TicketHQ Q&A
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Everything you need to know about TicketHQ support ticket management software for digital agencies and service providers.
Getting Started
What is TicketHQ and who is it for?
TicketHQ is a professional support ticket management system designed specifically for digital agencies, consultants, and service providers who need to provide organized client support.
Perfect for:
- Digital agencies: Managing support across multiple client accounts
- Web developers: Providing maintenance and support services
- Consultants: Tracking client questions and project communication
- SaaS companies: Customer support with professional workflows
- Freelancers: Organizing client communication professionally
How does TicketHQ integrate with GoHighLevel?
TicketHQ integrates seamlessly with GoHighLevel as a custom app that appears directly in your GHL interface:
- Native interface: Appears as a tab in your GHL dashboard
- No separate login: Works with your existing GHL authentication
- Client account sync: Automatically matches your GHL client accounts
- Unified workflow: Manage marketing and support from one platform
- Data sharing: Client information flows between both systems
This integration fills the professional support gap that GoHighLevel doesn't provide, giving you a complete client management solution.
How quickly can I get started?
Most users are up and running within 15-30 minutes:
- Sign up (2 minutes): Create your TicketHQ account
- Import clients (5 minutes): Connect with GoHighLevel or add manually
- Customize branding (10 minutes): Add your logo and colors
- Team setup (5 minutes): Add team members and set permissions
- Integration (5 minutes): Set up WordPress plugin or direct links
We provide free onboarding assistance and can handle setup for you if needed.
Pricing & Plans
How much does TicketHQ cost?
TicketHQ pricing is based on the number of client accounts you manage, not individual tickets or team members:
- Starter: Up to 10 client accounts
- Professional: Up to 50 client accounts
- Enterprise: Unlimited client accounts + advanced features
All plans include unlimited tickets, team members, integrations, and white-label branding. View current pricing →
Are there any setup fees or hidden costs?
No setup fees, hidden costs, or per-ticket charges. What's included:
- Free setup assistance: We help you get started
- Unlimited tickets: No per-ticket or per-email fees
- All integrations: WordPress, GoHighLevel, and API access
- White-label branding: Custom logos and colors included
- Email notifications: No email sending fees
- Storage: File attachments and history included
The only additional cost would be if you need custom development work or premium support SLA.
Can I try TicketHQ before paying?
Yes! We offer several ways to evaluate TicketHQ:
- Free demo: 15-minute walkthrough with our team
- 14-day free trial: Full access to test with real clients
- Live examples: See actual client portals in action
- Money-back guarantee: 30-day refund if not satisfied
Most agencies know within a few days if TicketHQ is right for their workflow.
Features & Capabilities
What makes TicketHQ different from other support systems?
TicketHQ is built specifically for agencies and service providers, not enterprise IT departments:
- Multi-client architecture: Separate tickets by client account
- Agency workflows: Designed for project-based work
- White-label ready: Clients see your branding, not TicketHQ's
- Simple pricing: Based on clients, not tickets or features
- GoHighLevel integration: Works natively with your CRM
- Time tracking: Track billable hours for client work
Most generic support tools require complex setup and don't understand agency workflows.
Can I track billable hours on support tickets?
Yes! Time tracking is built into every ticket:
- Simple time logging: Start/stop timers or manual entry
- Billable vs. non-billable: Mark time as billable or internal
- Client reporting: Generate time reports for invoicing
- Rate management: Set different hourly rates per client or service
- Integration ready: Export to invoicing software
Many agencies use this to bill clients for support hours or justify retainer pricing.
How does team collaboration work?
TicketHQ is designed for team-based agencies:
- Role-based permissions: Admin, agent, or view-only access
- Ticket assignment: Assign tickets to specific team members
- Internal comments: Private team discussion on tickets
- Client-specific teams: Assign specific agents to specific clients
- Notification controls: Choose who gets notified about what
- Status tracking: See who's working on what
Teams love having organized handoffs and clear ownership of client issues.
Integrations
What platforms does TicketHQ integrate with?
