# The help desk for web agencies that sell support hours

> A help desk for web agencies: tickets per client, support plans with rollover and overage, monthly client reports, a no-login client portal and response targets.

- Canonical page: https://navbatly.com/for/web-agencies
- Language: en-GB
- Also in: [Русский](https://navbatly.com/ru/for/web-agencies.md), [Oʻzbekcha](https://navbatly.com/uz/for/web-agencies.md)
- Last reviewed: 29 October 2026
- Maintained by: Karve Digital (hello@karvedigital.com)

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.

## 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](https://navbatly.com/features/retainer-hours.md):** Monthly allowances, rollover with a cap, and overage billed, carried or written off.
- **[A report the client reads](https://navbatly.com/features/client-reports.md):** Plain-English lines instead of ticket subjects, with included and billable time apart.
- **[A portal with no logins](https://navbatly.com/features/client-portal.md):** One private link per client for requests, deliveries and their report, and a ticket inbox for clients who email.
- **[First-reply targets](https://navbatly.com/features/response-targets.md):** A target per priority, with a warning before a reply is late.
- **[Who has the ball](https://navbatly.com/features/client-clock.md):** What each client owes you, with the days it has waited and target dates that move to match.
- **[AI assistant](https://navbatly.com/features/ai-assistant.md):** 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

### 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

## 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](mailto:hello@karvedigital.com?subject=Navbatly%20for%20our%20team) 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. Create a team at https://navbatly.com/register, or email hello@karvedigital.com.