The helpdesk that knows your business hours
Every clock in Hitt Hosting Desk runs on your business hours — the auto-acknowledgement that tells customers exactly when they'll hear back, replies scheduled for your next open, stop-the-clock SLAs and a coverage heatmap that shows where your staffing actually leaks. Plus a public status page with uptime monitors that declare and resolve incidents on their own — no separate statuspage subscription.
Everything a support team needs, nothing gated
Every plan — and the free trial — unlocks the full feature set. Plans differ only by seat count.
Shared inbox & ticketing
Queues, Kanban board, per-workspace ticket keys (INC-42), custom fields, linked tickets, merge, watchers and bulk actions on up to 200 tickets.
SLAs on your business hours
Per-priority first-response and resolution targets on a business-hours clock with holidays — and stop-the-clock while you wait on the customer.
Automation & auto-assignment
Event-triggered rules, macros that bundle field changes with a reply, and availability-aware round-robin or least-busy routing so nothing sits unowned.
AI assist
AI triage suggests type, priority and tags; AI drafts the next reply from the thread and your KB; AI summarizes long threads. Cached, logged, auditable.
Help center & knowledge base
Ticket deflection as customers type, helpful/not-helpful article feedback, per-article visibility, and a search-gap report of what customers couldn't find.
Status pages & uptime monitors
A public status page powered by your assets, with HTTP(S) monitors that auto-declare public incidents on failure and auto-resolve on recovery.
Analytics & CSAT
Coverage heatmap, tag mix with CSAT overlay, agent leaderboard with per-agent CSAT, FCR net of reopens, SLA attainment and backlog aging.
Email, chat & portal
Inbound email-to-ticket, an embeddable ~6KB live-chat widget, a magic-link customer portal and automatic one-click CSAT surveys on resolve.
Most helpdesks know your hours. This one acts on them.
Elsewhere, "business hours" is a setting the SLA report reads. Here it drives the product: what customers are promised, when replies go out, when the clock pauses, who gets assigned, and where your coverage actually has holes.
Auto-acknowledgement with a real promise
Every new ticket gets an instant, on-brand "we've received it" reply. Land after hours or on a holiday and it appends exactly when they'll hear back — computed from your business-hours calendar.
Scheduled replies
Write the reply now, send it when it lands best: an exact date and time, or the customer's next business-hours open. Delivered exactly once by a leased dispatcher, cancellable until it fires.
Stop-the-clock SLAs
The resolution timer pauses automatically while a ticket waits on the customer, and the whole clock runs on your business hours and holiday calendar — you're measured on your response time, not theirs.
Escalate before the breach
Time-triggered escalation rules act at 75% of the SLA window and again at breach — bump priority, reassign to the least-busy agent, or alert the leads. Each fires exactly once per ticket per stage.
Coverage heatmap
A 7×24 weekday-by-hour grid of when tickets actually arrive vs. when you're staffed, with median first-reply per cell and off-hours shaded — so you can fix the gaps that quietly breach SLAs.
Availability-aware assignment
Round-robin or least-busy auto-assignment only routes to agents who are accepting work. One toggle pauses an agent (out sick, heads-down) and new tickets flow to whoever is on.
Elevated errors on API
Opened by monitor "API health" after 3 failed checks
Investigating
Monitor detected failures
Identified
Upstream provider issue
Resolved
Monitor recovered — auto-resolved
Subscribers notified · postmortem published
Cancel the separate statuspage subscription
A public status page is part of the desk, not a second product with a second bill. It's powered by the same asset registry your tickets link to — so the incident, the affected asset, and the customer conversation live in one place.
Monitors declare the incident for you
HTTP(S) uptime checks with status-code and keyword assertions. A failed check opens a public incident and emails subscribers; recovery resolves it. One incident per outage, never a duplicate.
Subscribers, done right
Double-opt-in email subscriptions with one-click unsubscribe, plus RSS 2.0 and Atom feeds for readers, Slack/Teams and automation.
History and postmortems
A browsable incident-history archive, stable per-incident permalinks, and written postmortems rendered on the public page — what regulated-SaaS buyers expect after a major incident.
Maintenance without the red alert
Schedule maintenance windows in advance. Customers see a calm Upcoming → In progress notice that never trips the failure posture.
Governance and integrations, wired in
Tamper-evident audit chain
Every mutation is hash-chained; verify the log is intact with one API call. CSV audit export and JSON workspace export included.
Engineering-aware
A daily Sentry sync opens a ticket per unresolved issue; GitLab commits and MRs that mention a ticket key link themselves and can auto-resolve the ticket on merge.
Suite integrations
Import contacts from CRM, invoice billable time straight to Books, spawn a Field dispatch job from a ticket. Soft links — nothing breaks if a sibling is off.
A real developer surface
HMAC-signed outbound webhooks with retries and delivery logs, scoped personal API tokens, and inbound email endpoints for Postmark, Mailgun, SES and SendGrid.
Ready to keep every promise your support team makes?
Full access for 14 days — every feature, no credit card. Then honest per-seat pricing from $7.99.