A helpdesk that keeps every client straight.

A web agency is really running support for several businesses at once. Each client has its own customers, its own tone and its own support address, and they all expect replies that look like they came from them, not from your agency. A shared inbox cannot do that cleanly. A helpdesk built for multi-brand can.

Solves treats each client as a brand. A brand owns its support address, its from-name and its signature, and its tickets, contacts and saved replies all carry that brand. Your team works one unified queue where a Harbour edit request, a Kiln hosting question and an invoice query sit side by side, each badged to its client, each answerable in seconds with the correct identity. You can filter to one client, group by client, or work the whole queue.

The mistake every agency dreads is sending a reply for one client under another client's name. Solves removes that risk at the source. The reply composer is locked to the ticket's brand and mailbox, and the outbound address is taken from that mailbox rather than from anything the browser sends. Switching the outbound brand on a ticket is an explicit, audited admin action, so the wrong-brand send simply cannot happen by accident.

Picture a five-person agency that maintains a dozen client sites. On a normal Monday the inbox holds a content edit for one client, a "my email has stopped working" panic for another, a domain renewal question, two invoice chasers and a launch-day bug on a site going live that afternoon. In a shared inbox, those get half-read, double-answered or quietly forgotten. In Solves they become owned tickets, each assigned to a person, each badged to the right client, each with a state you can trust.

The requests agencies actually field

Agency support is broad by nature. It spans website edits and small change requests, hosting and uptime questions, domain and DNS queries, email deliverability problems, plugin and update issues, and the steady stream of billing and invoice questions. Solves does not pretend each of these is a different product. They are all email, so they all become tickets you can own, prioritise, tag and time, with the right client identity on every reply.

States that match how agency work really flows

Agency tickets rarely close in one reply. A change request waits on client sign-off; a hosting issue waits on a provider; an edit waits on copy that has not arrived. Solves gives you New, Open, Waiting for Customer, Snoozed, Resolved and Closed, so a ticket parked on a client decision is visibly waiting rather than silently rotting.

Response times you can stand behind

Clients judge an agency on how fast support replies, not on the tooling behind it. Solves gives you first-response and resolution SLA timers with per-brand targets, an ageing view so nothing slips, and a breaching view so you can see what needs attention first. You can promise a first-response time per client and actually keep it, because the queue never loses a message and the report shows you where you stand.

Helpers and contractors without a per-seat penalty

The usual blocker for an agency is pricing. Most helpdesks charge per agent, so the contractor who covers a launch week or the developer who needs to comment on two tickets a month costs a full seat each. Solves uses GBP team bands, so you size the plan to your team and let helpers help. Light collaborators are notes-only by design, which means a developer can add technical context to a client ticket without ever being able to send a reply in the client's name.