Support Ticket System
Every request becomes a tracked ticket with an ID, owner, priority and full audit trail — from first contact to resolution.
Customer Support & Help Desk Platform
Deliver Exceptional Customer Support.
Yumilo helps businesses manage customer conversations, support tickets, knowledge bases, service requests, and customer communications from one secure platform.
Free for up to 3 agents
No credit card required
Set up in 10 minutes
Ticket #45892 solvedFirst reply in 42 seconds
12 live chatsShared inbox · Tier 1
SLA on track96% within target
0
Support Tickets Managed
0
Customer Satisfaction
0
Platform Uptime
Support teams at product companies run on Yumilo
Features
Everything your support team needs, in one workspace
Fourteen connected modules replace the spreadsheets, shared mailboxes and side chats that slow support teams down. Every conversation, customer and service request stays in a single searchable history.
Shared Inbox
Email, chat, web forms and portal requests arrive in one queue. Collision detection shows who is already typing a reply.
Customer Portal
A branded self-service space where customers submit requests, track ticket status and reopen past conversations.
Knowledge Base
Publish help articles with categories, versioning and review dates. Agents insert them into replies in two clicks.
Automation Rules
Route, tag, escalate and close tickets with if-this-then-that rules. No scripting required, full change history kept.
SLA Management
Define first-response and resolution targets per plan, priority or customer, with breach warnings before deadlines pass.
Analytics Dashboard
Track volume, response times, backlog, resolution rate and CSAT by team, channel, agent or time period.
Live Chat Integration
Drop a lightweight widget on your site or app. Chats become tickets automatically when a conversation goes unanswered.
Email Notifications
Transactional updates for created, assigned, updated and closed tickets — sent only to people involved in the request.
Customer Timeline
One chronological view of every ticket, reply, plan change and login for a customer, so nobody asks the same question twice.
Role Management
Granular roles for agents, team leads, admins and read-only observers, with per-team visibility of queues and reports.
Attachments
Screenshots, logs and documents up to 50 MB per file, virus-scanned on upload and served over expiring signed links.
Internal Notes
Private notes and @mentions that stay inside your team — never included in customer-facing replies or email threads.
Saved Replies
Reusable answers with merge fields for name, plan and ticket ID, so common questions get consistent, accurate responses.
Solutions
Built for the way each team handles requests
Yumilo ships with queue structures, SLA presets and article templates tuned to eight common support models. Start from a template, then adapt it to your workflow.
Customer Support
Handle product questions and complaints across email, chat and portal with one queue and one customer history.
- Priority & sentiment tagging
- CSAT survey after resolution
- Macros for repeat questions
IT Help Desk
Track incidents, hardware requests and access changes with approval steps and an asset field on every ticket.
- Incident & request queues
- Approval workflows
- Asset and device fields
Internal Service Desk
HR, finance and facilities requests from employees, kept private per department with confidential ticket types.
- Department-scoped visibility
- Onboarding checklists
- Confidential request mode
E-commerce Support
Order lookups, returns and delivery issues, with order ID and shipment status shown beside the conversation.
- Order context panel
- Return & refund workflows
- Peak-season overflow rules
SaaS Companies
Tie tickets to plans, seats and billing state so agents know account value and entitlements before replying.
- Plan-based SLA targets
- Churn-risk flagging
- Bug escalation to engineering
Education
Student, parent and faculty requests routed by campus and term, with quiet hours during exam periods.
- Term-based routing
- Campus & faculty queues
- Enrolment request forms
Healthcare
Appointment, billing and administrative requests with strict access controls and complete audit logging.
- Restricted field visibility
- Full access audit trail
- Configurable data retention
Professional Services
Client requests grouped by engagement, with time tracking on tickets and monthly service reports per client.
- Client & project grouping
- Billable time on tickets
- Monthly service reports
Product Tour
The agent workspace your team opens every morning
Queue health, response times and satisfaction on one screen. Switch sections in the sidebar to see how the workspace is organised.
