First Response Time
Avg + median, by priority and team
Ticket Management • Helpdesk Built Into Your CRM
Customer Tickets,
Without the Per-Agent Bill
SLA tracking, kanban, problem hierarchies, merges, approvals, macros, and a knowledge base — every helpdesk primitive you'd pay for elsewhere, sitting next to your accounts and contacts in BottleCRM.
6
Statuses
4
Priorities
3
Hierarchy levels
$0
Per agent
Features
Everything Your Support Team Needs
Eight production-grade modules — not feature-flagged "coming soon" placeholders. All shipped, all free.
Available Now
Status & Custom Pipeline Boards
Drag-and-drop kanban with the standard status flow (New → Assigned → Pending → Closed) plus your own custom pipelines and stages.
Status kanban
Custom pipelines
Drag-drop reorder
Filter by team
Filter by assignee
Filter by priority
List + table view
Saved column layouts
Available Now
SLA Tracking & Breach Detection
First-response and resolution targets per priority, with automatic pause when a ticket is waiting on the customer. Know the moment something is at risk.
First-response SLA
Resolution SLA
Pending-state pause
Business hours calendar
Breach flags
Auto-escalation policies
Per-priority targets
SLA dashboards
Available Now
Problem → Incident Hierarchy
Group related incidents under a parent problem ticket, link sub-incidents up to three levels deep, and close children in one cascade.
Parent/child links
Up to 3 levels deep
Tree view panel
Close-with-children
Link-to-parent dialog
ITIL-aligned workflow
Bulk status change
Inheritance of context
Available Now
Merge Duplicates
Roll duplicate reports into a single primary ticket. Email threads stay intact and merge history is preserved on the timeline.
Merge dialog
Primary + duplicates
Thread ID preservation
Merge history log
Duplicate status
Activity timeline entry
Automatic notify
Reversible audit trail
Available Now
Approvals Before Close
Approval rules match by priority, type, and team, then block the close transition until an admin or manager signs off.
Rule matching
Admin + manager roles
Approval panel
Pending / approved states
Pre-close gate
Settings UI
Per-team rules
Audit-ready history
Available Now
Macros & Canned Responses
One-click apply pre-written responses, status changes, and assignments. Macros are org-wide or personal.
Org macros
Personal macros
Search picker
Quick apply
Status + reply combo
Assignment macros
Reusable templates
Faster first response
Available Now
Solutions & AI Suggestions
Link solutions from your knowledge base, and get AI-powered suggestions of relevant articles right inside the ticket.
Solutions panel
KB linking
AI suggester
Inline preview
Reuse across tickets
Self-service deflection
Article-level metrics
Reduces resolution time
Available Now
Time Tracking & Timesheets
Built-in timer per agent plus manual entries. Roll up time by ticket, by agent, or as a weekly timesheet.
Per-agent timer
Manual entries
Time panel
Per-ticket totals
Weekly timesheet
Billable vs internal
Profile breakdown
Export to CSV
Collaboration
A Conversation, Not a Form
Tickets aren't fields-and-buttons — they're a thread. Public replies, internal notes, mentions, watchers, and an activity timeline keep your team aligned without anyone duplicating context in Slack.
Public replies + internal notes
@mentions with notifications
Watchers (auto-added on assign)
Inbound email threading
Activity timeline & change history
CSAT surveys post-resolution
High #TKT-1842
SLA: 2h 14m leftCustomer reply • 14 min ago
Still seeing the export error after the latest deploy. Logs attached.
Internal note • @priya
Linking to PROB-211 — same root cause as the queue backlog.
Macro applied • "Refund + apologize"
Status moved to Pending. Customer notified.
Analytics
Metrics That Matter, Out of the Box
First-response time, MTTR, backlog trend, and SLA breach rates — broken down by priority, team, and agent. Every chart exports to CSV.
Mean Time to Resolution
MTTR with priority drill-down
Backlog Trend
Open ticket volume over time
Agent Performance
Closed tickets per agent
SLA Breach Rates
% first-response and % resolution breached
CSV Export
Every metric, with date range and filters
Why BottleCRM
Why Not Buy Yet Another SaaS Helpdesk?
Built Into Your CRM
Tickets share customers, contacts, and accounts with the rest of BottleCRM. No second tool to license.
Self-Hosted & Multi-Tenant
Postgres row-level security keeps every org's tickets isolated. You control the database.
On Mobile Too
Native Flutter app for iOS and Android — list, detail, comments, and create flows ship with the CRM.
Honest Metrics
FRT, MTTR, breach rates, and agent throughput out of the box. No add-on analytics module.
FAQ
Ticket Management FAQs
Is this a separate product from the CRM?
No. Ticket Management is part of BottleCRM core, sharing the same accounts, contacts, custom fields, and user permissions. One install, one login, one source of truth.
Can it replace Zendesk or Freshdesk for a small team?
For most small teams, yes. You get statuses, SLAs, kanban, hierarchies, merges, approvals, macros, KB solutions, time tracking, and analytics — the same primitives those tools charge per agent for, with no per-seat fees.
How does email-to-ticket work?
Inbound emails create tickets and append replies to the existing thread. Thread IDs are preserved across merges so customer conversations don't fragment when you consolidate duplicates.
Does it support ITIL-style problem management?
Yes. Tickets can be typed as Question, Incident, or Problem, and incidents can be nested under a parent problem up to three levels deep. Closing the parent can cascade-close children.
Can we enforce a manager review before tickets close?
Yes. Approval rules match by priority, ticket type, and team, then block the Closed transition until an approver signs off. Useful for high-priority or compliance-sensitive work.
Is the mobile app feature-complete?
The Flutter app covers the daily-driver flows: search and filter the queue, view ticket detail with comments and internal notes, see activity, and create or edit tickets. Approvals and analytics live on the web app.
Stop Paying Per Agent for a Helpdesk
Spin up BottleCRM, point your support email at it, and you've got a ticketing system that lives next to your customer data. Free, open source, self-hosted.
No credit card • Unlimited agents • Self-host anywhere • MIT licensed