Customer support
that actually
scales with you.
A purpose-built helpdesk platform for Australian businesses. Multi-channel ticketing, SLA enforcement, customer portals, and satisfaction tracking — without the bloat or per-agent gouging.
The Problem
Your customers deserve better than
a shared inbox and crossed fingers.
Tickets lost in email threads. No visibility into response times. Customers chasing updates. Agents burning out without workload balance. Sound familiar? Most Australian businesses outgrow their support tools years before they replace them.
Zendesk / Freshdesk
Bloated feature sets you'll never use. Per-agent pricing that punishes growth. Data stored offshore with no sovereignty guarantee.
Shared Inbox (Gmail/Outlook)
No SLA tracking. No assignment logic. Conversations buried in threads. Zero visibility into response times or customer satisfaction.
Building In-House
Months of dev time. No email parsing. No portal. No SLA engine. Every feature is a sprint you could spend on your core product.
You need structure, visibility, and accountability — without the enterprise price tag.
Platform Capabilities
Everything your team needs.
Nothing it doesn't.
Built from the ground up for multi-tenant support operations. No feature bloat, no hidden upsells, no per-seat surprises.
Multi-Channel Inbox
Email, portal, and API tickets flow into a single unified inbox. Every conversation threaded, searchable, and trackable — no matter how it arrived.
SLA Policies & Breach Alerts
Define first-response and resolution targets per priority level. Business hours awareness, timezone support, and automatic escalation when deadlines approach.
Branded Customer Portal
Give your customers a self-service portal to submit tickets, track progress, and reply — all under your brand. JWT-authenticated with full conversation history.
Intelligent Routing & Assignment
Route tickets to the right department and agent automatically. Multi-agent collaboration with primary, collaborator, and watcher roles. Workload caps prevent burnout.
Canned Responses & Shortcuts
Build a library of templated replies your team can insert with a shortcut. Scope responses per department or make them global. Consistency at speed.
Satisfaction Ratings & Analytics
Customers rate every resolved ticket. Track CSAT scores per agent, department, and time period. Identify patterns before they become problems.
Getting Started
Live in under five minutes.
Create Departments
Organise your support team into departments — Sales, Technical, Billing. Each gets its own inbound email address and agent roster.
Connect Your Channels
Forward your support email, embed the customer portal, or integrate via API. Tickets flow in automatically with full context.
Resolve & Measure
Assign, collaborate, and resolve. SLA timers track every interaction. Satisfaction ratings close the feedback loop.
Developer Experience
Every protocol.
Every language.
REST, GraphQL, WebSocket, and gRPC — choose the protocol that fits your stack. Official SDKs for the languages your team already uses.
REST API
v1 StableJSON over HTTPS. Bearer token auth. Full CRUD for tickets, agents, customers, and settings.
GraphQL
BetaQuery exactly the fields you need. Nested relations in a single request. Subscriptions for real-time updates.
WebSocket
v1 StableReal-time ticket updates, agent presence, and live typing indicators. Perfect for embedded chat widgets.
gRPC
v1 StableHigh-performance binary protocol with Protobuf schemas. Ideal for service-to-service communication and microservices.
curl -X POST https://api.vyntech.com.au/v1/support/tickets \
-H "Authorization: Bearer <agent-token>" \
-d '{
"subject": "VPN not connecting from Melbourne",
"priority": "high",
"customer_id": "cust_8f3a...",
"department_id": "dept_tech..."
}'query {
ticket(number: 1042) {
subject
status
priority
customer { name email }
agents { displayName role }
messages(last: 5) {
content
senderType
createdAt
}
}
}const ws = new WebSocket("wss://api.vyntech.com.au/v1/support/ws");
ws.onmessage = (event) => {
const { type, payload } = JSON.parse(event.data);
// type: "ticket.created" | "ticket.updated"
// "message.new" | "agent.typing"
console.log(`[${type}] Ticket #${payload.number}`);
};import "vyntech/support/v1/tickets.proto";
service TicketService {
rpc CreateTicket(CreateTicketRequest)
returns (Ticket);
rpc StreamUpdates(StreamRequest)
returns (stream TicketEvent);
rpc ListTickets(ListRequest)
returns (ListTicketsResponse);
}Official SDKs
First-class SDKs for your stack.
Type-safe clients with built-in retry logic, pagination helpers, and webhook signature verification. Install and ship in minutes.