Dashboard
Monday, 09:14 UTC · Support team overview
Shift: Asia/Jakarta
Ticket volume — last 7 days
1,412 totalRecent Activities
View all
AR
Adi Rahman replied to ticket #45892
2 minutes ago · Billing
SD
Siti Damayanti resolved #45871 after 3 replies
18 minutes ago · Technical
SYS
Automation rule Escalate aging tickets moved 4 tickets to Tier 2
41 minutes ago · Automation
MP
Maya Pratiwi published article Resetting your password
1 hour ago · Knowledge Base
DK
Dimas Kurnia assigned #45903 to the Payments queue
2 hours ago · Routing
Ticket View
Every detail of a conversation, in context
Conversation history, internal notes, attachments and customer details sit side by side, so an agent picking up a ticket never has to guess what happened before.
Ticket #45892
Open
High priority
SLA due in 1h 12m
Invoice charged twice for the September billing cycle · Channel: Email · Created 09:02 UTC
SL
Hi, our card was charged twice for the September invoice — INV-2026-0918 and INV-2026-0919 have the same amount and the same date. Could you check and refund the duplicate? I've attached both receipts.
invoice-2026-0918.pdf142 KB
bank-statement-screenshot.png318 KB
AR
Hi Sarah, thanks for the details and the receipts — that made this quick to verify. I can confirm INV-2026-0919 is a duplicate created by a retry on our payment gateway. I've submitted the refund, and it will appear on your statement within 3–5 business days. I'm keeping this ticket open until you confirm you've received it.
AR
@dimas the gateway retried the charge after a 504 at 03:11 UTC. Six accounts are affected in the same window — I've opened #45905 for engineering so we can add idempotency keys on retries. No customer action needed for the others; refunds are queued.
SL
That was fast, thank you. One more thing — can you make sure the finance contact on our account receives the refund receipt as well? Her address is finance@northbayretail.example.
Write a reply… Press ⌘↵ to send & resolve
Notification Center
Nobody misses the update that mattered
Yumilo raises an in-app notification for every meaningful event on a ticket or account. Each one links straight to the record it describes, and every agent controls which events also reach their inbox.
- Grouped by ticket so a busy thread stays one entry, not twenty
- Security events are always delivered and cannot be muted
- Quiet hours pause non-urgent alerts outside your working shift
Ticket Created
#45914 — “Cannot upload attachment over 20 MB” from Vantablue.
Agent Replied
Adi Rahman replied to #45892 — refund confirmed for INV-2026-0919.
Ticket Assigned
#45903 was assigned to you by Dimas Kurnia — Payments queue.
Priority Updated
#45888 raised from Normal to Urgent — SLA target now 1 hour.
Ticket Closed
#45871 was resolved by Siti Damayanti. A satisfaction survey was sent.
Password Changed
Your account password was updated. If this wasn't you, contact security immediately.
New Login
Sign-in from Chrome on macOS · Jakarta, Indonesia · IP 103.***.**.42
Invoice Generated
Invoice INV-2026-1042 for the Business plan is ready — $149.00, due 15 August.
Support Satisfaction Survey
Sarah Lestari rated ticket #45871 five stars: “Answered in minutes, problem gone.”
Transactional Email
Email that a person actually asked for
A transactional email is a message sent because a specific person did a specific thing — signing up, resetting a password, opening a ticket or receiving a reply. Yumilo generates these messages in response to authenticated actions and support workflows, delivers them over authenticated domains, and records the delivery result on the related ticket or account.
Messages the platform sends
Account Verification
Password Reset
Email Verification
Login Security Alerts
Ticket Created
Ticket Assigned
Ticket Updated
Ticket Closed
Agent Reply
Customer Reply
Invoice
Payment Receipt
Security Notifications
Satisfaction Survey
Our sending policy
Yumilo only sends transactional emails triggered by authenticated user actions or customer support workflows. The platform does not send unsolicited marketing or promotional email campaigns.
What a Yumilo email looks like
Yumilo Support <support@yumilo.web.id>
To: sarah.lestari@northbayretail.example · SPF pass · DKIM pass · DMARC pass
Your ticket #45892 has been updated
Hi Sarah,
Adi Rahman from the Billing team replied to your request about the duplicate charge on invoice INV-2026-0919. A refund of $149.00 has been submitted and should reach your statement within 3–5 business days.
View ticket #45892
You can also reply directly to this email — your response is added to the ticket automatically.
