Service Desk
The Decuga Service Desk provides a full ticket management system for handling customer support requests, bug reports, and feature enquiries - without a separate helpdesk subscription. Available on Pro and above.
Ticket management
Create, assign, and track support tickets with full status and priority control.
Public customer portal
A branded self-service portal where customers submit and track their tickets.
SLA tracking
Define SLA rules per priority, and per company where a customer has its own terms, and get breach alerts before deadlines are missed.
Company accounts
Group reporters by company for B2B support relationship management.
PM task linking
Link any ticket to a sprint task for end-to-end traceability.
Analytics
Track ticket volumes, response times, and resolution rates on Business plan.
Ticket management
Each service desk ticket belongs to a project. Tickets are created either by agents directly in the dashboard, by customers through the public portal, or via helpdesk intake forms.
A clear, one-line description of the issue or request.
Full detail of the issue, steps to reproduce, or request context. Supports markdown formatting.
Bug, Feature Request, Question, or Other - helps route and filter tickets.
Critical, High, Medium, or Low. Used to determine SLA timers.
Open, In Progress, Pending, Awaiting Reply, Resolved, Closed, or Merged. Updated by agents.
A project member responsible for resolving the ticket.
The contact or customer who raised the ticket.
(Business) The company account associated with the reporter.
A linked PM sprint task. Provides full traceability from report to fix.
Files, screenshots, or logs attached to the ticket for context.
Ticket statuses
Newly created ticket, not yet assigned or in progress.
An agent is actively working on this ticket.
Waiting for input from an internal team (for example engineering or finance) before the agent can continue.
Waiting for the customer to respond. Their reply, by portal or email, moves the ticket back to In Progress.
The issue has been addressed. A reply from the customer reopens it.
Ticket is fully closed. No further action expected, and it can only be commented on.
Merged into another ticket and no longer shown in the active queues.
Priorities & SLA
Ticket priority controls urgency and, on Business plan, triggers SLA timers. SLA rules define the maximum time allowed from ticket creation to first response and resolution.
System down or data loss. Immediate response required.
Major functionality broken. Urgent resolution needed.
Significant issue with a workaround available.
Minor inconvenience. Resolved in normal course.
An SLA is set for a priority and, optionally, for one company. A ticket gets its company's SLA for its priority if there is one, and otherwise the default SLA for that priority, which applies to every company. Only one SLA can exist for each priority and company, so two can never conflict: saving a duplicate is refused. In SLA settings the defaults are shown first, then a table of the companies that have SLAs of their own, with the default shown in grey where a company has none.
Reporters & contacts
A Reporteris the contact who raised a ticket. Reporters are separate from Decuga account users - they do not need a Decuga login. Reporters are stored in your project's contact list and can be associated with multiple tickets.
When a customer submits a ticket via the public portal, Decuga automatically creates a reporter record from their email. Agents can also create reporter records manually.
The reporter's display name.
Primary contact email. Used to link portal submissions to the reporter record.
(Business) Associate the reporter with a company account.
All tickets raised by this reporter, visible from their contact page.
Company accounts
Company accounts group reporters from the same organisation. This is essential for B2B support - see all tickets from a single customer at a glance, understand your relationship with each client, and track which companies generate the most support load.
The name of the client organisation.
Email domain used to auto-associate new reporters to the company.
All reporters associated with this company.
Count of unresolved tickets across all contacts in the company.
Linking tickets to PM tasks
Every ticket can be linked to one or more sprint tasks in the same project. This creates a traceable connection from a customer-reported issue to the engineering work that resolves it.
What linking provides
- ✓Engineers see the customer's original ticket context directly on the task.
- ✓Support agents see the task status (In Progress, Done) on the ticket.
- ✓Analytics track the ratio of linked tickets - a measure of how well support and engineering are connected.
- ✓When a task ships to Done, agents are notified and can resolve the linked ticket.
To link a ticket, open the ticket detail panel, click Link to task, and search for any task in the project. Linking works in both directions - you can also link from the task detail panel.
Service desk analytics
Service desk analytics are available on the Business plan and provide visibility into support team performance and ticket health.
Total tickets created over a time period, broken down by type and priority.
Current ratio of open to resolved tickets across the project.
Average time from ticket creation to the first agent reply.
Average time from creation to resolution across all closed tickets.
Percentage of tickets resolved within their SLA target. Business only.
Ticket volume and resolution rate broken down by agent.
Percentage of tickets linked to PM tasks - traceability metric.
Ticket Automations
Ticket Automations are no-code rules that run when something happens to a ticket: it is created, its status changes, it is assigned or it is resolved. A rule can assign the ticket, set its status or priority, add a comment or send a webhook, optionally filtered by conditions such as the ticket's company, form or reporter. Find them under Service Desk → Ticket Automations, below SLAs. They are available on Pro plans and above.
Customer portal
The customer portal is a public-facing page where customers can submit tickets, check the status of their existing tickets, and interact with helpdesk intake forms - without needing a Decuga account.
Plan availability
| Feature | Pro | Business |
|---|---|---|
| Ticket management | ✓ | ✓ |
| Public customer portal | ✓ | ✓ |
| Helpdesk intake forms | ✓ | ✓ |
| Reporter contacts | ✓ | ✓ |
| PM task linking | ✓ | ✓ |
| SLA rules & breach alerts | - | ✓ |
| Company accounts | - | ✓ |
| Service desk analytics | - | ✓ |
Ready to set up your service desk?
Start a free trial of the Pro plan to access the full service desk.