TicketHQ connects with the tools agencies already use:
- GoHighLevel: Native app integration in GHL interface
- WordPress: Plugin for client portals on WordPress sites
- Email platforms: Works with any SMTP or email service
- Zapier: Connect with 1000+ other apps
- API access: Custom integrations with your existing tools
- Webhooks: Real-time notifications to other systems
New integrations are added regularly based on customer requests.
Can clients submit tickets via email?
Absolutely! Multiple ways for clients to create tickets:
- Email to ticket: Clients email your support address
- Web portal: Online forms on your website
- WordPress integration: Forms on their WordPress site
- Direct links: Shared support form URLs
- Phone to ticket: Manual creation from phone calls
All methods create properly organized tickets with client history and context.
How does the WordPress integration work?
The WordPress plugin creates a complete support portal on client websites:
- Branded portal: Matches the client's website design
- Ticket history: Clients can view all their past tickets
- File uploads: Clients can attach screenshots and files
- Real-time updates: Status changes appear instantly
- Mobile responsive: Works perfectly on all devices
Comparisons
How does TicketHQ compare to Zendesk?
TicketHQ is designed for agencies, while Zendesk is built for enterprise customer support:
TicketHQ Advantages:
- Multi-client architecture
- Agency-specific workflows
- Simple pricing (per client)
- Built-in time tracking
- GoHighLevel integration
- White-label ready
Zendesk Advantages:
- Enterprise features
- Advanced reporting
- Large company support
- Extensive marketplace
- Phone support built-in
- Advanced automation
TicketHQ costs 60-80% less than Zendesk for the same number of users and provides better agency workflows.
TicketHQ vs. Freshdesk vs. Help Scout comparison?
Here's how TicketHQ compares for agency use cases:
| Feature | TicketHQ | Freshdesk | Help Scout |
|---|---|---|---|
| Multi-client accounts | ✓ | ✗ | ✗ |
| Time tracking | ✓ | Add-on | ✗ |
| White-label branding | ✓ | Paid plan | Paid plan |
| GoHighLevel integration | ✓ | ✗ | ✗ |
| Agency pricing model | ✓ | Per agent | Per user |
Why not just use email for client support?
Email works for small-scale support, but becomes chaotic as you grow:
Email Problems:
- No ticket history or tracking
- Lost emails and missed requests
- No team collaboration
- Unprofessional for clients
- No time tracking or billing
- Hard to prioritize urgent issues
TicketHQ Solutions:
- Complete ticket history
- Nothing gets lost or forgotten
- Team can collaborate easily
- Professional client experience
- Track billable hours
- Priority levels and SLAs
Agencies that switch from email see immediate improvements in organization and client satisfaction.
Billing & Account Management
How does billing work when I add or remove clients?
TicketHQ uses fair, prorated billing that scales with your business:
- Automatic scaling: Add clients anytime without waiting
- Prorated charges: Only pay for the time you use additional slots
- Immediate access: New client accounts are active instantly
- Downgrade protection: Keep historical data when removing clients
- Billing transparency: Clear invoices showing all changes
Most agencies love that they can grow without worrying about billing complications.
Can I white-label TicketHQ and resell it to clients?
Yes! Many agencies include TicketHQ as part of their service packages:
- Complete white-labeling: Your branding throughout the experience
- Custom domains: Use your own domain for client portals
- Reseller pricing: Special rates for agencies with many clients
- Training included: We help train your team and clients
- Marketing support: Materials to help you sell support services
Common approach: Charge clients $50-100/month for "professional support portal" while paying much less to TicketHQ.
What happens to my data if I cancel?
Your data is always yours, and we make it easy to export:
- Full data export: Download all tickets, clients, and history
- Multiple formats: CSV, JSON, or PDF formats available
- Grace period: 30 days to export after cancellation
- Migration assistance: Help moving to another system if needed
- No lock-in: Cancel anytime with 30 days notice
We believe in earning your business every month, not locking you in with data hostages.
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