Job management
Book the right person on the planning board, run the job from the app on site, and turn the hours into the invoice.
More on job managementIceBubble CRM
Helpdesk and inbound email
Customer emails land as tickets, attached to the right client and job, with replies, notes and the due date in one thread the whole team can see.
Sound familiar?
- Customer emails sit in one person's inbox, and wait while they are on holiday.
- Someone leaves and their email history goes with them.
- Two people reply to the same customer, or nobody does.
- You cannot tell which customers or products cause the most problems.
The helpdesk puts every customer email in one shared place, linked to the people and jobs it is about.
How it works
1Email in, ticket out
Customers email an address on your own domain, such as helpdesk@yourcompany.co.uk, and each email becomes a ticket. We set the address up for you.
Why it matters: nothing gets lost in a personal inbox.
2Replies stay in the thread
Reply from the ticket and the customer gets an email. When they reply, it is matched by the ticket number and lands in the same conversation.
Why it matters: the whole conversation is in one place, in order.
3Linked to the right people
Each email is linked to the contact who sent it and their company, so you see it on the ticket and on the customer's record.
Why it matters: anyone picking up the customer sees every conversation the business has had with them.
4Status, priority, owner and due date
Every ticket has a status, a priority, a category, an owner and a due date, with internal notes alongside the emails.
Why it matters: everyone knows what is waiting, who has it and when it is due.
5See where the problems are
Search every email, filter by customer, and report on tickets by status, priority or category.
Why it matters: if one product or one customer suddenly generates a pile of tickets, you see it.
Part of the CRM, not bolted on
Tickets sit on the same clients and contacts as your sales pipeline, and can be linked to a job, so a complaint about work you did sits with that work. Time spent on a ticket can be recorded, and the morning AI summary tells you which tickets need attention today.
Works with
Reports and AI summaries
Build your own reports and dashboards, and start each day with an AI summary of sales, jobs and support.
More on reports and AI summaries
Sales pipeline
Every enquiry on one board, from first call to won. Win a deal and it becomes work, with quotes and deposits along the way.
More on sales pipelineFrequently asked questions
Do we need a new email address?
You give customers an address on your own domain, and we set up how it reaches the CRM. Email can also be forwarded from Microsoft 365, Google or most other providers.
Can several people work the helpdesk?
Yes. Tickets are shared, each has an owner, and everyone can see who has what.
Does it send emails as well as receive them?
Yes. Replies go out as normal emails, delivered through SendGrid so they land in inboxes.
See it working on your own work
Book a demo and we'll show you IceBubble CRM with examples from your kind of business, answer your questions, and tell you honestly whether it fits.
Prefer not to book online? Call 07766 120568 or email hello@icebubble.co.uk.