Module

Every ticket and every conversation, on the record.

Support Desk and Comms Hub are two modules that behave like one surface. The ticket and the thread that produced it sit against the same contact, so nobody has to go looking in a separate inbox to answer it.

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app.catchacrm.com/ops/tactical-queue
Tactical Queue in CatchaCRM showing critical, high-priority, SLA breach and escalated counts, then an active queue of work items with severity scores, SLA state and escalate or assign actions.

The tactical queue ranks open work by severity and shows what is closest to breaching its SLA.

What is in Support desk & comms hub.

Every capability below is a line from the module table in our terms of service — the list your subscription actually entitles you to.

Support desk

  • Tickets, SLA timers, queues
  • Escalation & assignment rules
  • Knowledge base articles

Conversations

  • Connected email accounts & threads
  • SMS numbers & messaging
  • Softphone/voice calling

Team and templates

  • Email/SMS templates & sequences
  • Team chat & notifications

How work moves through it.

  1. The message arrives

    An email from a connected account, an SMS or a call lands against the contact it came from.

  2. It becomes a ticket

    The request enters a queue with an SLA timer running against it.

  3. It gets routed

    Escalation and assignment rules move it to the right person before the SLA runs out.

  4. It gets answered

    Reply from a template or a sequence, or point the customer at a knowledge base article.

  5. It stays on the record

    The ticket, the email thread and the call all remain on the customer record for whoever opens it next.

My Schedule screen in CatchaCRM listing tasks, tickets and follow-ups together, each showing its status and priority, above a suggested follow-ups panel.
Tickets appear in the same personal list as tasks and follow-ups, so nothing sits in a queue nobody opens.

Questions

Yes. You connect your own email accounts, and the threads are stored against the contact record in the Comms Hub module.
Yes. Softphone and voice calling is part of the Comms Hub module. Voice and SMS usage may incur metered charges at the rates shown in your workspace billing settings.
It tracks elapsed time against the ticket so the escalation and assignment rules can move it to someone else before it breaches.

Related modules

Sales CRMContacts, leads, deals and accounts in one directory, with kanban pipelines, lead scoring and BANT qualification. Included in every CatchaCRM plan. AI, automation & securityAI-assisted drafting, workflow rules, approval processes, webhooks and n8n integration, plus roles, permission sets, audit trails and login history.

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