Every client request, answered on time and on the record

Help desk software captures client requests as tickets on a shared queue, tracks each one through to resolution, and keeps the full conversation and history on the record. The point is that support stops depending on individual inboxes and memory: anyone on the team can see what was promised, what was done, and what is still open.

You connect an Outlook (Microsoft) mailbox to a board with a normal sign-in, and mail sent to that address becomes a ticket. A Google Workspace, Gmail or other support address sends as the board but is never read, so you forward a copy of its mail to the board's own forwarding address instead. Either way, later replies attach to the same ticket because AspirePro follows the mail provider's message headers rather than guessing from the subject line. Replies go out as the board, so the client keeps one tidy thread.

Yes — that is what boards are. Each board has its own statuses, priorities, types, tags, sources, mailbox, rules, survey and access list. Most teams run one per service line, and the ticket list can show one board or every board at once.

Merge them. The duplicate moves to a Merged status — closed quietly, with no closing email or survey — and links into the ticket you keep. Its messages appear in the surviving ticket's conversation, marked with where they came from; a client replying to the old thread lands on the right ticket automatically; time and files stay on their original records. Merges can be undone, and any message can be split out into its own ticket.

Yes. Each board carries response and resolution targets and picks the clock they run on: around the clock, your business hours (with holidays), or a custom schedule. Statuses such as "Waiting on customer" pause the clock. The queue flags tickets approaching a target as well as ones that have missed it, and rules can act when a target is missed — including emailing a standing list of people on every miss.

Yes, through the client portal. It is a separate login tied to a contact, and every ability — seeing tickets, creating them, replying, changing status — is switched on individually, and only for the boards and companies you allow.

Time logged on a ticket flows onto the person's weekly timesheet. Billable time becomes work in progress — once a manager approves it, if the client is set to approved time only — and is pulled onto an invoice under the client's agreement, so support hours reach the invoice without anyone re-typing them.

Yes. Moving a ticket into a status you have flagged as the moment to ask sends the contact a one-question survey. Ratings are recorded against the board, company and agent, and are available as metrics on dashboards and scheduled reports.