Customer portal
Customers raise and track their own tickets.
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App · SalesFrom Terrapin CRM
Terrapin Customer Service
Every complaint and request tracked, from first message to resolution
A customer portal where customers raise tickets, plus tickets from email, phone and the AI agent, all handled by your service executives with categories and workflows.
What you getFor SMBs
- ✓Customer portal for tickets
- ✓Tickets from portal, email, phone and AI agent
- ✓Categories, workflows and SLAs
- 2Two users includedThe minimum; add more at any time
- 1yAnnual subscriptionSelf-service setup, or our team implements it
Features
Everything Customer Service does for you
Every feature is included in every subscription. You pay only for the number of users.
Email to ticket
Emails to your support address become tickets.
Phone tickets
Executives log calls as tickets in seconds.
AI agent tickets
Conversations the AI agent can't resolve become tickets with the transcript.
Categories and workflows
Route tickets by type to the right team.
SLAs and escalations
Response and resolution targets, with escalation when they slip.
Customer history
Past tickets, orders and invoices beside every ticket.
Reports
Volumes, response times and resolution by category and person.
Differentiators
What makes Terrapin Customer Service different
How the job usually gets done in a small business, and what changes with Terrapin.
Channels
Every request in one queue
UsuallyComplaints arrive by WhatsApp, calls and email and get lost.
With TerrapinPortal, email, phone and AI agent tickets in one queue.
Self-service
Customers track their own tickets
UsuallyCustomers call again and again to ask for an update.
With TerrapinThe portal shows status without a call.
SLAs
Nothing waits too long
UsuallyOld complaints are found only when the customer escalates.
With TerrapinSLAs and escalations flag delays before customers do.
Context
Full history on every ticket
UsuallyExecutives ask customers for details you already have.
With TerrapinPast tickets, orders and invoices beside the ticket.
Reports
Know where service slips
UsuallyNobody knows which issues come up most, or who resolves them.
With TerrapinVolumes, response and resolution times by category and person.
Is Customer Service right for you?
Customer Service is for you if this sounds familiar
Eight everyday situations. Tap the ones that sound like your business. If three or more do, Customer Service will pay for itself.
Complaints get lost between WhatsApp, calls and email
One queue for every channel.
Customers call repeatedly for status updates
A portal where they check it themselves.
Old tickets are found only when customers escalate
SLAs and escalations that flag delays.
Nobody knows who is handling which complaint
Every ticket assigned and tracked.
Executives don't see the customer's orders or invoices
Customer history beside every ticket.
You can't say how fast you resolve complaints
Response and resolution reports.
Every request goes to the same overloaded person
Routing by category to the right team.
Support volume grows faster than your team
Add AI for routine questions.
0 of 8 sound familiar so far.
Pricing
One simple annual price
Built for small and growing businesses that need one job done well, without paying for a full suite.
How to buy
From first look to live, in six clear steps
You always know what happens next, and nothing is final until you sign the agreement and pay.
- Explore
Go through the features, differentiators and FAQs, then get the deck and brochure or chat with us.
- Choose users and show interest
Pick the number of users (2 minimum) and how you want to set up, then click Show interest. This is not an order and the price is not yet final.
Choose users - Requirement discussion
Our sales team reaches out to understand your requirements, suggests the right app or set of apps, and sends you a proposal.
Requirements and proposal - Subscription
Once you accept the proposal, we share the agreement. After it is signed and payment is made, your subscription is issued.
Sign, pay, subscribe - Set up
Self-service setup with step-by-step guidance. Prefer our team to do it? Implementation is a one-time fee based on complexity.
Self-service - Go live and grow
Go live, track results and add users at any time as your team grows.
Add users any time
FAQ
Questions about Customer Service
Tap a question to see the answer. Can't find yours?
How do customers raise tickets?
Through the customer portal, by email, by calling your team, or through the AI agent.
Can we set response times?
Yes. Set SLAs by category, with escalation when they are missed.
Do customers need a login?
Customers use the portal to raise and track their own tickets; email and phone tickets need no login.
Can AI answer customers first?
Yes, with the AI Support Agent, which hands over to your executives when needed. It is part of Terrapin CRM, shown under Related apps.
How is it priced?
An annual subscription that includes two users, the minimum. Add more users at a per-user annual price. See the Pricing section for the amounts.
Is there a monthly plan?
No. The app is sold as an annual subscription only.
How do I buy?
Choose the number of users in Pricing and click Show interest. Our sales team reaches out to understand your requirements, suggests the right app or set of apps, and sends a proposal. Once you accept it, we share the agreement, and your subscription is issued after the agreement is signed and payment is made.
Is the price I see final?
No. Showing interest is not an order and does not guarantee the product will be sold at that price. The final price and scope are set in the proposal after the requirement discussion, and confirmed in the agreement.
Do I need implementation?
Not usually. Setup is self-service with step-by-step guidance. If you would rather have our team set it up, implementation is available as a one-time service. Pricing shows an estimated range; the actual budget is set in the requirement discussion, based on complexity.
Can I move to the full suite later?
Yes. Your records stay in place when you move up to the suite, so there is nothing to migrate.
Start with Customer Service
Choose your users and show interest. Our team takes it from there.
