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For web agencies

The help desk for web agencies that sell support hours

Navbatly is built for agencies that look after client websites on support plans: every request a ticket, every hour counted against the right contract, and a monthly report your clients can read.

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The Navbatly overview for October: September reports still to send, 3 new requests with the time each first reply is due, and the things clients owe, longest wait first, with a pause notice due on one.

What a general help desk leaves to spreadsheets

Help desks count tickets. Agencies sell hours. Navbatly keeps both on the same ticket.

  • Hours against each plan

    Monthly allowances, rollover with a cap, and overage billed, carried or written off.

  • A report the client reads

    Plain-English lines instead of ticket subjects, with included and billable time apart.

  • A portal with no logins

    One private link per client for requests, deliveries and their report, and a ticket inbox for clients who email.

  • First-reply targets

    A target per priority, with a warning before a reply is late.

  • Who has the ball

    What each client owes you, with the days it has waited and target dates that move to match.

  • AI assistant

    Your team works on tickets, time and reports from Claude.

How your team works in Navbatly

One thread per request

Each request is a ticket numbered per client, like HBL-21, with replies to the client and internal notes side by side.

  • Assign it, set its priority and due date, split it into sub-tickets
  • See what it needs from the client next to the conversation
  • Log time as client contact or delivery as you go
A ticket in Navbatly, HBL-21 New homepage: in progress and high priority, with what it needs from the client, 2 sub-tickets, and 7h 30m logged of a 16h estimate.

Each client on one page

A client's page opens on their tickets, under a header with this month's hours on each running support contract and everything worked for them this month.

  • Tabs for the client's tickets, projects, contracts and contacts
  • Each project's target date, days waited and budget on the Projects tab
  • Their report and a new ticket one click away
A client's page in Navbatly, Harbourline Hotels (HBL): 8h 30m of 13h used on their care plan this month and 26h 30m worked for them in all, over tabs for tickets, projects, contracts, contacts and overview, with their tickets grouped by status.

Roles that match an agency

  • Owners and admins

    Run clients, contracts, plans, templates and reports, invite people and manage everyone's time.

  • Members

    Work tickets: open them, reply, log time, and edit or delete their own.

  • Secure sign-in

    Passkeys, or a password with two-factor authentication.

Questions from agencies

Can we set up our support tiers once?

Yes. Plans hold your tiers' hours, rollover, overage, minimum term, notice and response targets, and each new contract copies them.

Can a client have a support plan and a project at once?

Yes. Each ticket counts against one of the client's contracts.

What does it cost for a team?

Talk to us about plans for your team: email us about your team.

What happens when a ticket moves to another client?

It takes that client's next number, keeps its history, and the move is logged on the ticket.

Bring your agency's support into one place

Create a team, set up your plans, and invite your colleagues.

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