Delivery Hub for IT Helpdesks
Built for internal IT support teams and MSPs who need a real ticket lifecycle without paying $30 per agent per month for Zendesk or six figures a year for ServiceNow.
The problem
Your team already lives in Salesforce. Your customer records, your contracts, your billing, your sales pipeline — all of it is in Salesforce. But when those same customers email your support address, you route them into a totally different system: Zendesk, Freshdesk, Jira Service Management, ServiceNow.
That second system bills per agent per month. It maintains its own copy of customer data that drifts out of sync with Salesforce. When a support agent needs to know what contract a customer is on, they tab over to Salesforce. When a sales rep wants to know what tickets a customer has open, they tab over to the helpdesk. The information is two clicks away forever.
Your support tickets are just another kind of work item that has a customer attached. They belong in the same system as the customer record. That's what this is.
8 Stages from New Ticket to Closed
The Support Triage workflow type ships as Custom Metadata in Delivery Hub. Customize any stage, add your own SLA tiers, or use the defaults. No Apex changes.
New Ticket
Customer → Support
Triaged
Support Agent
Assigned
Support Lead → Agent
In Progress
Support Agent
Awaiting Customer
Customer
Awaiting Engineering
Engineering
Resolved
Support Agent
Closed
Customer or Auto-Close
3 Persona Views
Same ticket data, three completely different boards. Agents see their queue. Engineers see their escalations. Customers see only their own tickets — no Salesforce login required.
Support Agent
First-line responder
- Personal queue of assigned tickets
- Triage queue of unassigned tickets
- SLA countdown per ticket
- Customer history + prior tickets
- Escalation flag for stuck tickets
Engineering
Second-line escalation
- Tickets tagged 'Awaiting Engineering' only
- Reproduction steps + customer attachments
- Time-in-stage per ticket
- Connection to related WorkItems / bug reports
- Linked release notes or KB articles
Customer
Person who filed the ticket
- Status of their open tickets
- Outstanding requests for info
- Resolution notes when closed
- Comment thread with the support agent
- No login required (token-gated portal)
What you get when you install
Support Triage workflow
8-stage ticket lifecycle as Custom Metadata. Customize stages, add SLA tiers, change transition rules without writing Apex.
3 persona views
Support Agent, Engineering, Customer. Each sees a focused board with only the tickets relevant to their role.
Customer record linked
Every ticket attaches to the existing Salesforce Account/Contact. No drift, no separate customer database.
SLA tracking
Built-in SLA monitoring with countdown timers and escalation rules. Stuck tickets get escalated automatically.
Customer portal
Customers see their own tickets via a token-gated portal. No Salesforce license required for them.
AI-suggested resolutions
Optional AI assist drafts resolution notes from prior similar tickets. Agent reviews and edits before sending.
Knowledge base linking
Resolved tickets can link to KB articles or release notes. Build institutional memory as you work.
Cross-org sync
If your support team and engineering team live in different Salesforce orgs, the sync engine keeps tickets in lock-step.
What it costs
$0 + your Salesforce
Delivery Hub is free and open source. The Support Triage workflow is part of the base package. The only thing you pay for is your existing Salesforce edition. No per-agent fee, no per-ticket fee, no enterprise tier.
Want us to install + customize for your support team? Implementation packages start at $2,500.
Run Your Helpdesk Inside Salesforce
Install Delivery Hub. Switch the workflow picker to Support Triage. Drop your first ticket on the board. Stop paying $30 per agent per month for a system that doesn't know who your customers are.