Honest, per-seat pricing
Pay for the seats you use. Cancel any time. Your data leaves with you.
agents
All-Access Bundle
Use more than one Hitt Hosting product?
Get all 9 products (hosting, books, desk, sign, field, HR, CRM, SE & security) for $99/mo ($990/yr, 2 months free). One subscription, one bill.
Free trial
Free 14 days
14-day trial — no card required
Full access, solo, for 14 days. No credit card.
- 14-day trial — no card required
- Every feature, no gates
- Solo (1 agent)
- Your data leaves with you (JSON export)
Pro
For your team size$7.99/seat/mo
$23.97/mo for 3 seats
For small support teams.
- 2–10 agents
- Configurable workflows, ticket types & custom fields
- Kanban board, backlog, sprints & burndown
- AI triage, drafting & summarising
- Realtime co-presence, watchers, @mentions
- SLAs, automations, macros, approvals
- Customer portal, KB, automatic CSAT surveys, time tracking
- CRM / Books / Field integrations
- Tamper-evident audit + exports
Business
$19/seat/mo
$95/mo for 5 seats
For larger teams that need volume pricing.
- Unlimited agents
- Everything in Pro
- Same full feature set, scaled
- Volume per-seat pricing
- Direct email support
Compare plans
Every paid plan unlocks every feature. The only thing that changes between plans is the seat count.
| Feature | Free trial | Pro | Business |
|---|---|---|---|
| Plan capacity | |||
| Agents | 1 · 14 days | 2–10 | Unlimited |
| 14-day free trial — no credit card | |||
| Cancel any time, JSON workspace export on the way out | |||
| Ticketing & structure → | |||
| Per-workspace ticket keys (INC-42, REQ-101) — atomic allocator | |||
| Ticket types: Incident, Service Request, Change, Problem, Bug, Feature, Task, Epic — and your own | |||
| Custom fields per type (text / number / date / select / required flag) | |||
| Configurable workflows: arbitrary states + explicit transitions | |||
| Parent / child / epic hierarchy with breadcrumb navigation | |||
| Linked tickets: blocks, duplicates, relates-to, clones, causes, child-of | |||
| Threaded messages with internal notes (agents only) | |||
| Markdown rendering in messages — bold, code, lists, blockquotes, links | |||
| @mentions with autocomplete; mentioned users auto-watch the ticket | |||
| Ticket cloning — with or without conversation history | |||
| Ticket merge — combine duplicate tickets into one conversation; messages moved, duplicate auto-closed and linked | |||
| Views & navigation → | |||
| Queues: built-in (Mine / Unassigned / Urgent / Breached / by Type) + unlimited saved | |||
| Kanban board with drag-drop status, inline column quick-add | |||
| Backlog with per-sprint sections, move tickets between sprints, live burndown | |||
| Bulk actions on up to 200 tickets — resolve, close, assign, tag, escalate | |||
| URL-synced filters: every queue is shareable | |||
| ⌘K omnibox search across tickets, contacts, messages, KB | |||
| Global "+ New" with `c` keyboard shortcut + ⌘↵ to submit | |||
| AI assist → | |||
| AI Triage: suggests type + priority + tags from subject and body | |||
| AI Draft Reply: composes the next reply from thread + matching KB | |||
| AI Summarize: 3-bullet collapse of long threads | |||
| Prompt caching + AI suggestion log; graceful stub when no key configured | |||
| Realtime & collaboration → | |||
| Realtime "Also viewing" presence on every ticket, plus typing indicators and an agent-collision warning above the composer | |||
| Live ticket + message updates via Realtime backend | |||
| Live board: cards move as your teammates work | |||
| Watchers with full opt-in / opt-out + auto-add on @mention | |||
| External collaborators — CC anyone by email onto a ticket; they get every public reply, and inbound CCs are captured automatically | |||
| Notifications page + bell with per-user preferences | |||
| SLA management → | |||
| SLA policies with per-priority first-response & resolution targets | |||
| Business-hours SLAs with automatic stop-the-clock on customer wait | |||
| Business-hours-aware clock with configurable holidays | |||
| Assign by contact, tag, channel, or workspace default | |||
| Live countdown on every ticket card (green / amber / red) | |||
| Automatic breach flags on first response and resolution | |||
| Time-triggered SLA escalation rules — fire before and at breach (at-risk + breached stages), not just after; each fires exactly once per ticket per stage | |||
| escalate_to_role: target only owners/admins on breach, not every workspace member | |||
| Response Time Estimator widget for go-live planning | |||
| Workflow & automation → | |||