You received this message because you opened a support request with Northbay Retail through Yumilo. This is a transactional notification about your own ticket. Manage notification settings in your account · Yumilo, Jakarta, Indonesia
Authenticated domains
Every message is signed with DKIM and aligned under SPF and DMARC before it leaves our infrastructure.
Delivery logging
Sent, delivered, bounced and complaint events are written to the ticket record and the account audit log.
Security
Customer conversations deserve serious protection
Support inboxes hold order details, account data and private complaints. Yumilo treats that content as sensitive by default — in transit, at rest and in the audit record.
TLS Encryption
TLS 1.3 for all traffic, AES-256 encryption at rest, and HSTS enforced on every subdomain.
SPF
Sender Policy Framework records authorise only our verified sending infrastructure.
DKIM
Every outbound message is cryptographically signed so recipients can verify it is genuinely from us.
DMARC
A published DMARC policy with aggregate reporting blocks spoofing of the yumilo.web.id domain.
Password Hashing
Passwords are stored as salted Argon2id hashes. Plain-text credentials are never written to disk or logs.
Google Sign-In
Optional OAuth 2.0 sign-in so teams can keep identity, offboarding and MFA policy in Google Workspace.
Session Protection
Short-lived signed sessions, rotation on privilege change, and instant revocation from any device.
Audit Logs
Who viewed, edited, exported or deleted a record — retained and exportable for compliance reviews.
Login Alerts
New device or unusual location sign-ins trigger an immediate email to the account owner.
Device History
See every active session with browser, platform, location and last activity — and end any of them.
Knowledge Base
Answers customers can find without waiting
Around a third of incoming requests are questions already answered somewhere. A well-maintained knowledge base turns those into instant self-service — and gives agents a canonical answer to send.
Getting Started
14 articlesSet up your workspace, invite agents and receive your first ticket in under an hour.
Accounts
11 articlesProfiles, passwords, workspace membership and single sign-on configuration.
Billing
9 articlesPlans, seats, invoices, payment methods and how proration is calculated.
Support
18 articlesDay-to-day agent workflow: queues, macros, SLA timers and satisfaction surveys.
Security
12 articlesAccess control, audit logs, device management and incident reporting.
API
16 articlesREST endpoints, webhooks, rate limits and authentication for building on Yumilo.
Integrations
10 articlesConnect Yumilo to the tools your team already uses without custom development.
Blog
Field notes from support teams
Practical writing from the people who build Yumilo and the teams who use it every day — no growth-hacking, just how support work actually gets better.
Support Operations
Improving Customer Support Without Hiring More Agents
Four structural changes — queue design, macros, escalation paths and a maintained knowledge base — that cut workload before headcount becomes the answer.
RN Rani Nurhaliza · · 8 min read
Metrics
Reducing Response Times When Volume Keeps Growing
Why median first-response time beats average, how to find the queue that quietly eats your SLA, and what routing rules to write first.
DK Dimas Kurnia · · 6 min read
Writing
Writing Better Support Emails: A Practical Style Guide
Lead with the answer, name the next step, and drop the phrases that make customers feel processed rather than helped — with before-and-after examples.
MP Maya Pratiwi · · 5 min read
Culture
Customer Service Best Practices Teams Actually Keep
Nine habits that survive a busy Monday: ownership rules, escalation etiquette, tone standards and the weekly review that keeps them alive.
SD Siti Damayanti · · 9 min read
Security
Security Tips for Support Teams Handling Customer Data
Verification before disclosure, redaction habits, safe attachment handling and what to do in the first ten minutes of a suspected account compromise.
AR Adi Rahman · · 7 min read
42 more articles in the archive
Support operations, metrics, tooling and team leadership — published every other week.
Pricing
Simple per-agent pricing, no surprise add-ons
Every plan includes the ticket system, shared inbox, customer portal and knowledge base. You only move up a tier when you need deeper automation, reporting or governance.
Starter
For small teams answering their first support emails in one place.
$0/agent / month
Free for up to 3 agents, forever
- Up to 3 agents
- Shared inbox & ticket system
- 1 support email address
- 25 knowledge base articles
- 30-day ticket history
- Automation rules
- SLA management
Professional
For growing support teams that need automation and real reporting.
