Help Desk and Ticketing
A help desk built into remote support
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.
A customer portal your clients can actually use
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.
Ticket intake from email and the portal in one queue
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.
Assignment, ownership and team roles
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 Pro and Business plans, with no per-technician fee.
SLA targets and customer satisfaction
The Business plan includes SLA targets with automated breach detection and alerting, and CSAT surveys issued after resolution. Enterprise and MSP plans add ITSM integrations with ServiceNow and Jira for organizations that run a wider service-management practice.
Customer notifications from your own email domain
The Business plan keeps your customers informed automatically: a confirmation email when a ticket is opened and an update whenever its status changes, in the customer's language and with your branding. Pro and Business accounts can also verify their own sending domain, so every ticket email leaves from an address like support@yourcompany.com instead of ours. Setup takes one DNS change, and mail safely falls back to our address if the domain ever stops verifying.
Detailed session reports and an audit trail
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.
- Session history with start, end and duration per connection
- Device activity and real-time status across the fleet
- Ticket metrics and team performance reporting
- Full audit trail with CSV export on Business and above
- Searchable session recording library by device and date
For managed service providers
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.
Get started
The free plan covers three devices with ticket management included and no credit card. Pro and Business add larger fleets and unlimited team members, and Business adds advanced reporting and API access. See the Dashboard for the full feature list, or compare plans.