| Macros (canned responses) — single-click and bulk-apply (up to 50) | |||
| Merge fields in saved replies & macros — auto-fill customer name, ticket key, and your sign-off into canned text | |||
| Macro actions: bundle status, priority, assignee & tag changes into a one-click macro — not just a canned reply | |||
| Automation rules triggered by ticket.created / .updated / .replied | |||
| Auto-send a templated macro reply — instant first-response acknowledgements with personalized tokens | |||
| Automatic ticket assignment — one per-queue toggle routes every new ticket to the right available agent on arrival (round-robin or least-busy); nothing sits unowned | |||
| Load-aware auto-assignment: round-robin or least-busy routing (fewest open tickets wins) — also composable as an automation action | |||
| Skill-based routing — tag agents by skill (billing, Tier-2, language) and require them on a queue, so specialized tickets skip the reassignment shuffle; safe fallback to the full pool when nobody qualified is free | |||
| Per-agent availability flag — pause auto-assignment with one toggle; new tickets route to whoever is accepting, and stay unassigned rather than dropped if nobody is | |||
| Set priority/status, send macro reply, add tag, notify user | |||
| Service-request approvals: request → decide → audit (one pending at a time) | |||
| Snooze: defer a ticket until a date or until customer reply | |||
| Auto-close inactive resolved tickets after a configurable number of days — with an optional "reply to reopen" courtesy notice — so your backlog clears itself instead of rotting in the resolved column | |||
| Auto-acknowledgement on ticket creation — an instant, on-brand "we've received your request" confirmation (portal + inbound email); after-hours submissions get an automatic "we'll respond by…" line from your business-hours calendar | |||
| Scheduled replies — compose a reply now and send it later at an exact time or the customer's next business-hours open; delivered by a leased dispatcher exactly once (posts the reply, emails the customer, sets first-response), cancellable before it fires | |||
| Analytics → | |||
| Dashboard: volume sparkline, SLA-at-risk feed, agent workload, activity stream | |||
| Reports: volume chart, first-reply histogram, CSAT distribution, channel/type mix | |||
| Tag mix analytics — Reports ranks your top support tags by ticket volume with each topic's average CSAT, so you see what customers write in about and which subjects score worst | |||
| First Contact Resolution + reopen rate — reopens are counted at every reopen path and FCR is reported net of reopens (so closing badly can't game it), with threshold-coloured Reports tiles and per-agent FCR/reopen columns | |||
| SLA attainment report — historical first-response and resolution attainment % broken down by priority, with met/eligible counts per window; see how your team has performed against configured SLA targets | |||
| Coverage heatmap — a 7×24 weekday × hour-of-day grid (in your workspace timezone) of ticket arrivals and median first-reply time, overlaid on your business hours so off-hours and holiday gaps stand out, with an auto-generated insight comparing off-hours vs in-hours response speed | |||
| Backlog aging: open-ticket age buckets (< 1d / 1-3 / 3-7 / 7-30 / 30+) + posture | |||
| Agent leaderboard ranked by resolved + average first-reply, with per-agent CSAT (avg score + response count) alongside FCR and reopens — satisfaction by agent, not just for the team | |||
| Per-ticket time tracking with billable + DCAA labor categories | |||
| Time-tracking report — total/billable hours, unbilled backlog, and a breakdown by agent and labor category | |||
| Bill support time to Books — select billable entries on a ticket, or clear a client's whole unbilled backlog in one pass, and raise the Books invoice without leaving Desk. Hourly rate set once with per-labor-category overrides, hours × rate previewed before you confirm, one invoice with a line per ticket, and invoiced time stamped so nothing is billed twice. Requires Books on the same account | |||
| Automatic CSAT surveys — resolving a ticket auto-sends a one-click 1-5 + comment request, feeding the CSAT distribution and average in Reports | |||
| Negative-CSAT alerts — every 1- or 2-star rating instantly flags the ticket, pings the assigned agent, and fires a webhook so you can win back unhappy customers before they churn | |||
| Deflection metric — Reports counts KB self-service deflections in the window plus top deflecting articles, proving the knowledge base ROI | |||
