PBJ Helpdesk

• Collects mail from the mailboxes you connected once in PBJ CRM.
• New mail waits in a triage inbox with a one-click Convert to ticket.
• Only new mail is collected; nothing on your mail server is moved or deleted.

• Agent replies go out through your real mailbox with proper threading.
• Customers answer by simply replying to the email.
• Replies to an existing ticket attach themselves to it.

• Each ticket belongs to a business, a person or one of your own team.
• Mail from known senders files itself against the right customer.
• Fix a wrong match once and the correction is remembered.

• CRM employees work tickets, managers also run groups, owners configure everything.
• No second staff list to keep in step.
• Quietly claim a ticket, and the assigned agent is told when the client replies.

• Categories with their own status paths, such as New, Pending, Closed.
• Priority on every ticket, from normal to urgent.
• Tick-off checklists inside a ticket, and saved canned replies.

• Set how fast you aim to reply and to resolve.
• See a countdown on each ticket and who is running late.
• Escalation when a target is about to be missed.

• A “Spam / not work related” button that also blocks the sender, reversibly.
• Old mail is filed away automatically and spam is cleared.
• Any email that became a ticket is kept.

• Clients can see their own tickets through a sign-in link.
• Every reply carries the portal link and their personal sign-up link.
• You choose which customers to invite.

• A bulk screen to sort, assign and close many tickets at once.
• Merge duplicate tickets, with a 30-day undo.
• Reports on volume, first reply, resolution time and workload for the dates you choose.

A customer emails that the rooftop unit is not cooling. The message lands in triage, you convert it to a ticket, and it files itself against the customer’s record because the address is known. You reply with the time you are coming, add an internal note about the part you need, and the customer’s answer threads back into the same ticket. Close it when the job is done.

Staff at a client company email about a new hire who needs a laptop and an account. You set its category and priority, a checklist covers imaging, accounts and the welcome email, and your target for the first reply starts counting down. When a target is about to slip, escalation brings it to a manager.

A bar manager reports that the card reader will not print receipts. You convert the email, mark it urgent and claim it quietly so the others know it is taken. You reply from the same mailbox you always use, and the manager sees a normal email thread rather than a support portal.

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. The monthly report shows how quickly each request was answered.

A venue writes at 4 pm that the ballroom projector flickers before Saturday’s conference. It arrives as an urgent ticket from a known customer, you reply with the plan and add the visit to the checklist. Afterwards the full email trail is on the ticket if there is any question about what was promised.