# Requests: The help desk for your team > The support inbox: requests arrive through the form on your website, with a number, priority, status and owner. The AI suggests a priority and a reply, the customer sees the state in the support portal, and you reply from the list by email. - Page: https://www.ciro-noise.de/funktionen/support - Deutsche Fassung: https://www.ciro-noise.de/funktionen/support.md A request sat in the inbox for three days because Lena was on vacation, and the customer called to ask whether his email had arrived. With the CIRO NOISE help desk your customers write through the form on your website. Every request sits with a number, a status and an owner in a list your whole team sees. The AI suggests a priority and a reply, the reply goes out by email, and the customer sees where things stand in the support portal. ## One help desk everyone sees Requests arrive through the form on your website, and every organization has a public address for it. Every request gets a number, a priority, an owner, a history and attachments such as images or PDFs. Its status runs from New through Open, In progress and Resolved to Closed. Confirmation and replies go out by email on behalf of your organization, with its short name as sender. On her page in the support portal the customer also sees how quickly your team usually replies, calculated from your real response times over the last 90 days. The customer needs no account. Every request has its own page in the support portal, which she opens with a PIN or a secure link. There she sees the state, replies, attaches files, clicks “This solved my problem” and gives one to five stars at the end. The call to ask whether the request arrived goes away, because the answer is on the page. And your team sees the rating right on the request. The AI helps in support, and your team decides. It suggests a priority and explains it. It drafts a reply from the wiki and from resolved requests, translates and summarizes long histories. A reply goes out only after a person clicks. “My requests” shows every person their own, and only people with the permission see the reports on response time and satisfaction. A request often leads to more work. With one click it becomes a task on the board. CIRO NOISE recognizes the company by the part of the email address after the @, and the request hangs on the customer record. You save the solution as knowledge with one click, and you set up a meeting with the customer right from the request, which then sits in your calendar. A question that came up three times becomes a social media post. ## How every customer gets an answer From the form to the rating, your team sees where every request stands. - **Let no request depend on one person**: What comes in through the form sits in a list the whole team sees, with owner, status and attachments. If Lena is on vacation, Pascal takes over from the list without access to her inbox. - **See what is urgent first**: The AI suggests a priority and a reply and writes down what it based them on. You decide, and the suggestion saves you sorting forty requests every morning. - **Let the customer check for herself**: Every request has its own page in the support portal, with PIN or link, no account needed. The customer sees the state, replies, attaches files, clicks “solved” and rates with stars. - **Reply in your company's name**: Confirmation and replies go out by email with your short name as sender. CIRO NOISE calculates how quickly your team usually replies from your real response times and shows it to the customer in the support portal. - **Turn the request into the next step**: A task on the board, a meeting in the calendar, the solution saved as knowledge: you create each right on the request. The customer record fills itself, because CIRO NOISE recognizes the company by the email address. ## Three requests as they come in every week An outage on Friday, a question from last month and one that needs an appointment. ### Friday, 4:40 pm: Ms. Sommer reports an outage The request comes in through the form, with a screenshot attached. The AI rates it urgent and explains that with the word “outage” and the time of day. Lena has already left, so Pascal takes the request from the list and sets himself as owner. The reply goes out by email, the state is in the support portal, and Ms. Sommer does not have to call on Monday. - Priority with a readable reason - Attachments right on the request - Reply by email, state in the support portal - Change owner with one click ### Tuesday: the question that came up last month A customer asks about the credit note for a canceled invoice. The AI finds the resolved request from March and the wiki page on it and attaches a reply proposal to the request. Lena reads, changes one sentence and sends. The customer clicks “This solved my problem” in the support portal and gives five stars. - Proposal from the wiki and resolved requests - Sent only after a person clicks - “Solved” click by the customer - Rating with one to five stars ### Thursday: the request needs a conversation Ms. Sommer wants to discuss the new form on the website. Lena sets up a meeting right from the request. It sits in her calendar, and Ms. Sommer gets the invitation. The request already hangs on the Brandt & Söhne record, because CIRO NOISE recognized the company by the email address. At month end Kira sees in the reports how fast the team replied and how satisfied the customers were. - Meeting right from the request - Customer record by email domain - Reports only for those with permission - Response time and satisfaction as figures ## Requests in detail Form, support portal, AI suggestions and reports