A ticketed support desk for hosting providers.
Domain transfers, DNS changes, billing questions and abuse reports do not belong in a shared inbox where they get missed. Solves turns your support addresses into owned tickets with states, priorities and SLA timers, runs your main brand and reseller brands from one queue, and keeps every reply going out as the right brand.
A paid Starter to test with, or join the early-adopter pilot for setup help.
The short answer
Owned tickets for the support a hosting business actually gets
A hosting provider lives in its inbox. Solves takes the email your customers already send and turns it into owned tickets, so a DNS change, an invoice query or an abuse report each gets an assignee, a state, a priority and an SLA timer instead of sitting unread in a shared mailbox.
The work is varied and time-sensitive. Domain questions and transfers, DNS and propagation issues, hosting and uptime queries, billing and renewals, and abuse or copyright reports all arrive at the same few addresses. Solves keeps them as tickets you can tag, prioritise and track, so the urgent ones surface and the routine ones do not get lost behind them.
Because hosting is often sold under more than one badge, Solves treats brands as a first-class job. Your main brand and each reseller brand keep their own support address, sender name and signature, while your team works everything from one unified queue. Replies always go out as the brand the customer wrote to, which matters when a reseller is fronting a white-label service.
What you get
Built for a hosting support queue
The parts of a hosting helpdesk that are shipped today, kept honest about what is email-first.
One queue, every brand
Every open ticket across your main brand and reseller brands in one list, with a brand badge on each row and saved views for New, Unassigned, Waiting, Snoozed and Breaching SLA.
Tag by request type
Tag tickets as domains, DNS, hosting, billing or abuse, then filter the queue by tag, mailbox, assignee, state or priority so the right person picks up the right work.
Per-brand mailboxes
Each brand has its own support address, from-name and signature, with sending locked to that mailbox, so a reseller brand never replies under your main brand.
SLA timers
First-response and resolution timers with per-brand or organisation targets feed a Breaching SLA view, so nothing slides past its deadline unseen.
Notes, not channel sprawl
Public replies and private notes are hard-separated, so a teammate can flag an abuse case or a billing edge for a colleague without any risk of it reaching the customer.
Reports that show the backlog
Open backlog, ageing, waiting, first response, resolution and created-versus-resolved, filterable by brand, so you can see where a reseller brand is falling behind.
How it works
Forward your support addresses, verify, work one queue
Create each brand
Add your main brand and a brand for each reseller identity, each with its own name, colour, from-name and signature. They share the workspace but stay separate to the customer.
Forward and verify mailboxes
Keep your existing email provider and forward support@, abuse@ and accounts@ in. Run the plain-English DNS checks; live sending for a brand stays blocked until its checks pass or a founder override is recorded.
Triage and reply in one place
Tickets arrive tagged to their brand. Assign, set a priority, tag the request type, and reply with the correct identity. First-response and resolution SLA timers start from the moment a ticket lands.
In practice
What a hosting support desk looks like day to day
Picture a small hosting business that sells under its own name and supports two reseller brands, each fronting the same platform to a different audience. Without a multi-brand desk that is three inboxes, three logins and a steady risk of replying to a reseller customer with the wrong signature. With Solves it is one queue: a domain transfer for the main brand, a DNS query for one reseller and a renewal question for another all sit together, each badged to its brand and answerable with the correct identity.
Domains, DNS, billing and abuse, each handled as a ticket
Hosting support is a mix of the routine and the urgent. Domain registration and transfer questions, DNS records and propagation, hosting and account access, billing and renewals all come in alongside abuse and copyright reports that need a fast, careful response. Tagging each ticket by type, setting a priority, and leaning on the Breaching SLA view keeps the queue readable when several of these are live at once. There is no automated routing engine deciding for you; you keep control of how work is triaged.
Reseller brands without a per-seat penalty
White-label reselling is normal in hosting, and most helpdesks make it expensive by charging per agent, so the colleague who picks up overflow on a busy morning costs a full seat. Solves uses GBP team bands, so you size the plan to the team and let helpers help without a per-seat penalty. The number of brands you run scales with your band, so the main brand and its reseller brands live in one place rather than one helpdesk each.
Response times you can stand behind, kept honest
Hosting customers expect quick answers, and some expect them at any hour. Solves is email-first, so it does not run phone lines or live chat shifts and does not pretend to. What it gives a small team is a queue that never loses a message, first-response and resolution SLA timers, and a clear view of what is breaching, so you can offer dependable response times without claiming to staff a contact centre overnight.
Migration is guided, not one-click yet
Moving off a shared inbox by forwarding your support addresses in is shipped and works today. A full import from another helpdesk is coming. For now we help you set up brands and mailboxes by hand and move your saved replies across as part of the early-adopter pilot, rather than running an unattended transfer.
FAQ
Hosting support desk questions
What is a support desk for hosting providers?
It is a ticketing helpdesk built around the email your customers already send to addresses like support@, abuse@ and accounts@. Solves turns those shared inboxes into owned tickets with an assignee, a state, a priority and an SLA timer, so domain, DNS, billing and abuse queries stop slipping through the cracks. It is email-first, so there is no live chat, phone line or social inbox to staff.
Can I run a main brand and reseller brands from one desk?
Yes. Each brand keeps its own support address, sender name, signature and saved replies, while your team works every brand from one unified queue with a brand badge on each ticket. The reply composer is locked to the ticket's brand and mailbox, so a reply for a reseller brand cannot go out looking like your main brand by accident.
How do SLAs work for a hosting helpdesk?
Solves runs first-response and resolution SLA timers with per-brand or organisation targets, and gives you a Breaching SLA queue view so the tickets closest to a breach surface first. You can prioritise an abuse report or an outage query without scrolling a busy queue. There is no automated routing engine; you choose how to triage.
Do I have to change my email provider or move my domain?
No. Solves is forwarding-first. You keep your existing email provider and simply forward your support addresses in, then verify each sending mailbox with plain-English DNS steps before live replies are allowed. Live sending for a brand stays blocked until its checks pass, or a recorded founder override is in place, which keeps deliverability honest per brand.
Can Solves import my tickets from another helpdesk?
A guided migration is coming, not a one-click transfer you can run unattended today. For the early-adopter pilot we help you set up your brands and mailboxes by hand and move your saved replies across, so you start clean. Treat any move as a guided, hands-on step at this stage rather than an automated importer.
Is this an omnichannel or contact-centre platform?
No, and that is deliberate. Solves handles support email: tickets, ownership, private notes, SLAs and multi-brand. It does not do live chat, phone, WhatsApp or social inboxes. That focus is what lets a small hosting team run a main brand and several reseller brands without drowning in channels.
Bring every hosting brand into one queue
Test it on the paid Starter, or book a setup call and let us help you connect your brands and mailboxes.