Client ticketing
Client requests, conversations and logged time in one ticket.
Keep the bug report, the screenshots and the discussion together. Your team assigns the work and logs the time. The client follows progress from their project.
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Camille R.
The request
Clients can explain the problem in their own words
Start with a description, screenshot or PDF. Optional templates help with issues, changes and questions. Every prompt stays editable: remove it or write freely whenever that works better.
After submission, the request stays attached to the right project. Comments and decisions no longer disappear inside a shared inbox.
A familiar editor
Write and format the request with text, lists, links and images.
Useful attachments
Paste or drop screenshots into the description and add a PDF when needed.
A starting priority
The client can suggest urgency, while the service team keeps control.
The workflow
Statuses that match how your team works
Start with new, in progress, waiting for client, resolved and closed, then add the steps your team needs. Custom statuses stay linked to shared categories for consistent reporting.
Your team can change status, priority and assignee. The meaningful changes remain visible in the ticket history.
Comments
The discussion remains below the request, with one reply level to keep it readable.
Mentions
Bring the right person into the thread without opening another conversation.
Internal notes
Discuss delivery details without exposing them to the client.
The retainer
Logged time feeds the client record
Time logged on a ticket can be split by work type, such as development and project management. It contributes to the ticket total and the associated retainer’s used hours.
Planned work without a client ticket can still be recorded as a standalone line, for example a scheduled update or maintenance check.
Make the right choice
Built for client maintenance requests
Tolus is a good fit if
- You handle client requests tied to websites or maintained applications.
- You want a workflow people understand without a dedicated administrator.
- You need to connect requests to hours consumed from a retainer.
These needs require an additional tool
- You need sprints, epics, story points or a configurable workflow engine.
- You run an omnichannel contact centre with contractual SLAs and CSAT.
- You want to store client passwords or infrastructure secrets.
Frequently asked questions
What to check before you choose
Can a client create a ticket?
Yes. Anyone invited to the project can submit a ticket, comment and attach files.
Can clients read internal notes?
No. Internal notes are excluded from the client interface and from emails sent to the client.
Can we add custom statuses?
Yes. Your organisation sets status names, colours and order. Archive an unused status without erasing its history. Five shared categories keep reports comparable.
Handle your next client request in Tolus
Create a project, invite a client and follow a ticket through to the retainer report. Your trial lasts 30 days, with no credit card.