A UK-first support ticket system for small teams.
When a shared support inbox starts dropping messages, you do not need an enterprise contact centre. You need owned tickets, clear ownership, private notes kept apart from customer replies, and first-response and resolution SLA timers with a breaching view. Solves is a support ticket system built for small UK teams, priced in pounds and email-first by design.
The short answer
What a support ticket system does, and who Solves is for
A support ticket system turns email arriving at addresses like support@, info@ or accounts@ into owned tickets, each with a single owner, a clear state, a priority and a full history. Solves does that one job well for small UK teams, and deliberately does not try to be an everything platform.
The trigger is almost always the same. A shared inbox works while two people watch it, then it does not: replies collide, messages slip through, and nobody can say who is dealing with what. A ticket system fixes that by making ownership explicit. In Solves an email becomes a ticket with a state of New, Open, Waiting for Customer, Snoozed, Resolved or Closed, a priority, tags, and a history that survives staff changes.
Who it is for
Solves is for small teams that run on support email and have outgrown a shared inbox: independent shops, service businesses, agencies and charities. It suits a team of two to roughly twenty-five people who want order and accountability without an enterprise rollout. If you need live chat, phone, social inboxes or a contact-centre platform, Solves is not the tool, and we would rather tell you that now.
First-response and resolution SLA timers
Response and resolution targets only mean something if you can see when they are at risk. Solves runs first-response and resolution SLA timers with per-brand or organisation targets set in minutes, a breaching view surfaces what is overdue, and ageing shows what has been sitting too long.
Priced in pounds, ex VAT
Pricing is in GBP, ex VAT, with VAT-visible invoices, so a UK buyer is not converting dollars or guessing at tax. The model is team bands rather than per agent, which means an occasional helper who picks up overflow on a busy Monday does not cost a full seat. Annual billing is priced as twelve months for ten.
What you get
Everything a small support team needs, nothing it does not
Owned tickets and assignment
Every email becomes a ticket with one owner, so two people never answer the same message and nothing slips through unattended.
See the product tourClear states and priority
New, Open, Waiting for Customer, Snoozed, Resolved and Closed, plus priority and tags, so the queue tells you the truth at a glance.
Public replies, private notes
Internal notes are kept hard-separate from customer replies, with a stale-reply guard and a wrong-brand send guard so the right words reach the right person.
How the separation worksSaved replies
Reusable answers scoped to a brand or shared organisation-wide, so common questions get a consistent, on-brand reply in seconds.
SLA timers
First-response and resolution targets with per-brand or organisation settings, a breaching view that surfaces overdue tickets, and ageing.
Reports and audit history
Open backlog, ageing, waiting, first response, resolution and created-vs-resolved, with brand filters, plus a metadata audit trail of who did what.
See the product tourHow it works
From shared inbox to owned tickets in three steps
Connect your support mailbox
Add your support address and follow the guided, forwarding-first mailbox setup with copyable DNS. Live sending stays blocked until the mailbox is verified or a founder override is recorded, so replies do not bounce.
Bring your history across
If you are moving from Freshdesk, the guided import brings contacts, saved replies, open tickets and conversations into a brand you choose, with a preview before anything is committed and encrypted credentials throughout.
Work the queue with confidence
Own and assign tickets, set state and priority, reply in public or note privately, lean on saved replies, and let SLA timers and reports keep targets and backlog honest.
Why UK-first matters
Built for how UK teams actually work
Most help-desk tools are built for a global, dollar-priced, omnichannel buyer, and a small UK team ends up paying for channels it will never staff and converting prices it cannot plan around. Solves starts from the opposite end: a UK team, on support email, that wants tickets, notes, SLAs and reports done properly.
Targets you can see and act on
Response and resolution targets only help if you can see what is at risk in time to act. Solves runs first-response and resolution SLA timers with per-brand or organisation targets, surfaces overdue tickets in a breaching view, and shows ageing, so the work that is slipping is in front of you rather than buried in the queue.
