Clocks on business hours
Working hours come from HRMS shifts, week-offs and holidays. Clocks pause while you wait on the customer.
XCodefix Helpdesk
Helpdesk ticketing with SLAs that run on your real hours
Answer clients on time with SLA clocks that know your shifts, week-offs and holidays. Route every ticket to the right pod, give customers a portal without passwords, and run HR and IT requests on the same desk.
SLA timers that pause outside working hours
Routing that skips people on leave
Customer portal with ratings
Most urgent first2 overdue
P1Checkout page downClient one · Web team12m left
P2Ranking drop on 3 pagesClient two · SEO pod1h 40m
P3Add new team memberClient three · SupportWaiting
- priorities with your own wording
- P1–P4
- ticket views with live counts
- 11
- tickets updated in one bulk action
- 200
- ready-made internal sub-categories
- 390+
Why teams switch
Never miss a reply your contract promised
Shared inboxes hide who owns a request and how long a client has waited. Helpdesk puts an owner and a clock on every ticket.
The right team, first time
Tickets go to the client's pod, then the service team, then the default team. Away or on-leave agents are skipped.
A portal clients like
Clients sign in with a 6-digit email code, see the promised reply time and rate the result.
Internal requests done right
HR, IT and admin tickets with restricted POSH and whistleblower categories, including anonymous reports.
What is included
One desk for clients, employees and your own product
Client tickets, internal tickets and platform support share one set of tools, reports and audit logs.
Client tickets
- Search, 9 filters and urgency sorting
- Saved replies, internal notes and @mentions
- Merge, spam blocking and bulk actions
- Keyboard shortcuts for every common step
- Log tickets from phone, WhatsApp, email or chat
SLA engine
- First reply, next reply and resolution targets per priority
- Versioned policies on 24×7 or business-hours clocks
- Warnings, breach alerts and L1/L2 escalation
- Countdown panel with breakdown and history
Routing
- Lead accepts, automatic, or open queue per team
- Fewest open tickets or take turns
- Unaccepted tickets escalate after 60 working minutes
- Available / Away for every agent
Customer portal
- Password-free sign-in by email code
- Raise, track, reply, resolve and reopen
- Great / OK / Not good rating with comment
- Shows whether the team is in now
Internal tickets
- 8 teams, about 80 categories, 390 sub-categories
- Raise on behalf of a colleague, with needed-by date
- Round-robin or owner assignment, skipping leave
- Restricted POSH and whistleblower tickets
Reports
- KPIs and trend by team, person, service, client and channel
- SLA compliance with breach reasons
- CSV and JSON exports
- Satisfaction from portal ratings
How it works
Up and running in three steps
- 1Add services and teams
List what clients can ask for, set a default priority and choose which team handles each service.
- 2Set SLA policies
Pick targets per priority. Working hours come from HRMS, so holidays are already known.
- 3Share the portal
Send clients your portal link. Every update reaches them by email, with a link straight back to the ticket.
Better together
Connected to the rest of your apps
Every XCodefix app shares people, companies and sign-in, so data entered once is used everywhere.
How is the SLA clock calculated?
From the working hours of the team handling the ticket, taken from HRMS shifts, week-offs and holidays. The clock pauses while a ticket is on hold or waiting on the customer, and each priority has its own targets.
Can customers raise tickets without creating an account?
Yes. The portal signs customers in with a 6-digit code sent to their email, or with the link in any ticket email. There is no password to create.
Can we use it for HR and IT requests too?
Yes. Internal tickets come with a ready-made catalogue of 8 teams and about 390 sub-categories, all editable, plus restricted POSH and whistleblower categories.
Do customer email replies reach the ticket?
Customers reply through the portal link in each email today. Replies sent straight to email are on the roadmap.
Can we export our data?
Yes. Ticket lists, reports and SLA compliance export to CSV, and SLA compliance also to JSON.
Free 30-minute demo
Put a clock on every client promise
Tell us how many clients and agents you support. We will set up services, SLAs and the portal with you.
- Set up around your company, not a generic tour
- Help moving data from spreadsheets and other tools
- Already a customer? Sign in to your apps