Capture every support request, no matter how it comes in
Support requests show up in too many places: email, a portal, a phone call, sometimes a tap on the shoulder. Orbit captures all of them into one queue, with smart routing and deduplication, so nothing falls through.
Who it's for
- MSPs offering multiple support channels
- Help desks with phone + email + portal intake
- Software support teams handling in-app and email tickets
- Internal IT teams with employee-facing portals
Pain points we solve
- Email tickets and portal tickets tracked separately
- Duplicate tickets opened by the same client
- Phone calls never logged unless a tech remembers
- No tagging or routing on intake, so everything funnels to one person
How Orbit fits
Orbit accepts requests via email, portal, API, and manual entry. Inbound tickets can be auto-tagged, routed to the right team, deduplicated against existing tickets, and matched to the right client — before any human touches them.
What Orbit delivers
Email-to-ticket
Inbound emails to a support address become tickets, threaded to the right client by sender domain and contact lookup.
Self-service portal
Clients can submit tickets, see their history, and check status without an account-management call.
API intake
Integrate forms, monitoring tools, or other systems via the API to create tickets programmatically.
Smart routing on intake
Auto-tag and route tickets by sender, keywords, client tier, or agreement on creation.
Duplicate detection
Tickets matching an existing open ticket from the same contact can be auto-merged or flagged for review.
When teams reach for this
- Forwarding a client mailbox into Orbit
- Embedding a portal in a client's intranet
- Receiving monitoring alerts as tickets
- Logging phone calls into the right ticket history
Frequently asked questions
- Can clients log in to the portal with their existing identity?
- Yes. The portal supports email-based access and can be configured to suppress signup flows so clients land directly in their ticket view.
- What about monitoring tools that create tickets?
- Monitoring tools can post to Orbit's API to open tickets automatically. Severity, asset, and message map to the right fields.
Want to see how this works in Orbit?
Pick a 15-minute slot — we'll show how Orbit handles this in your workflow.
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