$29/agent / month
Billed monthly · Minimum 3 agents
- Unlimited agents
- Automation rules & routing
- SLA targets & breach alerts
- Live chat widget
- Unlimited articles & saved replies
- CSAT surveys & analytics
- 12-month ticket history
Business
For multi-team operations with custom workflows and integrations.
$59/agent / month
Billed monthly · Minimum 5 agents
- Everything in Professional
- Multiple teams & brands
- Custom fields & ticket forms
- REST API & webhooks
- Audit logs & role permissions
- Scheduled report exports
- Unlimited ticket history
Enterprise
For regulated organisations with procurement and compliance requirements.
Custom
Annual agreement · Volume pricing
- Everything in Business
- SAML single sign-on & SCIM
- Data residency options
- 99.99% uptime SLA
- Named onboarding manager
- Security review & DPA support
- Priority 24/7 response
All prices in USD, excluding local taxes. Cancel or change plan at any time — changes are prorated to the day. Questions about procurement? Email sales@yumilo.web.id
Customers
What support leaders say after a year on Yumilo
Teams of three and teams of ninety use the same platform. These are the outcomes they report after switching from shared mailboxes or legacy help desks.
“We ran support out of a shared mailbox for four years and told ourselves it was fine. Two weeks after moving to Yumilo our first-response time dropped from six hours to under twenty minutes, mostly because nothing sits unassigned anymore.”
“The internal notes feature quietly solved our biggest problem. Engineering context stays on the ticket instead of scattered across chat threads, so whoever picks it up next already knows what was tried.”
“Our compliance team approved Yumilo faster than any tool we've bought. Audit logs, device history and configurable retention answered most of the questionnaire before we filled it in.”
“During our December peak we handled 3.4× normal volume with the same eleven agents. The overflow routing rules and saved replies did the work we would otherwise have hired temps for.”
“Publishing thirty knowledge base articles cut our ticket volume by a fifth in one term. Students find the answer at 2 a.m. instead of emailing the registrar and waiting until Monday.”
“I finally have numbers I trust in the monthly review. Backlog, median response, resolution rate and CSAT per agent — all from the same source, no spreadsheet assembly on a Friday night.”
About Yumilo
We build the tool we wished we had on the front line
Yumilo started in 2021 with four people who had spent years answering tickets for other companies. We were tired of help desks that billed per feature and still made customers repeat themselves. So we built one that doesn't.
Mission
To give every support team — three agents or three hundred — a single, secure place to hold customer conversations, so that no request is lost, repeated or answered twice.
Vision
A world where contacting support is unremarkable — you ask once, in whatever channel you have open, and get a clear, accountable answer from someone who already has the context.
Core Values
Four commitments we hold ourselves to, and that customers are welcome to hold us to as well.
Clarity over cleverness
Plain language in the product, the docs and our own support replies.
Privacy is not a tier
Encryption, audit logs and retention controls ship on every plan, including free.
Ship the boring fix
Reliability and bug fixes come before new surface area.
We answer our own tickets
Every engineer takes support shifts. It shapes what we build next.
Platform Overview
How the platform fits together
Yumilo is a single multi-tenant application with four connected layers. Requests arrive through any channel, land in one queue, are enriched with customer history, and leave an audit record that reporting and compliance can both rely on.
1 · Capture
Email, live chat, customer portal, web forms and the REST API all create the same ticket object — no channel is a second-class citizen.
2 · Route
Automation rules assign owner, team, priority and SLA target within seconds, using customer plan, keywords and business hours.
3 · Resolve
Agents work in the shared inbox with full customer timeline, internal notes, saved replies and knowledge base articles at hand.
4 · Learn
Every resolution feeds analytics, CSAT and article gap reports, so next month's queue is smaller than this month's.
Activity Timeline
A complete, ordered record of what happened
Ticket activity, agent responses, customer replies, status changes and login history in one chronological stream — filterable per customer, per agent or per ticket.
Ticket #45892 · Northbay Retail
14 eventsTicket created
Sarah Lestari submitted “Invoice charged twice for the September billing cycle” via email with two attachments.
