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The Ticket button in the customer panel — next to the conversation
The customer writes in Telegram, Viber, Instagram or the website chat — the operator replies in the same window.
CRM for technical support and Help Desk
All requests, calls and tickets — in one window
Bring every communication channel together, register requests as tickets, distribute them among specialists, control deadlines and analyse why customers contact you.
14 days of the full plan without a card · in Ukrainian · from ₴900 a month for a team of up to 3
Telegram
Viber
WhatsApp
Instagram
Messenger
Email
OLX
ROZETKA
prom.ua
Website chat
Calls
Less switching between apps — more control over support
One window
One window for every customer request
Customers contact you through different channels, but the team doesn't have to work in dozens of separate apps. The operator sees the conversation history, customer details and previous requests in one interface.
- Telegram and personal Telegram Business
- Viber
- Instagram Direct and comments
- Facebook Messenger
- WhatsApp Business API
- Website chat
- OLX, Rozetka and Prom.ua
- Phone calls
Handling requests with Help Desk and tickets
Every request that needs a specialist's work becomes a service ticket — from a chat or a call in one click, and in the Telegram bot the customer creates it with the /ticket command.
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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.
3
The customer instantly gets the ticket number and a link in the chat
The CRM itself sends the customer the ticket number and a link to the tracking page.
- Ticket numbering
- 15 handling statuses
- Responsible specialists and departments: Transfer, Take
- Ticket priorities
- History of completed work
- Parts, labour and estimates
- Cost approval with the customer
- Ticket tracking page for the customer
- Device model and serial number (VIN goes here too)
Customer history
The whole customer history — next to the conversation
Orders, tickets, calls with recordings, chats, invoices and appointments — in one "Customer history" window. It opens from a chat and from the call window, so the operator sees what the customer contacted you about before replying.
From there you can repeat an order, call back or open a previous chat.
SLA
SLA and deadline control
With many requests it matters not only to register tickets but to control how they are handled. SLA is set per priority, and the manager sees which tickets need attention and where delays happen.
- A separate deadline for the first response
- A separate deadline for resolution
- A pause while the ticket waits for the customer
- Notifications about breached deadlines
Analytics
Technical support analytics
The CRM helps you not just close requests but understand why customers contact you — find broken processes, improve service quality and optimise support work.
- Number of requests and tickets
- Contact reasons across chats, calls and service
- Load by day and hour
- Operators' first response speed
- Ticket resolution time
- Work of each specialist
- Recurring requests
- Team activity leaderboard
Automation
Automating support work
Instead of doing repetitive operations by hand, set up scenarios in the automation builder — no code and no run counter.
- Creating tasks after an event
- Notifying the team about new tickets
- Moving a deal to another stage
- Reminders for specialists
- Automatic messages to customers: SMS, email, messenger
- Updating fields and webhooks to other systems
Telephony and call control
Connect the telephony your company already uses. During an incoming call the operator sees the customer card and the history of previous requests.
BinotelRingostatZadarmaUniTalkCallsApp
- Right during the call — a ticket, task, deal, lead or order
- Call recordings are kept in the customer history
- A missed call creates a "Call back" task by itself
- An incoming call reaches all free operators, in turn
Who ModalCRM is for
If customers call, write in messengers and leave requests on the website, ModalCRM brings this work into one system.
Technical support teamsService and repair centresInternet providersField service companiesCustomer support departmentsContact centresCompanies with many inbound callsBusinesses handling requests from many channels
What it costs
₴900/mo
Communication
Chats, support tickets, pipeline, calls and more. A team of up to 3.
₴2,200/mo
Everything included
Everything in Communication, a customer portal for tickets, automations, warehouse and finance. A team of up to 10.
+₴200/mo
Each additional user
14 days of the full plan free, no bank card required.
Quarterly billing is 8% off, yearly 17% off. Rozetka, Prom and Nova Poshta integrations are not charged separately.
Frequently asked questions
How much does a CRM for technical support cost?
The Communication plan is ₴900 a month for a team of up to 3: chats, support tickets, pipeline, calls. Everything included is ₴2,200 a month for a team of up to 10. Each additional user is ₴200 a month. The first 14 days of the full plan are free, without a card.
Which channels can be connected?
Telegram (including personal Telegram Business), Viber, Instagram Direct and comments, Facebook Messenger, WhatsApp Business API, email, website chat, OLX, Rozetka, Prom.ua and telephony. All requests land in one window.
Which telephony does ModalCRM work with?
There are integrations with Binotel, Zadarma, UniTalk, Ringostat and CallsApp. During a call the operator sees the customer card and history and can create a ticket, task, deal or order; recordings are kept in the customer history, and a missed call creates a "Call back" task.
How does a request from a chat or call become a ticket?
With the Ticket button in the customer panel of a chat or in the call window: the subject, conversation and contacts are filled in, you just pick the priority. The customer instantly gets the ticket number and a tracking link. In the Telegram bot the customer can create a ticket with the /ticket command.
How does SLA work?
Each priority gets two deadlines — to the first response and to resolution. While a ticket waits for the customer, the deadlines move by the waiting time. The assignee is notified about a breach, and the manager sees an "SLA breached" counter and a list of tickets that need attention on the home page.
Try ModalCRM
Bring requests, calls, tickets and customer history into one system. 14 days of the full plan free, without a card.