| Content-gap analytics — what customers searched for and couldn't find: every committed help-center search is logged, and Reports shows a zero-result-rate tile plus the top zero-result queries as a prioritized KB writing backlog | |||
| Macro usage analytics — Reports surfaces your most-used canned responses with last-used dates, and each macro shows a usage badge, so you can curate the library by real adoption | |||
| Customer-facing → | |||
| Magic-link customer portal — no password, single-use token | |||
| Service catalog: customers pick a request type, you collect the right fields | |||
| Knowledge base with categories, drafts, helpful/not-helpful tracking | |||
| Knowledge capture — one click turns a resolved ticket into a KB draft (public agent replies only; internal notes never included) | |||
| Per-article KB visibility — public help center, internal (agents only), or private to the author | |||
| Uptime monitors — HTTP(S) checks with status-code + keyword assertions; transitions update linked CMDB assets, notify the team, and can auto-declare public incidents | |||
| External uptime checks — monitor from outside your own infrastructure (an off-box VM or a scheduled CI job) so an outage only your customers can see doesn't go unnoticed; every check is tagged with its vantage and a local/external disagreement is surfaced, not hidden | |||
| On-call rotations — route outage and SLA-breach alerts to whoever is actually on duty, with weekly or daily rotations and one-click overrides, instead of paging the whole team every time | |||
| Shifts computed from a start date rather than generated ahead: nothing to backfill, no schedule that runs out, and DST-safe handoffs that hold their wall-clock time | |||
| 14-day forward preview built by the same resolver that pages, plus a per-monitor "page the on-call agent" toggle and an escalate-to-on-call SLA action | |||
| Ongoing-outage re-alerts — a service that stays down keeps paging the agent on duty at your chosen interval, with a hard cap on reminders per outage so it can never turn into a pager loop; acknowledge to stop the reminders without resolving anything. Off by default | |||
| Unconfigured workspaces keep notifying everyone — and a member removed from the workspace is never paged | |||
| Ticket deflection — matching KB articles suggested inline as the customer types their subject, before they file | |||
| Public status page — asset grid, incident timeline, a full browsable incident-history archive with per-incident permalinks and written postmortems, uptime monitors that auto-declare and auto-resolve public incidents (opt-in per monitor, one incident per outage, subscribers emailed automatically), scheduled maintenance windows (Upcoming / In progress / Completed) that never trip a red alert, double-opt-in subscriber email notifications on declare/update with one-click unsubscribe, plus machine-readable RSS + Atom incident feeds for readers, Slack/Teams, and automation | |||
| Embeddable live-chat widget (~6KB, zero deps) for your own sites | |||
| Realtime agent chat UI with "Close + make ticket" transcript replay | |||
| Drag-drop file attachments on the reply composer | |||
| Brand colour + logo on customer-facing surfaces | |||
| Developer & integrations → | |||
| Outbound webhooks with HMAC-signed payloads, custom headers, retry policy | |||
| Per-webhook delivery log (last 50) with status, latency, error tracking | |||
| Inbound email-to-ticket — Postmark, Mailgun, SES and SendGrid shapes plus generic | |||
| Email and portal tickets get the full intake pipeline — SLA clocks start on arrival, ticket.created automations run, and auto-assignment routes them, so no customer ticket lands unassigned or without an SLA clock | |||
| Personal API tokens (Bearer auth) with read-only / read-write / admin scopes | |||
| Sentry integration — sync opens a ticket per unresolved Sentry issue (min-level + environment filters, duplicate-safe) | |||
| GitLab integration — commits/MRs mentioning a ticket key auto-link to the ticket, with optional auto-resolve on merge | |||
| Token last-used tracking + manual revocation | |||
| Saved replies — personal + team-shared, with shortcut tags | |||
| Email signatures on outbound replies — per-agent sign-off + a team default, with merge-field tokens ({{agent.name}}, {{workspace.name}}), auto-appended to public reply emails | |||
| Installable web app on iOS / Android / macOS / Windows | |||
| CMDB & ITIL → | |||
| Asset registry: servers, services, applications, databases, network, licenses, hardware, endpoints, sites | |||
| Asset status (active / degraded / offline / retired) with at-a-glance badges | |||
