Help desk

Tickets, a chat widget for your website, and a help centre, all in Lead16.

The help desk is on every plan. Suggest a reply needs the Ask Claude feature, on Professional and Enterprise.

Tickets

Open Tickets for the list or the board. A ticket moves through New, Waiting on us, Waiting on customer and Closed, with a priority and an owner. Link it to a contact, company and lead, and it shows on their timeline.

Replies go only when someone clicks Send. Lead16 sends no automatic acknowledgement. Internal notes stay inside your team, and the customer never sees them.

Chat widget

Set it up under Settings, Help desk, then paste one script tag into your site. A visitor leaves a message and email, which makes a ticket. You reply from the ticket. They see it in the widget while they're there, or by email once they've left.

Anyone can type any address into a chat, so a chat ticket stays unlinked and marked as unproven until a person links it.

Help centre

Write articles under Tickets, Help centre. Published articles appear at lead16.com/help/your-workspace, with search.

Saved replies and Suggest a reply

Saved replies are under Tickets. Suggest a reply drafts an answer from your published articles and past replies into the reply box, for you to read and edit. It never sends, and it doesn't see internal notes.

Client portal

Customers with a portal link can see their tickets, read replies, write back and raise a new one.

Coming soon

Turning email into tickets.