ClientsOpportunities, quotes, product catalogue
ProjectsPlanning, tasks, sign-off
ServiceHelpdesk, tickets, retainers, assets
TeamPeople, absence, time
MoneyInvoices, e-invoicing, insights
AgentsLeadtime Agent, your own agents, automation
Product · Service
Service where nobody has to chase.
An email or a client-portal entry becomes a ticket, and for routine questions an agent writes the solution into it. Your team checks it, and your client sees where things stand.
See the Service area in the real app.
Just over three minutes, from the support project and the ticket to the helpdesk inbox. Jump straight to the part you care about.
Video transcript
Introduction
This video shows in four steps how you handle your clients' requests in Leadtime: the support project, working on a ticket, time and client access, and finally the helpdesk that turns emails into tickets.
The support project
Every client has a support project. Here you see how many hours have gone into it so far and how many requests are open right now. And here it says that the client has access to this project themselves.
Working on a ticket
Every request is a ticket. The board shows what is new, what is being worked on and what is waiting for a reply. Each card shows the priority, the kind of request, who is on it and the time booked so far. Let's open a ticket. A client reports that several users can no longer log in to a server. The right-hand column holds the ticket's key data, for example the priority. Below that is who is responsible. You can also assign the ticket to an agent. It works with the permissions of its role and books its time on the ticket. Further down are the estimated effort and whether the ticket is billed against a support retainer. If the fix needs a quote, you create it here as an express quote, right on the ticket. You book the work itself with “Book time”, also right on the ticket.
Time and client access
The project brings all bookings together: who worked on what, on which day, with daily totals. In the project settings you decide whether your client may open it and which documentation pages they see.
The helpdesk
To have requests arrive by themselves, connect your support mailbox. Leadtime checks it every minute and turns new emails into tickets. Your team's replies go out from the same mailbox. New tickets get your defaults: which project they land in, the type, the status and who is responsible. That keeps every request in one place, from the mailbox to the booked time. Closed tickets with booked time are suggested for invoicing later, in the invoice review.
Requests arrive everywhere. And nobody knows where anything is.
The client calls, writes to info@ or emails the project lead directly. Every request ends up somewhere else, and whoever wants to help has to ask around first. In Leadtime everything arrives in one place: as a ticket, with client, project and one person in charge.
A routine ticket: twenty minutes today, two with an agent.
- Today: read the email, create the ticket, find the answer, reply, log the time. About 20 minutes.
- With Leadtime, the email is already a ticket. The agent resolves it with your documentation and logs its time.
- Your team reviews the answer. About 2 minutes, a tenth of the time.
This applies to routine tickets an agent can resolve, by our assumption just under a third. The other tickets get shorter too, because client, project and retainer are already assigned.
Routine ticket, your team’s working time
Factor10
Model calculation based on our assumptions, not a promise of results.Work it out for your company
Your clients send emails as always. You receive tickets.
Connect your support inbox, whether it’s Google, Microsoft 365 or IMAP. Every email becomes a ticket, and your rules for each client file it straight into the right project. The client gets a confirmation at once, and your reply from the ticket reaches them as an ordinary email.
This morning’s ticket is work too. Now it’s in the plan.
In Leadtime, tickets are ordinary tasks. They sit in the same plan as your projects, with an owner, an estimate and booked time. Project leads can see why Pia’s week has suddenly filled up, and support doesn’t have to beg for time.
Your clients see for themselves what’s happening and what’s up to them.
Invite your clients as guests at no extra cost. They see a home page with your logo, their open items and the projects you share with them. What you discuss internally stays internal.
- Your logo, your colourPlus your own welcome, as text or an image. Your client knows at a glance whose portal this is.
- For you to doWhatever is currently with the client, with a due date: an approval, a form, a detail your team is waiting for.
- Shared projectsOngoing support or a one-off project, with open tasks and pages from your documentation. You decide which pages they see.
Your client logs it, your team gets it done. Both see the same status.
In shared projects, your clients create tasks themselves, fill in forms, comment and see the time booked. On your side, it’s instantly a ticket in the right project. Nobody retypes emails, nobody hunts for the latest status.
