# 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.

**In short.** Krokul is a B2B CRM with a support workflow: tickets are created from email, Telegram, a website form or manually, and get a priority, an owner, a first-response deadline and a resolution deadline per SLA; overdue tickets are visible in the list and on the client company record next to subscription, debt and project; hours spent on a ticket are logged to the client’s support project.

**Who it’s for:** IT companies with support packages; SaaS and subscription businesses; distributors with warranty and service support.

**Plan:** Available from the Margin plan, $399 per month, 5,000 transactions included

## What it looks like without Krokul

1. Client tickets live in engineers’ inboxes. Who replied, when, and whether it was resolved — nobody knows until the client writes to the CEO.
2. 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.
3. The SLA is written into the contract but never measured. Breaches surface when the client demands compensation.

## What Krokul does

### 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.

### 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

1. **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.
2. **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.
3. **The engineer works and logs hours** Reply to the client from the ticket, internal comments, a timer. Hours go to the support project.
4. **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.

## Next in the chain

- [Sales commissions calculated from the same payments](https://krokul.com/en/solutions/commissions/index.md)
- [Stock, reservations and receipts — so you never sell what you don’t have](https://krokul.com/en/solutions/stock/index.md)
- [Won the deal? Turn it into a project and track hours against what’s paid](https://krokul.com/en/solutions/projects/index.md)
- [MRR built from movements, not from a sum of deals](https://krokul.com/en/solutions/mrr/index.md)

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App: https://app.krokul.com/ · API: https://app.krokul.com/api/v1/docs