| Link assets to tickets as "affected" or "related" | |||
| Asset detail page — full ticket history per asset, affected vs related, newest first | |||
| Blast-radius counters per asset (open / pending / resolved, SLA breaches, last 30 days) | |||
| Live uptime on the asset page when a monitor watches it (up/down, last response, 24h + 30d uptime) | |||
| Filter the inbox by asset — every ticket for one server, service or license | |||
| Warranty & renewal dates per asset — structured date fields for licences, TLS certs, domains and support contracts | |||
| "Expires in N days" / "expired" badges plus an expiring-soon filter on the asset list | |||
| "Assets expiring soon" dashboard widget with a configurable 0–365 day lead time per asset | |||
| Auto-open a renewal ticket when an asset enters its lead window — deduped, one per expiry date | |||
| Change management — schedule a change with its implementation and rollback plans, gate it behind CAB approval, and see every upcoming change on one calendar | |||
| Three change classes: standard (pre-approved, starts immediately), normal (blocked until the CAB approves), emergency (starts on a written justification, recorded in the audit log) | |||
| Change-collision warning — two changes touching the same asset in overlapping windows are flagged on both | |||
| Publish an approved change straight to your public status page as a scheduled maintenance window, built from the same planned window and linked assets | |||
| Free-form JSON metadata per asset (IP, OS, version, anything) | |||
| Recurring ticket schedules with per-day cadence and run caps | |||
| Lazy schedule runner — no cron infrastructure required | |||
| Contacts & organizations → | |||
| Contact directory with search, CSV import, and CRM import | |||
| Organizations — group requesters into first-class company accounts | |||
| Automatic membership by email domain (subdomains included; free-mail excluded) | |||
| Shared account view: member roster + the union of everyone's tickets with an open-ticket count | |||
| Filter the inbox by organization — every ticket across the account in one queue | |||
| Company-wide portal visibility — let a customer's office manager read every ticket their company raised. Per-contact, opt-in, read-only; internal notes stay agent-side | |||
| VIP flag + notes per account; one-click non-destructive backfill from existing company names | |||
| Merge duplicate contacts — one customer, one history: move a duplicate's tickets and recurring schedules onto the surviving record, backfill only the fields it was missing, and delete the duplicate in one audited step | |||
| Hitt Hosting suite integrations → | |||
| CRM contact import + search | |||
| Books invoice linking | |||
| Invoice billable time entries straight to Books | |||
| Spawn Field dispatch jobs from a ticket | |||
| Graceful soft-link degradation when a sibling product is disabled | |||
| Governance & exports → | |||
| Tamper-evident, hash-chained audit log on every mutation | |||
| Audit-chain verification endpoint to prove the log is intact | |||
| CSV audit-log export + JSON workspace export | |||
| Optional agent anonymization for customer-facing views | |||
| Owner / admin / agent / viewer roles with strict role-gating | |||
| Token-based invites; ownership transfer; workspace soft-delete + restore | |||
What makes us different
The few capabilities you can't easily get elsewhere.
AI triage
Suggests type, priority and tags from the subject. Drafts the next reply from the thread and any matching KB articles.
Realtime co-presence
See which teammate is viewing or typing on a ticket. Live updates everywhere, no refresh.
Public status page
A customer-facing health board, asset by asset, with a full browsable incident-history archive, per-incident permalinks, written postmortems, and scheduled maintenance windows announced in advance. Uptime monitors can auto-declare a public incident on a failed health check and auto-resolve it on recovery; subscribers find out the moment it happens, with one-click unsubscribe. Plus RSS + Atom incident feeds to follow along in any reader or pipe into Slack/Teams.
Embeddable chat widget
One-line script. Conversations land in your inbox in realtime; close with one click to a ticket.
CMDB integrated
Track servers, services, licenses and hardware. Open any asset for every ticket it has ever caused, its blast-radius counts, and its live uptime.
Tamper-evident audit chain
Every mutation is hash-chained. Verify the log is intact with one API call.
Need a custom quote (50+ seats, on-prem, government contracts)? Talk to us