Client Support
Cases, SLAs, a passwordless client portal and email-to-case — built into the same platform that tracks the time, sends the invoice and pays your team. Not a separate tool with a separate login and a separate bill.
Point your support address at CherryWorks Pro. Every message in that shared Microsoft 365 mailbox becomes a case with a key like ABS-158; replies that carry the key thread onto the same case, attachments included.
Clients sign in with a one-time link sent to their email. They see their open and closed cases, reply, attach files, and read their invoices — in your branding, under your domain.
First-response and resolution targets set per client, counted only inside the hours and timezone you define. The clock pauses when you are waiting on the client. Breaches alert the assignee before they happen.
Hours logged on a case are time entries like any other: approved on the timesheet, invoiced to the client, paid out to the person who did the work. No separate export, no reconciliation.
Internal notes stay internal; client-visible replies go out by email and appear in the portal. Every status, priority and assignee change is on the case timeline.
Connect a Jira site with an API token and import a project — issues, comments and attachments — into cases. The connection is saved and encrypted, so a re-import is one click.
CherryWorks Pro has unlimited users on every plan. Your whole team can take a case.
Here a case belongs to a client with a contract, a project with a budget and a rate card. The hour on the case is the hour on the invoice.
Your clients already have a portal here for invoices and payments. Cases live in the same one, with the same one-time sign-in link.
Here support shows up in utilization, profitability and payouts — the reports your firm actually runs on.
No. A client contact you invite receives a one-time sign-in link by email whenever they open the portal. There is nothing to install and no password to reset.
Support Cases, the client portal, SLAs and email-to-case are part of the platform on every plan. Unlimited users applies to your team; client contacts are not users.
Yes. Connect the Microsoft 365 mailbox that receives it and set it as the support address; CherryWorks Pro reads the inbox and creates or updates cases. Outgoing replies are sent from that mailbox.
Time logged on a case is a normal time entry attached to the client and project. It goes through the same approval and invoicing flow as project time, and the payout to the team member is computed from it.
Issues with their summary, description, status, priority, reporter, comments and attachments, into cases that keep a reference to the original key.
Twenty minutes, your own scenario, no slides.