PBJ Helpdesk

Turn every email, call and walk-in into a ticket nobody forgets.

Email turns into tickets on its own. Calls, walk-ins or any other source can be entered by hand, and modules can be bought or custom ordered to automate more of them.

$25 one-time per major version · Requires PBJ CRM ($50) · One key covers 3 sites

Buy PBJ Helpdesk, $25

Watch the 2-minute tour

View PBJ Helpdesk changelog

Support requests arrive by email, by phone and at the counter. When they live in three places, some get missed. Helpdesk puts them in one queue inside the CRM you already run.

Every request becomes a ticket

Emails, phone calls and walk-ins all become organised, assignable tickets.

Deadlines you can see

Response timers with escalation, so urgent requests never sit unanswered.

Customers see their own requests

Customers follow their own requests in a private portal, by invitation only.

Pay once. No per-agent fee.

PBJ Helpdesk is $25 one-time per major version. Every update within this major version is free through the built-in updater. A future major version is a separate purchase, and your copy keeps working either way. One license key covers 3 sites.

It is a module of PBJ CRM ($50, sold separately). Your CRM staff are the agents and your CRM customers are the people who write in. Everything stays on your own WordPress site.

Get PBJ CRM first, $50

Built into PBJ CRM, not bolted on

PBJ Helpdesk is a module of PBJ CRM and needs it installed. It uses what the CRM already has, so nothing is set up twice:

Staff: Your CRM employees work tickets, managers also run groups, owners configure everything. No second staff list.
Customers: Each ticket belongs to a business, a person or one of your own team. Mail from known senders files itself against the right customer.
Mailboxes: Connect an email account once in the CRM’s connected-mail settings, with a password (IMAP or POP3) or a Google or Microsoft sign-in. Helpdesk decides how each one is collected and routed.
Portal and theme: Tickets live under Tickets in the CRM portal at /crm, and clients see theirs through the CRM’s own client portal.

A help desk mailbox: list, reader and the footer action bar.

See it work

Real screens from PBJ CRM with sample customers. Names, emails and phone numbers are made up.

Every request becomes a ticket.

The queue shows at a glance who needs to answer next.

The whole conversation, in order.

Customer emails, your replies and private notes in one thread.

Customer, company, priority and category beside every ticket.

Answer tickets from your phone.

Everything in the box

Mail in, replies out

New mail waits in a triage inbox with one-click Convert to ticket.
Replies go out through your real mailbox; customers just reply.
Only new mail is collected; nothing on your mail server is moved or deleted.
Phone calls and walk-ins go in through a guided intake form.

Nothing slips

Response and resolution targets with a countdown and escalation.
Triage lists everything nobody owns yet.
Same customer, two tickets? Merge them, with a 30-day undo.

Run the team

Your CRM staff are your agents, with no second staff list.
Categories with their own status paths, priorities, checklists and canned replies.
Each category supplies its status path, routing, checklist and SLA defaults.
Reports on volume, first reply, resolution time and workload.

Spam button that blocks the sender, reversibly. Client portal sign-in through the CRM’s passkey or emailed link.

Built for small service teams

IT and managed services

Helpdesk turns emails, calls and walk-ins into tickets, with response timers and escalation.

A client emails about a new hire who needs a laptop and an account. A checklist covers imaging, accounts and the welcome email, and the first-reply target starts counting down.

Professional offices

Helpdesk gives clients a private portal for their requests, by invitation only.

A partner’s assistant emails that the document scanner stopped working. The ticket is filed under the firm, answered by the agent who handles that office, and everything said, including private notes, is kept with the ticket.

Also used the same way in trades, hospitality and AV/event work.

Works with the rest of the PBJ suite

Helpdesk needs PBJ CRM and shares its staff, customers, connected mailboxes and theme, so nothing is set up twice. These other PBJ modules also need PBJ CRM and sit alongside it:

PBJ Invoicing — estimates, invoices, card payments and repeat billing.
PBJ Vault — an encrypted cabinet for door codes, network details and licence keys.
PBJ Dispatch & Appointments — book visits and appointments and work them through to done.
PBJ RingCentral — your RingCentral texts, calls and voicemail beside the customer.
PBJ Templates — one designer for emails, notices, invoice layouts and documents to sign.
PBJ Omada — TP-Link Omada network alerts, device status and Help Desk tickets on the client record.

With PBJ RingCentral, calls and texts become tickets. With PBJ Omada, network outages open tickets. With PBJ Dispatch & Appointments, unassigned bookings appear on Triage beside unassigned tickets. PBJ Templates handles ticket notices and signatures.

Up and running in four steps

Install: Install and activate PBJ CRM first, then upload and activate PBJ Helpdesk, using the plugin file from your download page. Tickets appear under Tickets in the CRM portal.
Set categories: In Help desk configuration, add the categories and status paths that match your work, and route each to a group.
Connect a mailbox: Connect the email account once in PBJ CRM (IMAP/POP3, or Google or Microsoft sign-in), then choose Helpdesk collection for it. The first collection imports no old mail, and nothing on your mail server is moved, flagged or deleted.
Go live: Your team works the queue at /crm under Tickets, and clients use the portal link in any reply. Enter your license key under Settings for updates.

Help desk settings (website admin), Categories & Paths tab.

Buy PBJ Helpdesk

$25 one-time per major version Includes a license key for 3 sites, instant download, and free updates within this major version. Requires PBJ CRM (latest version) ($50).