Tickets, a customer portal, intake forms and SLAs inside the same workspace as your sprint boards and change requests. Customers are free, the price is flat, and the whole thing adapts to your team: software, marketing, HR, sales, finance or legal.
One-week free trial of paid plans. No card needed. Unlimited customers on every plan.
What you get
The service desk is part of Decuga, not an add-on. Each feature below is in the product today; the label shows the plan it starts on.
A public self-service page per project, with your organisation name, a welcome message and support hours. Customers submit requests, see every ticket they have raised and follow its status, with no Decuga account.
Build as many forms as you need (bugs, feature requests, billing) with short text, long text, dropdown, checkbox, date, email, phone and number fields. Mark fields required, and embed a form on your own site with an iframe.
Statuses from Open to Closed (including Pending and Awaiting reply), four priorities, assignees, labels, observers who are copied on updates, attachments, time logging and bulk actions across several tickets.
Reporters are emailed when a ticket is received, when its status changes and when your team replies, with a link back to the portal. They can reply to the email and the reply lands on the ticket.
Discuss a ticket with the team in a note that is never emailed, never shown in the portal and never counted as a first response. Mentions in a note still notify your teammates.
No-code rules that run when a ticket is created, changes status, is assigned or is resolved: assign it, set its status or priority, add a comment or send a webhook, filtered by company, form or reporter.
Link a ticket to the sprint tasks that fix it, from either side. Support sees progress, and the developer sees the customer behind the bug.
When five customers report one outage, merge the tickets. The description and comments are copied to the surviving ticket, and the merged ones are marked as merged.
Set first-response and resolution targets per priority, with different targets for a given company. See what is due, what is late and why.
Group reporters by organisation to see every ticket from one client, the load they generate and the SLA they are promised. Essential for B2B support.
Ticket volume, response and resolution times, SLA compliance and team performance, so you can staff the queue with evidence.
Create, search, update and merge tickets in plain English from the dashboard, from Slack, or from an AI client over MCP, using your own permissions.
How a ticket moves
Every ticket follows the same path, and every change to it is written to its history with who did it and when.
From the portal, an embedded form, email or the API. The reporter is created from their email address and gets a reference and a confirmation.
Defaults and automation rules set priority, assignee and SLA. The assignee is notified in the app, and in Slack if you have connected it.
Reply to the customer, add an internal note, log time, link the task that fixes it or merge it into a duplicate.
Set Awaiting reply when you need the customer, Pending when you wait on something else. A customer reply moves it back to In progress.
Mark it Resolved and the reporter is told. If they reply because it is not fixed, the ticket reopens.
A Closed ticket is read-only apart from comments. Reopening it is recorded in the ticket history.
Statuses are Open, In progress, Pending, Awaiting reply, Resolved and Closed, and a ticket that was merged into another is marked Merged. Priorities are Low, Medium, High and Urgent. A ticket records whether it arrived by web form, email or the API.
Adapts to your team
When you create a project you choose a template for your function. The service desk comes with it: a ready request form, the words your team uses, and the work it turns into. Each form is a starting point that you can edit, extend or replace.
| Template | Starter request form | Who can submit | Where the work goes |
|---|---|---|---|
| Software | None: build your own for bugs, feature requests and billing | Open to customers | Bug reports and feature requests become tasks on a sprint board, where GitHub and GitLab branches and pull requests link to them |
| Marketing | Marketing Asset Request: asset type (social post, blog article, video, banner, email campaign, landing page, print), campaign name, audience, required deadline, brief, brand guidelines link, reference examples | Open to customers | Requests turn into work in Campaign Waves, in lanes such as In Production, Client Review, Ready to Publish and Published |
| HR | HR Request: request type (leave, onboarding, offboarding, policy query, payroll and benefits, performance review, training), employee, department, manager, start date, details | Sign-in required | Hiring work runs through Applied, Phone Screen, Interview, Offer Extended and Hired |
| Sales | Sales Request: request type (demo, proposal, quote, contract review, account support, onboarding), account, contact, deal value, requested close date, requirements | Open to customers | Deal work runs through Prospecting, Qualified, Proposal Sent, Negotiation and Won |
| Finance | Finance Request: request type (invoice, expense claim, reimbursement, budget query, vendor payment, reconciliation), requestor, cost centre, amount, date needed, details | Sign-in required | Period work runs through Pending, In Review, Approved, Processing and Closed |
| Legal | Legal Request: request type (new matter, contract review, legal brief, compliance query, case support, document review), client, matter type, priority, contact email, details | Open to customers | Matters run through Intake, Research, Drafting, Review and Filed & Closed |
A request type dropdown, the fields your function always asks for, and required fields where a request is useless without them, such as a deadline or an amount.
Customer-facing forms can be open to anyone. Internal forms, such as HR and Finance, require the submitter to confirm their email address before they can send a request.
Sprint, backlog and epic are renamed for the template (a Campaign Wave, a Hiring Cohort, a Matter Phase), and the board lanes use your function’s language, such as Published, Hired, Won or Filed & Closed.
Use cases
The same tickets, portal and forms serve very different teams. These are the setups we see most.
Software teams
Customers report a problem in the portal. Support triages it, links it to a task on the sprint board, and the customer is emailed when it ships.
B2B support and customer success
Group reporters under their company, give your biggest accounts tighter response targets, and see which clients generate the most load.
Agencies and consultancies
Give every client one place to send change requests and questions, with a status they can check instead of emailing for an update.
HR and people operations
Employees ask for leave, onboarding or a policy answer through a form that needs sign-in, and HR works the queue with statuses and notes.
Finance teams
Stop chasing finance through email. Requestors submit with the amount, cost centre and date needed, and finance sees what is waiting and for whom.
Legal and compliance
Intake new matters and contract reviews through a structured form with matter type and priority, then work them through Intake, Research, Drafting and Review.
Marketing teams
Stop taking briefs in chat. Colleagues request an asset with the campaign, audience and a required deadline, and marketing works it through production.
Sales operations
Reps and prospects ask for a demo, a proposal or a quote through one form, with the account and the requested close date attached.
Service levels
Available on the Business plan. A target you cannot see is a target you will miss, so Decuga shows the clock on the ticket and reports on it.
Part of one workspace
Because the service desk shares an account with project management and change management, work does not have to be copied between tools.
Link tickets to sprint tasks and see both sides. Bugs reach the board without retyping.
Reply with formatting, lists and links in the same editor as task descriptions, and attach files and screenshots to a ticket.
Ticket events go to a channel you choose, with direct messages to the assignee. Mention teammates in internal notes.
Send ticket events to your own systems with automation rules and webhooks. Every ticket records whether it came from the web, email or the API.
Label tickets and find any ticket by its number, title or reporter from the ticket list.
When a fix is risky, link the ticket to a change request with an approval and a rollback plan.
Plans
Prices are per account, not per agent, and customers who raise tickets are reporters, not team members. Every paid plan has a one-week free trial with no card.
$28 / month, flat
Up to 20 team members
From $57 / month, flat
Up to 50 team members, scaling to 500
Prices in US dollars, per month, before tax. See the pricing page for every plan and for larger team sizes.
Keep reading
Service desk documentation
Every setting, statuses, SLAs, reporters and automations in detail.
Helpdesk portal setup
Turn on the portal, build forms, embed them and see what customers see.
Decuga vs Zendesk
Cost and features against a full support suite.
Decuga vs Freshdesk
When support tickets turn into engineering work.
Change management
Approvals, risk and rollback plans for risky fixes.
Project templates
The six templates and what each one changes.
Start a one-week trial of the Pro plan, with the portal, forms and tickets switched on.