TypeScript
npm i @vyntech/support
Python
pip install vyntech-support
Go
go get vyntech.com.au/support
PHP / Laravel
composer require vyntech/support
WordPress
Plugin available
Postman
Collection available
Full API reference, authentication guides, webhook schemas, and SDK quickstarts.
Use Cases
Built for how
Aussie businesses operate.
MSP & IT Service Providers
Manage tickets across multiple client organisations from a single platform. Tenant isolation means each client's data is completely separate. SLA policies per client.
SaaS Customer Support
Embed a branded portal inside your app. Customers submit and track tickets without leaving your product. API integration for programmatic ticket creation.
Internal IT Helpdesk
Your employees deserve the same experience as your customers. Department routing, priority escalation, and workload balancing for internal support teams.
E-Commerce & Retail
Handle order issues, returns, and product questions with full context. Tag tickets by issue type, track resolution times, and identify repeat problems.
Healthcare & Compliance
Patient enquiries and admin requests with full audit trails. Every message logged, every access recorded. Built for environments where accountability matters.
Agencies & Professional Services
Client-facing support without the complexity. Each client gets their own portal access. Canned responses keep communication consistent across your team.
Ecosystem
Plugs into your existing stack.
Native integrations with Vyntech products plus open protocols and webhooks for everything else.
Vyntech Account
Single sign-on for agents via Vyntech ID. No separate credentials to manage.
Vyntech Cloud
Auto-create tickets from infrastructure alerts. Incident → ticket in seconds.
Email (SMTP/IMAP)
Inbound email parsing creates tickets automatically. Replies threaded back into conversations.
Webhooks
Push events to your systems — Slack, Teams, PagerDuty, or custom endpoints.
REST API
Full programmatic access. Create tickets, update status, query analytics — all via API.
Vyntech Secrets
SMTP credentials and API keys stored encrypted. Rotated without redeployment.
Trust & Sovereignty
Your data stays in Australia.
Data Sovereignty
Security
Reliability
Compliance
Pricing
No per-agent pricing.
Ever.
Flat monthly pricing. Add as many agents as you need without watching your bill climb.
Starter
Perfect for small teams getting started with structured support.
Business
For growing teams who need full control and visibility.
Enterprise
For organisations with complex multi-tenant or compliance needs.
FAQ
Frequently asked questions.
Everything you need to know before switching to Vyntech Support.
Every organisation gets a completely isolated tenant. Agents, customers, tickets, and settings are scoped by tenant_id. Cross-tenant data access is architecturally impossible — no shared tables, no leaky queries.
Yes. Configure an inbound email address per department (e.g. support@yourcompany.vyndesk.com.au) or forward your existing address. Inbound emails are parsed into tickets automatically. Replies from agents are sent back via email and threaded correctly.
Portal (embedded or standalone), email (inbound parsing + outbound SMTP), and REST API. Each ticket records its origin channel. Live chat and social media channels are on the roadmap.
Define first-response and resolution targets per priority level (urgent, high, medium, low). Attach business hours and timezone. The system tracks whether targets are met and flags breaches. You can have multiple SLA policies and assign them per customer or ticket type.
Absolutely. Configure custom SMTP credentials per department, or use Vyntech's shared infrastructure. SMTP passwords are stored encrypted via Vyntech Secrets — never in plaintext.
The portal uses JWT authentication. You can issue tokens from your own auth system (bring your own identity provider), or use Vyntech Account for managed authentication. Customers see only their own tickets.
Every action — ticket creation, status change, assignment, message sent — is recorded in an immutable event log with actor, timestamp, and context. Built for compliance-heavy environments.
Yes. The multi-assign system supports primary agents, collaborators, and watchers. Internal notes let agents discuss without the customer seeing. Activity logs track every handoff.
Agents authenticate via Vyntech Account (SSO). Infrastructure alerts from Vyntech Cloud can auto-create tickets. SMTP credentials are stored in Vyntech Secrets. Webhooks push events to any external system.
Yes. All data is stored on Australian infrastructure. No offshore replication unless you explicitly configure it. Full data sovereignty for Australian businesses and government organisations.
Stop losing customers to
slow support.
Free tier includes 5 agents, SLA tracking, and a branded customer portal. No credit card required. Live in under five minutes.
Explore All Features →Vyntech Pty Ltd · Australian-Owned & Operated
Your support data. Hosted in Australia. Always.