Client Support Template for Agencies
A support queue for agencies and service businesses handling requests from ongoing client accounts.
Free for 6 months · No credit card · Live in about 5 minutes
Agency support is a different shape from product support. The requests come from a relatively small set of clients you have an ongoing commercial relationship with, and the awkward ones are as likely to be about scope or an invoice as about something broken.
This template keeps the status flow deliberately short, because agency work usually doesn't need many stages, and puts the categories where agency requests actually cluster: billing, bugs, how-to questions, and feature requests that may turn into billable work.
Who it’s for
Web, design, marketing and IT services agencies, and service businesses supporting a book of retained clients.
What it fixes
- Client requests arrive to individual people rather than a shared address, so cover breaks when someone's away
- No record of what was asked and when, which matters when scope is disputed
- Billing questions get mixed in with delivery work
- Hard to show a client what you actually handled over a month
What you get, preconfigured
Pick this template at signup and the workspace arrives set up like this. Everything below can be renamed or removed afterwards.
The 3-stage workflow
Deliberately three stages. Open is anything live, Pending is waiting on the client, and Resolved is done. Agency queues rarely benefit from more granularity than that. The useful distinction is almost always whether you're blocked on them or they're waiting on you.
5 ticket categories
3 saved replies
- “Acknowledge receipt”
- “Need more detail”
- “Resolved, closing out”
Each one is a full draft you edit, not a title. Placeholders fill in the requester’s name automatically.
Example tickets included
Seeded so the inbox isn’t an empty list on day one. Delete them whenever you like.
- Invoice for March looks doubledBillingUrgent
- How do I add a second team member?How-to
- Thanks for the quick fix!Bug
Setting it up
- 1Create a workspace. No credit card, no sales call.
- 2Pick the Client Support template. Statuses, categories, saved replies and example tickets are applied immediately.
- 3Connect the mailbox those requests already arrive at, by OAuth for Outlook, Gmail or Zoho, or by email and password for any other provider.
- 4Invite your team. Pricing is flat per workspace, so adding people costs nothing extra.
You can add another template later: a workspace can run several departments side by side under the same flat price.
Questions
Can clients see each other's tickets?+
No. Requesters only ever see their own conversation, by email or through the help portal. The full queue is visible to your team only.
Can we use our own domain for replies?+
Yes. Connect your existing support mailbox over OAuth or IMAP and replies go out from your own address, so clients see your agency rather than PileDesk.
Is there a per-client view?+
You can filter and save views by tag, requester or status, so a per-client view is a saved view rather than a separate feature. For agencies with a small number of retained clients that's usually enough; if you need per-account reporting and contract tracking, an account-management tool will fit better.
Read next
Start with the Client Support template
Free for six months, whole team included. Set up yourself in about five minutes.