Straight answers about Solves.

Solves turns shared support inboxes such as support@, info@ and accounts@ into owned tickets, with assignment, replies, private notes, SLA timers and customer history across every brand, in one workspace. It is a UK-first, email-first helpdesk for small teams who currently answer support from a shared mailbox and keep losing track of who is dealing with what.

Solves is email-first by design, so it is not a live chat tool, a phone or voice system, a WhatsApp or social inbox, or an omnichannel contact-centre suite. It also does not yet include an automations or routing-rules engine, customer-satisfaction surveys, a customer portal, a knowledge base, custom fields or forms, AI draft and summary features, or a public developer API. If you need those today, a broader platform will suit you better. If you mainly need email support that stops falling through the cracks, that is exactly what Solves does.

It means email is the channel Solves is built around, not one of a dozen surfaces bolted together. Mail sent to your support addresses becomes a ticket, replies thread back to the customer from the right brand, and your team works one queue with clear ownership, SLA timers and notes. We would rather do email properly for a small team than do ten channels shallowly.

All customer support content, including message bodies, subjects, contact names, email addresses and saved replies, is encrypted at rest before it reaches the database, using XChaCha20-Poly1305 with a separate key per organisation. Access is limited to authorised people in your workspace, and our own logs are metadata-only: we record timings, error codes and route families so we can spot problems, but never message bodies, email addresses, secrets or raw payloads.

We are honest about pilot stage: Solves is built for UK small businesses with encryption at rest, authorised access only and metadata-only logs, and we are preparing our full legal and data-protection documents before a public paid launch. We are not claiming a formal compliance certification or audited accreditation yet, and we will not pretend to one. If you have specific data-protection questions for your own assessment, get in touch and we will answer plainly about how we handle data.

Guided import is coming, not a one-click transfer you can run unattended today. During the pilot we help early customers move across by hand where it makes sense, including migrating saved replies, and a guided importer is in active development. We would rather tell you that straight than advertise a button that does not yet do what it claims. The good news is you do not need an import to start: most teams begin by pointing their support address at Solves and working new mail from day one.

Through forwarding-first mailbox setup, which is shipped and works today. You connect each support address, follow the plain-English DNS steps we generate, and forward incoming mail into Solves so new tickets start arriving straight away. Live sending for a mailbox stays gated until its checks pass, so replies only go out once the brand is set up correctly. You can keep your old inbox running in parallel while you settle in, then switch over fully when you are ready.

Deliverability is treated as a first-class setup step. Email is sent through Postmark, and each mailbox is verified separately with copyable DNS records before live sending is allowed, so your sender identity is correct per brand. We do not promise guaranteed delivery, because no honest provider can control every receiving mail server, but the forwarding-first, verify-before-send approach is designed to give your replies the best chance of landing where customers expect them.

Yes. Solves is sold on monthly GBP team bands with no long lock-in, and live Stripe checkout is coming. You can stop a paid plan when it suits you, and the Starter band carries no long lock-in. We want you to stay because the product earns it, not because leaving is painful.

Your data stays yours. A self-service CSV export is on the roadmap rather than shipped today, so during the pilot, if you decide to leave, contact us and we will help you get your data out. We will be straight about what is automated and what is hands-on. We are not interested in trapping customers by making exit hard, and we will not claim an export feature is live before it is.

Starter is GBP 29 a month, ex VAT, and includes 3 users, 1 brand, 1 mailbox and up to 1,000 tickets a month. It is paid from the start, so there is no zero-price tier to unwind later. When you outgrow it, you move to a larger GBP team band.

Paid plans are flat GBP team bands, ex VAT, not per-agent seats: Starter at GBP 29, Team at GBP 79, Growth at GBP 149 and Agency or MSP at GBP 299 a month. Paying annually gives you twelve months for the price of ten. The first 20 early-adopter pilot customers get Team at GBP 49 a month for the first 6 months, then GBP 79, with setup help and saved-reply migration in exchange for feedback or a testimonial. Team bands mean an occasional helper who picks up overflow does not cost you a whole extra seat.

Because per-agent pricing punishes small teams for being flexible. The colleague who helps clear the queue on a busy Monday should not cost a full monthly seat. With GBP team bands you size the plan to your team and let people help when needed, which suits the way real small businesses share support work.

Yes, multi-brand is core, not a top-tier add-on. You can run several customer-facing brands from one login and one unified queue, each with its own mailbox, sender name, signature and brand-scoped saved replies. Tickets are badged and filterable by brand, contact history is grouped by brand, and the reply composer is locked to the ticket's brand and mailbox so a reply for one brand cannot quietly go out as another.

Solves is at pilot stage, and we will not call it production ready, because that phrase implies guarantees we are not yet making. The core is genuinely working and used: owned email tickets, assignment, ticket states, priorities, tags, saved replies, public replies and private notes, saved queue views, first-response and resolution SLA timers with a breaching view that surfaces overdue tickets, reports, multi-brand, guided mailbox setup, encryption at rest and GBP team-band pricing and plan limits all ship today. Other features are clearly marked as coming. The honest summary is that Solves is a capable, focused product in active pilot, not a finished enterprise suite, and we would rather earn your trust by saying so.

We limit our security claims to what is true: customer content is encrypted at rest with a separate key per organisation, access is restricted to authorised people, our logs are metadata-only, the product is designed for UK small businesses, and we target WCAG 2.2 AA accessibility. We do not claim zero-knowledge architecture, enterprise-grade compliance, guaranteed delivery or formal certifications, because we do not have them. Named sub-processors today are Postmark for email delivery and Stripe for billing, alongside a UK or EU cloud hosting provider.

Coming features include a guided importer for moving from other helpdesks, CSV export, and more besides, with each added only when it genuinely works rather than as a checkbox. We deliberately list what is shipped versus what is coming so you can decide based on what Solves does today, not on promises. If a capability you need is not yet here, ask us and we will tell you honestly where it sits.