- 1Ms Lehner reports a new starter
- 2On your side: a ticket, already with Pia
- 3Pia does it, Ms Lehner reads it at once
Your client sees
You see
Done means done.
Clients remember that.
How much of the maintenance contract is left? From now on, a number, not a hunch.
A contingent has hours, a price and a period, and every quarter of an hour you book on a ticket comes off it. Hours left over from last month can be carried over if you wish. Anything beyond that, you bill instead of giving it away.
Which server was that again? The ticket knows.
Servers, printers, firewalls, licences: whatever you look after for your clients, you set up as an object, with your own types, fields and statuses. The ticket shows which device it’s about, and the device shows every ticket it has ever had.
New emails are already sorted by the time your team opens them.
The agent works in your team with its own account and role. It assigns each request to a client and project, sets the priority and hands it to the right person. Routine questions it solves with your documentation and writes the solution into the ticket. It books its time to the contingent, and your team takes care of what needs expertise.
Which client keeps needing more than the contract covers? Ask Leadtime. Press ⌘K, or Ctrl+K on Windows, and ask in your own words. The answer comes from your tickets, times and contingents and only shows what you’re allowed to see anyway.
In the inbox
The agent
New emails in the support inbox.
- Read5 emails, one of them advertising
- Sortby client, project, priority and owner
- Solvethe VPN question, using your guide
- Commentthe solution is in the ticket
- Handed overthe wrong prices to Jonas, with a summary
- Timebooked on the contingent
- Your teamtakes on what needs expertise
In Leadtime
What the agent may do is set by its role, as for anyone in the team. What it did is in the ticket and in its time entries.
From email to invoice: one ticket, no back and forth.
Every request takes the same route, whether it comes by email or through the client portal. Your client sees the status, you see the hours.
If a ticket grows into something bigger, turn it into a project. More under Projects
All service features at a glance.
Each feature comes with a sentence on what it does for you.
Connect your inbox
Your support inbox on Google, Microsoft 365 or any IMAP server becomes your helpdesk.
Every email becomes a ticket
Every client email becomes a ticket, and none gets lost between three inboxes.
Rules per client
Each client has its own helpdesk rules, for example which project its tickets go into.
Reply from the ticket
You reply in the ticket, and your client gets an ordinary email from your inbox.
Confirmation of receipt
Your client hears straight away that the request has arrived.
Agents in the helpdesk
An agent with its own account takes on tickets, assigns them, solves routine questions with your documentation and books its time.
Home page with your logo
Your client sees your logo, your colour and your welcome message, as text or an image.
For you to do
Approvals, forms and details your team is waiting for, each with a due date.
Shared projects and pages
Your client sees the projects you share and exactly the documentation pages you choose.
Create and comment on tasks
Your client logs requests directly, adds comments and sees the time booked.
Accept express quotes
Your client accepts or declines a fixed-price quote right in the portal.
Guest access at no extra cost
Guests cost nothing extra. They only see what you share, and internal stays internal.
Tickets are tasks
A ticket works like any other task, with status, owner, comments and mentions, as a list or on a Kanban board.
In the same plan
Tickets sit in the weekly plan next to project tasks, so you can see why a week is full.
Forms for requests
A form asks for what you need to solve it, such as the device, the error message and the urgency.
Time tracking on the ticket
Time runs on the ticket and comes straight off the contingent.
AI summaries
Leadtime summarises long threads, so nobody has to read them from the start.
Support contingents
Hours, price and period for each contract. You can always see what's used and what's left.
Several contingents per project
For example one for maintenance and one for training, in the same project.
Carry-over
Unused hours can carry over into the next period if you want.
Hours not covered
Anything beyond the contingent is shown separately, so you invoice it instead of giving it away.
Objects
Servers, printers, firewalls or licences, linked to the client, project and ticket. Each device lists every ticket it has ever had.
Let us show you with one
of your client emails.
Bring one along in your head, ideally the one nobody has answered for far too long. In 30 minutes you’ll see where it lands in Leadtime, who solves it and what your client sees of it.