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Service desk for IT and managed service providers

Support every client from one service desk

Resolve tickets faster, meet every SLA and get paid for every approved hour. Each client gets their own portal, and your team works from one place.

14-day free trial · No credit card needed · Client users are free

All clients · Open tickets
Open Mine At risk
#1042
VPN drops after password reset
Globex · High
Jordan 2h left
#1041
Access for new finance user
Initech · Normal
Sam Waiting on client
#1039
New starter laptop setup
Globex · Low
Jordan SLA met
#1038
Printer queue stuck on floor 3
Umbrella · Urgent
Sam Overdue
Hours on #1042
3.5 hours · sent to client for approval
Approve Query
Built for teams that support many clients
Managed IT servicesIT support companiesFacilities managementSoftware support teamsAgencies
Why UbiHelp

Less chasing, fewer missed deadlines, no unbilled work

Resolve tickets faster

Your team sees the full history in one live thread, and clients stop raising the same issue twice.

  • Replies appear instantly, no refreshing
  • Clients see similar open tickets before they submit
  • Private notes for your team, hidden from the client
  • Hand a ticket to the right agent with one request
Riley · Globex
VPN disconnects every few minutes since this morning.
Internal note · Jordan
Same as #1036 last week. Certificate renewal, checking now.
Jordan · Support
Found it. Please reconnect now, it should hold.
Riley is typing…

Meet every SLA

Set response and resolution targets for each client and priority. UbiHelp keeps the clock honest.

  • Different targets per client, with a default for everyone else
  • Clock pauses while you wait on the client
  • See at-risk tickets before they go overdue
  • SLA compliance on your dashboard, ready for client reviews
SLA policy · Globex
PriorityFirst responseResolution
Urgent30 min4 hours
High1 hour8 hours
Normal4 hours2 days
Low1 day5 days
On track Paused · waiting on client Overdue

Get paid for every hour

Agents log hours on the ticket, the client approves them, and billing works itself out. No spreadsheets at month end.

  • Clients approve hours inside the ticket, so there are no billing disputes
  • Hourly, retainer or fixed-fee contracts, set per client
  • See what each client owes you and what you owe each agent
  • Weekly or monthly hours reports, ready to export
Step 1 · Agent logs
3.5 h on #1042
Proposed
Step 2 · Client approves
Dana at Globex
Approved
Step 3 · Billing updates
Globex · October retainer
62 / 80 h

See how every client is doing

Reports for tickets, agents, SLAs and hours, filtered by client, agent or category in a click.

  • Dashboards for managers, agents and clients
  • Export any report to CSV for monthly reviews
  • Clients see their own numbers, and only theirs
Tickets resolved by weekExport CSV
W1W2W3W4W5W6

Everything your service desk needs

Ready from day one. No add-ons to buy before it's useful.

Ticketing that fits your process

Assign, prioritise, reopen and archive. Your own categories for every type of request.

Built-in approvals

Hour approvals for clients and reassignment requests for managers, all inside the ticket.

SLA tracking

Targets per client and priority, with clocks that pause fairly and a clear view of what's at risk.

Real-time updates

Live conversations and instant notifications, so nobody waits on a refresh.

Duplicate detection

Fewer repeat tickets. Link related issues and close duplicates in one step.

Secure file sharing

Screenshots and documents stay attached to the ticket and visible only to the right people.

For service providers

Give every client their own help desk

Most help desks are built for one company supporting its own customers. UbiHelp is built for you supporting many companies.

  • Each client gets a private portal for their team
  • Client admins add their own users, so you don't have to
  • Their own SLAs, contract and billing terms
  • Your agents work every client's queue from one screen
Your team
One inbox for every client
Globex
Retainer · 80 h / month
Own portal · 12 users
Initech
Hourly
Own portal · 5 users
Umbrella
Fixed fee + overage
Own portal · 8 users
+ Add a client

Your clients' data stays separate

One client can never see another client's tickets, files or reports. It's enforced at the core of the platform and tested every time we ship.

Role-based access Full audit history Nothing is ever hard-deleted

Support from anywhere

Mobile apps for iOS and Android let agents pick up tickets on site and clients raise issues on the go.

iOS Android Web

Simple pricing per agent

You pay for your agents. Your clients' users are always free.

Starter

For small teams with a few clients

$/agent/month
Start free trial
  • Up to 5 clients
  • Ticketing and client portals
  • Live replies and notifications
  • File attachments
  • Mobile apps
  • Basic dashboard
Most popular

Growth

For growing service teams

$/agent/month
Start free trial
  • Everything in Starter, plus
  • Unlimited clients
  • SLA policies per client
  • Hour and reassignment approvals
  • Duplicate detection
  • Custom ticket categories
  • Reports with CSV export

Pro

For teams that bill by the hour

$/agent/month
Start free trial
  • Everything in Growth, plus
  • Billing from approved hours
  • Hourly, retainer and fixed-fee contracts
  • Agent earnings and cost tracking
  • SLA and hours reports
  • Priority support

Enterprise

For large teams and custom needs

Custom
Volume pricing
Talk to sales
  • Everything in Pro, plus
  • Dedicated onboarding
  • Account manager
  • Custom contract and invoicing
  • Early access to AI assistance

All plans include a 14-day free trial. Prices in USD, excluding taxes.

Questions

Who is UbiHelp for?

Companies that provide support to other businesses: managed IT, IT support, facilities and software support teams. If you look after several clients, it's built for you.

Do my clients' users count as agents?

No. You pay only for your own agents. Your clients' admins and users are free.

Can each client have different SLAs and billing?

Yes. Set SLA targets and a contract type (hourly, retainer or fixed fee) for each client, with defaults for everyone else.

Can clients see each other's tickets?

Never. Every client only sees their own tickets, files and reports.

Is there a mobile app?

Yes, for iOS and Android, for both your agents and your clients' users.

What's coming next?

Email ticketing, push notifications, AI assistance and WhatsApp support are on the roadmap.

Ready to run support for every client in one place?

Start your free trial, or book a walkthrough with our team.