Built for Agencies
A helpdesk built for agencies juggling support across every client
Your account managers are answering client requests in five inboxes, a shared Gmail, Slack, and the occasional text. AMW Helpdesk pulls every client's support into one queue — on the same record as their projects, invoices, and deals — with AI that drafts the reply so your team approves and sends. It's the helpdesk we built to run our own agency.
Why agency support gets messy fast
- Client requests arrive across separate inboxes, shared mailboxes, Slack, and text — so nothing is in one place and things slip.
- The helpdesk has no idea who the client is. Tickets sit apart from the deals, projects, and invoices your team actually needs to answer well.
- Only the account manager who lived the history can reply, so coverage breaks the moment they're out — and onboarding a new AM means re-learning every account.
- Per-agent pricing on Zendesk or Freshdesk punishes you for adding the team members who handle overflow, right when you're scaling.
- You're paying for a separate support tool that doesn't talk to your CRM, so the same client conversation lives in two systems and neither is complete.
One queue, every client, full context
Every client request in one queue
Email, live chat, and web forms across all your accounts become tickets in a single inbox — assigned, prioritized, and visible to the whole team, not buried in one person's mailbox.
Tickets sit on the client record
Because helpdesk lives inside AMW CRM, each ticket is attached to that client's deals, projects, invoices, and history. Anyone can answer well because the full relationship is right there.
AI drafts the reply, your team approves
Sheri reads the ticket, pulls the client's real past answers, and writes a ready-to-send reply in your agency's voice. Every send gates on a human tap — no agent emails a client on its own.
Coverage that survives an AM being out
When the full history is on the record and replies are drafted for you, any team member can step in. PTO, overflow, and new-hire ramp stop being a support gap.
No per-agent bill
Helpdesk is included in AMW CRM, so adding the people who handle support overflow doesn't add a per-seat support charge on top of a separate Zendesk or Freshdesk plan.
One tool, not two systems
Support, sales, and delivery share one workspace and one client record. The conversation isn't split across a CRM and a help desk that don't talk to each other.
How it works
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1
Connect your client channels
Point your support email, chat, and intake forms at AMW Helpdesk. Requests from every account flow into one queue, each matched to the right client record.
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2
Sheri triages and drafts
Each new ticket is read, attached to its client, and given a drafted reply grounded in that account's history and your past answers.
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3
Your team approves and sends
An account manager reviews the draft, edits if needed, and sends — every customer-facing reply has a human in the loop.
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4
Everything stays on the record
The full thread lives on the client's record next to their deals, projects, and invoices — so the next reply, from anyone, has complete context.
Frequently asked questions
- Is this a separate product from AMW CRM?
- No. AMW Helpdesk is the support and ticketing capability of AMW CRM — same workspace, same login, no extra subscription. It earns its own page because agencies often shop for a Zendesk or Freshdesk replacement specifically, but it's one tool with your CRM.
- How does it handle support for many different clients?
- Every incoming request is matched to the right client record automatically, so a single shared queue still keeps each account's history, projects, and invoices attached to its tickets. Your team works one inbox without losing per-client context.
- Does the AI send replies to our clients on its own?
- No. Sheri drafts the reply and a member of your team approves and sends it. Every customer-facing action gates on a human — the AI removes the blank-page work, not your judgment.
- How is pricing different from Zendesk or Freshdesk?
- Those tools charge per support agent. AMW Helpdesk is included in AMW CRM, so adding the team members who cover overflow doesn't add a separate per-seat support bill on top of your CRM.
- Can we migrate from our current help desk?
- Yes. Our team scopes the migration with you as part of setup and handles the connection end to end — we onboard you on Slack for the first few weeks so you have a working setup from day one, not a half-configured tool.
- Why did AMW build a helpdesk for agencies specifically?
- Because we are one. AMW has run client services for over 25 years, and AMW Helpdesk is the tool we built to run our own support inside our own CRM. The agency pains here — scattered inboxes, AM-dependent coverage, support split from the client record — are ones we lived before we solved them.
AMW Suite · Early Access
See it working for agencies.
Our team scopes your setup, handles the migration, and walks you through it — you start with a working system, not an empty workspace.