at a glance. - **Contact form for your website**: Requests arrive through the form on your website. Every organization has a public address for it. - **Tickets with status and priority**: Number, status from New to Closed, priority, owner, history, attachments as image or PDF. - **Support portal without an account**: No account needed, opened with a PIN or secure link. The customer sees the state, replies and attaches files. - **Emails in your company’s name**: Confirmation and replies go out with your organization's short name as sender. The response time the customer sees in the support portal comes from real figures. - **AI reply suggestions**: Suggestions for priority and reply, plus translation and summary. A reply goes out only after your click. - **Response time and satisfaction**: “My requests” shows every person their own. Only people with the permission see the reports on response time and satisfaction. - **Solved and rating**: The customer clicks “This solved my problem” and gives one to five stars. - **Links**: A request becomes a task, and the email address links it to the customer record. On top come the solution saved as knowledge and meetings you set up right on the request. - **Social media**: A question that comes up often becomes a post with one click. ## Tell Claude. CIRO NOISE records it. ### Find a proven answer > Jana Winter is asking where her credit note is. How did we handle this last time? Make it a task for Lena. In June we handled it like this: confirm the cancellation, promise the credit note within five business days and state the amount and invoice number. That settled the request. Winter GmbH is missing a €640 net credit note for the canceled training on IN-2026-0417. Lena has CIR-142 for it, due tomorrow, with the June reply and the invoice. The customer record notes that the credit note is promised. ### Settle an answer > A customer wants to know if we have a weekend emergency service and what it costs. What have we told people so far, and what actually applies? The “Prices 2026” page is binding: emergency service on Saturday and Sunday from 8 a.m. to 8 p.m., €120 flat fee plus labor. Section 6 of the terms refers to exactly this price list. Suggested reply: “Yes, we're available on weekends from 8 a.m. to 8 p.m. A visit costs a €120 flat fee plus labor.” The two replies from 2025 still said €95. The FAQ page is corrected, and Lena knows through SUP-9. ### Document a known issue > Several customers say the export hangs. Is there already a task and a workaround? Write support a page with a reply they can use. Yes, that's APP-139: Deniz is working on it, and the fix is planned for sprint 15. Until then, exporting the period in two halves works. The new page “Known issue: exporting large files” explains this and includes this reply: “Thanks for letting us know. Export currently fails for very long periods. Until the fix ships, it works if you export the period in two parts.” APP-139 links to the page so Deniz updates it once the fix is live. ## Frequently asked questions ### Is this a real help desk ticketing system? Yes, for the customer service of small teams. Every request becomes a ticket with a number, priority, status, owner and history. Replies go out by email, and the customer follows her ticket in the support portal. Requests come in through the form on your website, not through a forwarded mailbox. ### How fast is the form live on my website? In a few minutes. You embed the request form on your website as a snippet of code or send it as a link, and every request lands right away in your team's list. Replies go to the customer by email. ### How does the customer keep track? In the support portal, protected by a PIN or a secure link, with no account needed. There she sees the status, replies, attaches files and rates at the end how satisfied she was. ### How does the AI help with replies? It suggests a priority and a reply, based on your wiki and on resolved requests, and explains both. Your team checks, adjusts and sends. Every reply goes out faster and still sounds like your team. ### Does a resolved request help with the next one? Yes. Once a request is resolved, the AI turns it into a draft knowledge entry without personal data. As soon as someone on your team approves it, the AI draws on it for a similar question and suggests the earlier reply. Internal notes on the request stay within the team. ### How does a request become a task? With one click on the request: the task lands with its own number in the board you choose, and the link works both ways. The customer keeps following the state in the support portal, your team works in the board. ### How do I see how well our support is doing? In the reports on response time and satisfaction, calculated from the history and your customers' ratings. Every reply sits on the request with name and time, and “My requests” shows each person their own. ## CIRO NOISE at a glance - CIRO NOISE is a workspace for small businesses and teams of up to about 50 people: wiki, tasks, customer requests, finance with quotes and invoices, customers (CRM), meetings, knowledge with AI, social media, password vault, and time tracking behind one login. - Price: the first 2 seats are free, with every feature. Each additional seat costs €25 per month plus VAT. No credit card to start. - Privacy: servers and AI run in EU data centers, content never trains AI models, and permissions apply per person and feature. - AI connection: Claude and other AI assistants connect through MCP, the open standard for AI tools, with exactly the permissions of the person. - Provider: CIRO GmbH, Eching, Germany. Contact: hello@ciro.gmbh, phone +49 89 24 88 31 22.