Most remote access tools hand you a session and stop there. The HopToDesk Dashboard includes a complete ticketing system alongside remote access, so a support request and the session that resolves it live in the same product, on the same record. Ticket management is available from the free plan onward, at no extra cost.
End users raise tickets through a customer-facing portal without needing a HopToDesk account. Each ticket carries a subject, description, priority, status and file attachments, and the customer can track progress and reply in the same thread. Individual tickets can also be shared by link with people outside your organization, so a manager or vendor can follow a case without being given access to your dashboard.
Inquiries do not have to arrive one way. Alongside the customer portal, HopToDesk can take tickets in by email, so requests from both channels are organized into the same queue for your support agents to work through.
Tickets are assigned to specific team members, with role-based permissions across owner, admin, member and viewer. Conversations stay threaded against the ticket, so ownership is explicit and history is not scattered across inboxes. Unlimited team members are included on the Business plan, with no per-technician fee.
Enterprise and MSP plans add SLA targets with automated breach detection and alerting, CSAT surveys issued after resolution, and ITSM integrations with ServiceNow and Jira for organizations that run a wider service-management practice.
Every remote connection is recorded in reporting, not just in a log line. The Dashboard reports on session history, connection history with duration tracking, device activity and ticket metrics. Business plans add team performance reporting, a full audit trail and CSV export, so you can bill by session length, review technician workload, or hand an auditor a complete record.
Sessions can additionally be recorded to video and reviewed later from a searchable recording library, organized by device and date, which is commonly used for training, quality assurance and compliance evidence.
MSPs can isolate each client in its own tenant with per-tenant white-label branding, run the help desk per client, and pull per-tenant usage reports for billing. Device lists can be imported directly from TeamViewer or AnyDesk, so switching does not mean re-enrolling a fleet by hand.
The free plan covers three devices with ticket management included and no credit card. Pro and Business add larger fleets, unlimited team members, advanced reporting and API access. See the Dashboard for the full feature list and pricing.