Email intake
An inbound email opens a ticket, the reply goes out from the record, and the whole thread stays where the work is.
Everything you can do with customer service
Answer faster because the answer is next to the work.
Inside customer service
Every piece that makes this work, and what each one is actually for.
Live chat
Site conversations that become tickets or contacts without a copy and paste step.
Portal requests
Clients raise and follow requests in their portal, with progress visible so the status-check email never gets written.
Requests become scheduled work
Tickets have their own typed stages and SLA clocks that pause while you are waiting on the requester, so the clock reflects your obligation rather than the calendar. Promoting a ticket to a task carries the attachments across, and the ticket resolves when its linked tasks are done. Client facing commitments and internal work are one graph, so SLA state and delivery state cannot tell different stories.
What this removesRe-typing a client conversation into a second tool, and the silent gap between what support promised and what delivery scheduled.
See how everything connectsThe questions this actually answers.
The long version, because this is where the category has real objections.
Why does support usually live in a separate tool?
Habit, mostly. The cost is a seam: support promises something delivery never hears about, the client explains their setup twice, and someone re-types a conversation into a project tool every week. Scrambl runs service on the same records as the work, so the agent answering sees the projects, the contract, and the history, and the fix the ticket needs becomes scheduled work in one move.
Full context on every ticket
The account, its projects, its contract, right there.
No re-typing between tools
Ticket to task keeps the whole conversation.
One client record
Support history lives with the relationship.
How does a request keep its promise?
Service-level targets attach per ticket type, the clock pauses while you wait on the requester, and escalation rules move a request that is about to breach. Throughput reads out as first-response time, resolution time, and backlog by team or owner, without a BI tool in sight.
What happens when a request is really a project?
It gets promoted. A ticket becomes a task, an epic, or a deal in one move, with the conversation, the requester, and the history attached. The client who asked keeps following it in their portal, and support stops being a dead end for good ideas.
How do customers help themselves?
A public help center answers the searchable questions, the client portal answers the account-specific ones, and both draw from the same knowledge base your team maintains by working. When an unresolved request keeps arriving, that is the system telling you which article to write next.
Questions people actually ask
Can tickets be created from email?
Yes. Inbound email opens a ticket, replies go out from the record, and the thread stays attached to the client and the work.
Are SLAs configurable?
Yes. Targets set per ticket type, clocks that pause while you wait on the requester, and escalation before a breach rather than after.
Can clients follow their requests?
Yes. Requests raised in the client portal show live progress, so the status-check email answers itself.
Can a ticket become project work?
In one move. Promote it to a task, a project, or a deal with the conversation attached, and the requester keeps visibility throughout.
How do you measure service quality?
CSAT after resolution, plus first-response time, resolution time, and backlog by team or owner, all read from the tickets themselves.
Which plan includes service features?
Tickets ship on Pro and Business. See the pricing page for the exact split per plan.
It does not stop at one capability.
Scrambl is one workspace, so the records here are the same records the rest of the platform reads. These pair with it most often.
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