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-powered 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
- Priority support response
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 | |||
| 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, zero agent effort | |||
| 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 | |||
| 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 are actually writing in about and which subjects score worst | |||
| First Contact Resolution + reopen rate — the master support metric, measured: 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 | |||
| 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 — see exactly 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 | |||
| 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 | |||
| 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 | |||
| Personal API tokens (Bearer auth) with read-only / read-write / admin scopes | |||
| Sentry integration — daily 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 | |||
| 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" | |||
| 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 | |||
| VIP flag + notes per account; one-click non-destructive backfill from existing company names | |||
| 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-powered 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. Link tickets to assets to see real blast radius.
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