Tickets with deadlines
Every ticket has a priority, an owner, a first-response deadline and a resolution deadline under the client’s SLA. Overdue tickets are highlighted in the list; those close to the limit get a warning.
Manage margin
Tickets with SLA, right next to the client’s subscription
A ticket has first-response and resolution deadlines and sits next to the client’s subscription, debt and project. Renewals see the complaints before the client cancels.
Available from the Margin plan, $399 per month, 5,000 transactions included
Requests
Columns 6 of 8Accept the request| № | Subject | Counterparty | Priority | Status | Deadline ↑ | |
|---|---|---|---|---|---|---|
| 3 | Bank sync error (import hangs) | Tekhnoservis LLC | Urgent | New | 10.09.2026, 13:51 | |
| 1 | The project report is not generated after the update | Tekhnoservis LLC | High | In progress | 11.09.2026, 03:51 | |
| 5 | Payment from the 09/24 statement is not posted | Tekhnoservis LLC | High | In progress | 26.09.2026, 17:00 | |
| 4 | Set up the act print form for the new letterhead | Tekhnoservis LLC | Normal | New | 28.09.2026, 16:15 |
What it looks like without Krokul
Client tickets live in engineers’ inboxes. Who replied, when, and whether it was resolved — nobody knows until the client writes to the CEO.
Support is in one tool, sales in another. A client with three open complaints gets a “renew your subscription at a discount” email — and replies with a cancellation.
The SLA is written into the contract but never measured. Breaches surface when the client demands compensation.
What Krokul does
On the client record, next to the money
Tickets are visible on the client company record alongside subscription, debt, project and deals. The renewals manager sees complaints before the renewal conversation.
Channels: email, Telegram, form
An email to the support address, a Telegram message or a website form becomes a ticket, matched to a client company by address or phone. Replies go out through the same channel.
Hours logged to the support project
Work on a ticket is tracked with a timer against the client’s support project: you see how many paid hours complaints have eaten up, and when it’s time to invoice overage beyond the package.
How it works
Set an SLA for the client
On the client company record or in the support contract: first-response and resolution deadlines by priority. Tickets take their deadlines from here.
A ticket comes in and gets an owner
From a channel or created manually; the owner is assigned by rule or picked by hand. The SLA clock starts.
Tekhnoservis LLC requests with a reply deadline: two overdue, one at the limit, one on time. Requests
Columns 6 of 8Accept the request№ Subject Counterparty Priority Status Deadline ↑ 3 Bank sync error (import hangs) Tekhnoservis LLC Urgent New 10.09.2026, 13:51 1 The project report is not generated after the update Tekhnoservis LLC High In progress 11.09.2026, 03:51 5 Payment from the 09/24 statement is not posted Tekhnoservis LLC High In progress 26.09.2026, 17:00 4 Set up the act print form for the new letterhead Tekhnoservis LLC Normal New 28.09.2026, 16:15 The engineer works and logs hours
Reply to the client from the ticket, internal comments, a timer. Hours go to the support project.
The manager sees breaches and workload
The list by deadline, owner and client; SLA breaches as a separate filter and on the dashboard.
Result
- No ticket gets lost in someone’s inbox — each has an owner and a deadline.
- Renewals are discussed with complaints in view, not after a cancellation.
- Support hours are visible against paid hours — overage gets invoiced on time.
What’s not included
Krokul is not a help desk with a customer knowledge base, a website chat widget or a ticket self-service portal. Phone tickets are created from a telephony integration or manually; there is no call recording.
Questions
Where does the SLA come from?
From the client company record or the support contract: first-response and resolution deadlines by priority. Tickets without a client use the company’s default SLA.
Can clients see their tickets?
Yes, in the client portal, with status and replies; new tickets can be created from there too.
Can I set up recurring support tasks?
Yes: scheduled work (monthly checks, updates) is created as tasks on a schedule within the support project.
How is this different from a standalone ticketing system?
A standalone ticketing tool doesn’t know how much the client pays, whether there’s a debt, or when the subscription ends. In Krokul the ticket sits next to the client’s money, so renewals and compensation are decided with the full picture.
How much does it cost?
Tickets with SLA and hours on the support project unlock on the Margin plan — $399 per month. Tickets don’t count as transactions.
Set up a support address — and tickets land on client records
Connect a mailbox or Telegram, set an SLA for two clients — and you’ll see breaches before a client writes to the CEO.
Unlocks on the Margin plan together with cost and completion certificates.