What it does
Everything an agency needs to run support, in one place.
Tickets from every client, the people who work them, and the oversight to keep both honest. Every capability below is in every plan — tiers differ on capacity, not on what the product can do.
01 / 04
Support
The work your agents do all day, in one console instead of four.
In every plan, including the trial.
- Ticket queues, one per client
- Client sites send their tickets straight into ControlHub over a server-to-server connection. Each one lands in its own queue with a controlled status lifecycle, and every change is written to the audit trail with who made it and when.
- Chat and voice in the same place
- Agents answer in-app chat, guest chat from a client site, and voice calls with recordings — without leaving the ticket they are working on.
- User vault
- The end-user records behind the tickets, scoped by permission. An agent sees the people belonging to the clients they work on, and nobody else.
02 / 04
The team
A support agency is a staffing business. The roster and the payroll belong with the tickets, not in a second system.
In every plan. Not gated behind a higher tier.
- Shifts and coverage
- Employees, roles, shifts, time logs and coverage teams. Rosters live beside the queues they staff, so the hours you plan are the hours the work is measured against.
- Payroll on the hours worked
- Pay periods build on those same hours. Gross, deductions, overtime and adjustments are calculated in the system, and each payout batch is approved before it can be paid.
- Separation of duties
- Approving payroll and running it are separate rights. A supervisor can review, hold and annotate without being able to execute a payment.
03 / 04
Clients and access
What your own clients ask about when they run their security review.
Structural, not a setting. It cannot be switched off.
- Connecting a client site
- Each client site is connected once and then verified with a live test ticket. Heartbeats and delivery reliability are tracked on every connection, so a silent failure surfaces before the client reports it.
- Client separation
- Records are separated inside the database itself. A query for another client’s data returns nothing, whatever the application asks for.
- Two checks, not one
- Holding a permission is not enough on its own: an agent must also hold access to that specific client. Both are checked on every request.
04 / 04
Oversight
What managers need to answer a question without asking four people.
In every plan, for every client you connect.
- Queue and coverage at a glance
- Open work, tickets against their SLA window, and who is on shift right now — readable at a glance rather than assembled from exports.
- Health monitoring
- Website and API heartbeats for every connected client, watched continuously, with reliability tracked over time.
- Audit and reporting
- Every action is recorded with its actor and timestamp. Reports draw on the same records the console shows, so what you report is what happened.
How a ticket moves through it.
The same four steps every time, so a handover between agents or shifts does not lose the thread.
Intake
A ticket arrives from a client site and lands in that client’s queue.
Ownership
It is assigned to someone with access to that client, and they own it.
Resolution
The agent works it with the customer’s history and context in view.
Review
If it is a real bug, it is reproduced and evidenced before engineering sees it.
See it against your own operation.
Every capability above is in every plan. What changes between tiers is capacity — how many people, how many client sites, how much storage.