Multi-brand, because many small teams run more than one
Plenty of small UK teams answer for more than one identity: a shop and a services arm, an agency and its client sites, a charity with a fundraising brand. Solves runs several brands in one queue with per-brand mailboxes, brand-locked sending, brand badges and filters, and contact history grouped by brand, so you do not juggle a separate login per brand.
Honest about what it is not
Solves is email-first. It does not do live chat, phone, WhatsApp or social inboxes, and it is not a contact-centre suite. A customer portal, a knowledge base, CSAT and a developer API are on the roadmap and described as coming, never sold as live. That restraint is the point: a small team can run a tidy, accountable support operation without drowning in channels it cannot cover.
Honest comparison
Solves vs a typical global help desk
Where a focused UK-first ticket system helps a small team, and where a broader platform is the better fit.
| Solves | Typical global help desk | |
|---|---|---|
| Pricing currency | GBP, ex VAT, VAT-visible invoices | Usually USD, converted at checkout |
| How you pay for helpers | GBP team bands, no per-seat penalty | Usually per agent, per month |
| SLA timers | First-response and resolution, breaching view | Often a flat or configured 24/7 clock |
| Channels | Email-first, by design | Often chat, phone and social as add-ons |
| Fit for a small UK team | Built for two to roughly twenty-five people | Built to scale to large contact centres |
Competitor facts last verified 13 June 2026. Re-check the vendor's current plans before deciding.
Solves does not claim feature parity with a full omnichannel platform. If you need live chat, phone or social channels, or you are a large team, a broader platform is the better fit.
Email-first, on purpose
Solves handles support email: tickets, ownership, notes, SLAs, multi-brand and reports. It does not do live chat, phone or social inboxes. That focus is why a small UK team can run an accountable desk without an enterprise rollout.
FAQ
Support ticket system questions
Is there a free support ticket system in the UK?
Not from Solves. Solves starts with Starter at GBP 29, which runs one brand, one mailbox and up to 3 users with 1,000 tickets a month, so a small UK team can start a real owned-ticket workflow at £29. Be clear with yourself about what it is: the Starter band is paid, so it is for small teams, not a forever-free production desk. When you outgrow it you move to a GBP team band priced in pounds, ex VAT, with annual billing priced as twelve months for ten.
What is the best support ticket system in the UK for a small team?
There is no single best system for everyone, so the honest answer is to match the tool to the job. If you mainly answer support email and you have outgrown a shared inbox, Solves is built for exactly that: owned tickets, ownership and assignment, private notes kept hard-separate from public replies, saved replies, first-response and resolution SLA timers with a breaching view, and multi-brand in one queue, priced in GBP per team band rather than per agent. If you need live chat, phone lines, a customer portal or a knowledge base today, a broader omnichannel platform will fit better, and we say so plainly.
How do the SLA timers work?
Solves runs first-response and resolution SLA timers with per-brand or organisation targets set in minutes. A breaching view surfaces the tickets that are overdue, and ageing shows what has been sitting too long, so you can act before a target is missed.
How is a support ticket system different from a shared inbox?
A shared inbox shows the same pile of email to everyone, so two people reply to the same message, others get missed, and nobody knows who owns what. A support ticket system turns each email into an owned ticket with a single owner, a clear state, a priority and a history. In Solves you also get private notes that customers never see, saved replies, SLA timers and reports, which a raw inbox cannot give you.
Can I move my existing tickets and saved replies into Solves?
Yes. The guided Freshdesk import brings in contacts, saved replies, open tickets and their conversations into a brand you choose, with a preview before anything is committed and encrypted credentials throughout. Private notes from the import stay private. Imports from other tools such as Zendesk are coming but are not live yet, so if you are on another platform tell us and we will advise.
Is my customer data kept secure?
Customer support content is encrypted at rest with XChaCha20-Poly1305 and per-organisation keys, so message bodies, subjects and contact details are not stored as readable text. Access is restricted to authorised people in your organisation, and our logs hold metadata only, never message bodies, email addresses or payloads. Solves is designed for UK SMEs and targets WCAG 2.2 AA accessibility.
Turn your support inbox into owned tickets
Start at £29 on the Starter band, or join early access to get setup help and saved-reply migration.