Client Support
Cases, SLAs, a passwordless Help Center with customer admins, 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.
One link for a client's whole team. Anyone at an approved email domain signs in with a one-time link, opens cases, replies and attaches files — in your branding. Customer admins see every case for their company, set priority, close and reopen, and invite colleagues. Billing lives in a separate Customer Portal for billing contacts only.
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 Help Center. 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 get one Help Center link for the whole company and a separate Customer Portal for billing contacts — both with the same one-time sign-in, no passwords.
Here support shows up in utilization, profitability and payouts — the reports your firm actually runs on.
No. Approve the client's email domain and anyone at the company can sign in to the Help Center with a one-time link sent to their inbox. Nothing to install, no password to reset, no user list to maintain.
Support Cases, the Help Center, SLAs and email-to-case are part of the platform on every plan. Unlimited users applies to your team; client contacts and customer admins 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.