1
The Ticket button in the customer panel — right next to the conversation
The customer writes in Telegram, Viber, Instagram or the website chat — the operator replies in the same window.
Help desk by a Ukrainian team
Not a single request gets lost
A Telegram, Viber or website chat becomes a ticket in one click — with an SLA deadline, an owner and a status page for the customer.
14 days without a card · in Ukrainian · ₴900 a month for a team of up to 3
Telegram
Viber
WhatsApp
Instagram
Messenger
Email
OLX
ROZETKA
prom.ua
Website chat
Calls
Requests from every channel in one queue, with one SLA
From chat to ticket — in one click
The operator doesn't copy the conversation into a separate system, and the customer doesn't explain the problem twice.
2
The form already holds the conversation and contacts — just pick the priority
The subject is the customer's first message; the description holds the whole conversation, phone, email and channel. Just pick the priority.
3
The customer instantly gets the request number and a link in the chat
The CRM itself sends the customer the request number and a link to its status.
SLA
SLA on every ticket
An SLA policy is set per priority — Low, Normal, High, Urgent: minutes to the first response and to resolution. Every ticket gets two deadlines, and the ticket list shows how much time is left.
The first response only counts when the customer can see the comment: an internal note doesn't stop the timer. While the ticket waits for the customer, the deadlines move by the waiting time.
For the customer
The customer sees what's happening with their request
A status page link goes to the customer in the chat, by SMS or by email, and there is a QR code too. It shows the stages, the comments you made visible to the customer and a 1-to-5 rating. No password, and no internal notes on the page.
Fewer "any news?" messages and fewer new requests opened just to ask about an old one. A customer account with all their tickets and a code sign-in comes with the Everything included plan.
Reports
Reports and breach notifications
The Summary report shows total tickets, resolved ones, SLA breaches and the average resolution time, plus a split by channel, priority and status. Next to it are reports by status, category, assignee and recurring requests; the period is a week, a month or custom, with Excel export.
SLA breaches are checked roughly every 10 minutes: the assignee (or the author) gets a bell notification, the ticket history gets an entry, once per breach type. The home page has an "SLA breached" counter and a "Needs attention" list.
Reasons for contact
Why customers contact you
The chat report splits requests by reason for contact and by operator. The operator picks the reason from the Reason for contact list, which is shared by chats, calls and tickets, so complaints, payments and sign-in questions add up to one picture.
From here you see what drives the load and what is worth closing with a knowledge base article or a bot reply.
Why ModalCRM and not Zoho Desk or Freshdesk
Foreign help desks charge for every operator in dollars or euros, and Telegram and Viber are not their main channels. Below is only what their official websites say.
ModalCRM900 ₴a month for a team of three — tickets, SLA, chats and calls
Zoho Desk≈ 3 026 ₴€20 × 3, Standard
Freshdesk≈ 4 730 ₴$35 × 3, Omni
HelpDeskEddy≈ 4 540 ₴€30 × 3
| ModalCRM | Zoho Desk | Freshdesk | HelpDeskEddy | |
|---|---|---|---|---|
| How the price is counted | per company: ₴900/mo for up to 3 people, then +₴200 | per user | per agent | per agent |
| Team of 3, monthly billing | ₴900 | €60 — Standard, the first plan with messaging (€20 × 3), ≈ ₴3,026 | $105 — Freshdesk Omni with messaging ($35 × 3), ≈ ₴4,730; email only — $69 | €90 (€30 × 3), ≈ ₴4,540 |
| Currency and invoice | hryvnia, invoice from a Ukrainian sole proprietor | euro | US dollar | euro |
| Telegram and Viber | both included — together with WhatsApp, Instagram, Facebook and the website chat | not mentioned on the features page; WhatsApp is | not mentioned on the pricing pages; messaging is in Freshdesk Omni | both available |
| Website and pricing in Ukrainian | yes, and support too | no, English | no, English | interface available in Ukrainian; the Ukrainian site did not open on 25.10.2026 |
Data from the official pages zoho.com/desk (pricing, features) and freshworks.com/freshdesk (pricing, omni/pricing), checked on 01.11.2026; HelpDeskEddy — en.helpdeskeddy.com and helpdeskeddy.ru, 25.10.2026. Prices exclude taxes, monthly billing; their yearly billing is cheaper. Hryvnia at the NBU rate of 23.10.2026: ₴45.05/$, ₴50.44/€.
What it costs
0 ₴
Free
Site chat, messengers and a three-step bot. One user, 600 replies a month. No tickets or SLAs here. Forever, no card.
900 ₴/mo
Communication
Tickets with SLAs, a customer status page, chats, browser calls, mailings, deals and documents. Team of up to 3, then +200 ₴ per user.
2 200 ₴/mo
Everything included
Adds the client portal for tickets, automations (for example on the New request event), appointments, orders, warehouse, finance and HR. Team of up to 10, then +200 ₴ per user.
Quarterly billing is 8% off, yearly 17% off. Rozetka, Prom and Nova Poshta integrations are not charged separately.
Frequently asked questions
How do SLAs work in ModalCRM?
You set a policy for each priority: how many minutes to the first reply and to resolution. Every ticket gets two deadlines. While a ticket sits in a waiting status (approval, parts, external service, customer reply, payment) the clock stops and the deadlines shift by the length of the pause. The first reply counts only from a comment the customer can see.
How much does a CRM for a support team cost?
Plans with tickets start at Communication: 900 ₴ a month per company for up to 3 users, then +200 ₴ for each extra user. Paying for a quarter takes 8% off, for a year 17% off. The first 14 days are free, no card. The free plan does not include tickets.
Where do tickets come from?
A manager creates them by hand, with the Ticket button from a chat or the call window. In the Telegram bot the customer types /ticket and describes the problem. On «Everything included», customers file tickets in their own portal. A customer can also check the status without logging in, using the ticket number and a phone or email on the tracking page.
Can the customer see what is happening with the request?
Yes. The customer gets a link to a status page (by SMS, in a chat or by email, with a QR code): it shows the stages, the comments you made visible to the customer, Approve and Decline buttons for an estimate, and a 1 to 5 rating, once. The page has no password and no internal data.
Where is the data stored and who is the provider?
Data is stored on servers in Europe (Hetzner). The provider is sole proprietor Lazukina Viktoriia Anatoliivna, Ukraine; payment is in hryvnias, terms are in the public offer on the site.
See tickets and reports live
A demo account with tickets, chats and calls, no signup; there is no separate demo for support teams. Or try the full plan free for 14 days, no card required.