and sees all of their own requests there with status and history. Registration, password reset and address confirmation are built in.

Roles in the team

Agents handle tickets, a lead sees everything and distributes, clients see only their own. The roles follow your concept.

A helpdesk for your clients, a support inbox for you

Two things that are easy to mix up. Every product on Melta gets the support inbox: it collects the mail sent to your product's support@ address, sorts it into categories automatically, and you reply straight from the platform. That is the support for your product.

A helpdesk as a product is something else: a tool with which you or your team handle the requests of your own clients, with tickets, due times, assignment and a knowledge base. This page is about the second one. And of course your helpdesk itself has a support inbox too, in case someone has a question about the helpdesk.

How Melta builds it

Describe - You say in your own words who files tickets, which categories and stages exist, who handles them and which due times apply. Melta asks up to four clarifying questions, none of them technical.
Read the concept - From that comes a concept in plain language: pages, roles, ticket history, knowledge base. You change it in the chat until it fits.
Have it built - When you approve, the build starts, paid from the credits of your plan. Melta builds the whole product: interface, logic, accounts, database, email and legal pages, typically within 24 hours. You get an email when it is done.
Check it with test logins - The private preview comes filled with demo tickets and named test logins. You sign in as a client and file a ticket, then as an agent and answer it, then as the lead and check the due times.
Go live - Going live takes seconds, with no rebuild. Before that Melta checks that your operator details are complete, and you choose which preview data to carry over. The previous live version stays available for a rollback.
Change it by chat - "Add the status waiting for supplier" or "Make the due time for outages four hours": you write it to your product's editor, watch it work, can step in, and deploy the change to the preview or live. Change runs are included in every plan.

Melta has not built a ticketing system as an example product yet. How tasks are assigned and worked through in a team is shown by the related example product TeamTakt; how deadlines are monitored is shown by FristenWächter.

What comes with it

A helpdesk lives on email, and that is built in: ticket confirmations, status updates and replies go out under your product's name, with attachments such as a PDF when one is needed. On top of that come hosting on a melta.ai subdomain or, from the Growth plan, on your own domain, protection against spam on the ticket form and the login, the legal pages (imprint, privacy policy and terms) generated from your operator details for Switzerland, Germany and Austria (general information, not legal advice), analytics without cookies, error monitoring for browser and backend, a layout that is checked at 390 pixels before every release, and the support inbox for questions about your helpdesk. If you sell the ticketing system, for example as a monthly subscription to other businesses, payment processing is included: one-time purchases, monthly and yearly subscriptions, your clients see your product as the merchant, and the payouts go to your bank account. There is no maintenance contract, because all of it is part of the plan.

You own what runs.

What it costs

A concept uses only a few credits; afterwards your product runs on a plan per organisation with credits every month. All numbers and how the price is made up are on the pricing page.

Common questions

Is this the same as the Melta support inbox?

No. Every product on Melta gets a support inbox for the mail sent to its own support@ address, so you can answer questions about your product. A helpdesk as a product is a tool for the requests of your own clients, with tickets, statuses, assignment, due times and a knowledge base. Melta builds and runs the second; the first comes with it anyway.

Can my clients see their own tickets?

Yes, if the concept calls for it. Whoever files a ticket gets an account with registration, password reset and email confirmation, and sees all of their own requests there with status and history. Other clients see none of it.

Can I sell the ticketing system?

Yes. You state in the concept what it costs, for example a monthly or yearly subscription per business. Payment processing is part of the platform, your clients see your product as the merchant, and the payouts go to your bank account. Your plan's share is due only if the product sells something; an internal helpdesk costs just the plan.

Has Melta built a helpdesk yet?

Not yet as an example product. The building blocks are the same as in the existing example products: accounts and roles, a database, email, deadlines, tasks in a team. TeamTakt shows assignment and completion in a team, FristenWächter shows how deadlines are monitored.

How do I change statuses, due times or canned answers later?

As a chat message to your product's editor. You watch it work, can step in, check the result in the preview and put it live when it is right. Change runs are included in every plan.

Describe your helpdesk. Melta does the rest.

A concept uses only a few credits. Tickets, due times, knowledge base and customer view are built, put online and run as soon as you approve it.

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