Support requests that don't live in one inbox
Track client requests in one shared list, reply by email from the request, and turn the work into tasks your team can time.
Who's dealing with this one?
Client support usually arrives in whoever’s inbox the client remembers. Nobody else can see it, so it gets answered twice or not at all.
And when someone asks how much support a client’s had this month, there’s no way to tell without digging through email.
Rofinery gives support requests a shared list, a clear owner and a link to the work they create. A support request is one question or issue from a client, tracked until it’s resolved.
Every request, from first email to resolved
Built for the way clients actually ask for help.
One list for the whole team
Every request has a reference, a status - open, pending, resolved or closed - a priority from low to urgent, and an owner. Filter, save views and change several at once.
Channels that route the work
Give each support channel its own email address. Emails to it become requests, the client gets an automatic acknowledgement, and the right person is assigned and told.
Reply without leaving the request
Email the client from the request, with attachments and anyone else copied in. Internal notes stay with your team.
Turn requests into real work
Create a task on the client's project, or link one that already exists. Time logged on those tasks shows on the request.
The details
Small things that keep support organised.
Merge duplicates
Combine two requests from the same client, messages and tasks included
Team members
Add colleagues to a request so they can follow it
Move it on
Change a request's project, channel or subject as it becomes clearer
Slack alerts
Post new requests from a channel to a Slack channel
Activity log
Changes to status, project, channel and tasks are recorded on the request
Permissions
Choose who can view, reply to and edit requests
Questions about support requests
No. Clients email you as they do now, and your replies go back to them by email.
Link the request to tasks on the client's project. Time logged on those tasks shows on the request.
Requests use four statuses: open, pending, resolved and closed. Priorities run from low to urgent.
Give client support a proper home
Or see what support requests connect to.