Automation applied
Rule billing-keywords set category Billing, priority High and a 4-hour resolution target.
Ticket assigned
Routed to Adi Rahman (Billing team, Tier 2) — lowest open load in the queue.
Agent response sent
First reply delivered in 5m 12s, within the 30-minute first-response SLA. Refund confirmed.
Internal note added
Adi Rahman mentioned @dimas about the gateway retry and linked engineering ticket #45905.
Customer reply received
Sarah asked to copy the finance contact on the refund receipt. SLA timer paused pending agent action.
Status updated
Status remains Open · Awaiting agent. Watchers notified: Dimas K., Rani N.
Account activity · Adi Rahman
Last 7 daysSuccessful login
Chrome 141 on macOS · Jakarta, Indonesia · IP 103.***.**.42 · Trusted device
Session ended
Signed out manually from the agent workspace. Session token revoked immediately.
Role changed
Promoted from Agent to Tier 2 Agent by Rani Nurhaliza. Now able to issue refunds up to $500.
New device login alert
First sign-in from Safari on iPadOS. A security email was sent and the device was confirmed.
Password changed
Password updated from account settings. All other sessions were signed out automatically.
Report exported
Downloaded “Billing queue — July response times” as CSV. Export recorded in the audit log.
Contact
Talk to a person, not a chatbot maze
Whether you're evaluating Yumilo, need help with your workspace, or want to report a vulnerability, there's a direct address for it below.
Support
support@yumilo.web.id
Product help, account issues and technical questions. Typical first reply under 2 hours during business hours.
Sales
sales@yumilo.web.id
Plan comparisons, volume pricing, procurement documents and live demos for your team.
Security
security@yumilo.web.id
Vulnerability reports and security questionnaires. We acknowledge every report within 24 hours.
Business Hours
Monday–Friday · 09:00–18:00 UTC
Enterprise customers with a 24/7 support agreement can reach the on-call team at any hour through the portal.
Yumilo HQ · Jakarta
Yumilo · Jakarta, Indonesia · Remote-first team across 6 time zones. Map shown is an illustrative placeholder — request exact directions from sales before visiting.
Help Center
Frequently asked questions
The seven questions our own support team answers most often. If yours isn't here, email support@yumilo.web.id and we'll add it.
Customers can create a ticket in four ways: emailing your connected support address, submitting the form in the customer portal, starting a live chat that goes unanswered, or through the REST API. Agents can also create a ticket manually from the workspace — useful when a request arrives by phone. Whichever route is used, the ticket gets an ID, an owner, a priority and a full activity record from the first second.
Select “Forgot password” on the login screen and enter your account email. We send a single-use reset link that expires after 30 minutes. Opening the link lets you set a new password, and every other active session is signed out automatically. You'll also receive a confirmation email — if you get one you didn't request, contact security@yumilo.web.id straight away.
Every notification email includes a secure link to the ticket in the customer portal, showing current status, assigned team, the full conversation and any attachments. Customers who create an account can see all their past and present tickets in one list, filter by status, and reopen a resolved ticket within 14 days instead of starting over.
The portal is your branded self-service space: submit a new request with the right form fields, track open tickets, read knowledge base articles, download invoices and manage which notifications they receive. You control the logo, colours, domain and which categories are publicly visible. Portals can be open to anyone or restricted to verified customers only.
You're billed per active agent seat. Adding a seat mid-cycle is prorated to the day; removing one credits the unused portion to your next invoice. Deactivated agents keep their ticket history but stop counting toward billing immediately. Switching from monthly to annual applies the 20% discount from the next cycle, and there is no charge for customer portal users — only agents.
Every invoice is emailed to your billing contact when it's generated and stored under Settings → Billing → Invoices, where you can download a PDF of any past invoice. You can add a second billing email, set your company name, tax ID and billing address, and those details appear on all future documents. Payment receipts are sent separately once a charge succeeds.
Every plan — including the free Starter tier — gets email support at support@yumilo.web.id, the full knowledge base and the status page. Professional and Business plans add live chat during business hours and guided migration from your current help desk. Enterprise agreements include 24/7 on-call response, a named onboarding manager and quarterly service reviews.
Still stuck? Our team answers in under two hours on business days.