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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.

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Support agents answering customer conversations in Yumilo Illustration of two support agents at a shared inbox with incoming customer messages, a ticket queue and a satisfaction rating. AR HIGH DK SOLVED MP OPEN SL Customer satisfaction 98%
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.

Support Ticket System

Every request becomes a tracked ticket with an ID, owner, priority and full audit trail — from first contact to resolution.

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