Dredo
Four ways teams set Dredo up
The product is the same in every case. What changes is how you split teams, which ticket types you create and who is allowed to open a request.
Support teams outgrowing a shared mailbox
Three or four people answering from the same address, with no way to tell what is pending or who replied last. It works until two of you answer the same customer differently.
Shared inbox vs. DredoFreelancers and agencies with several clients
Take Viper Solutions: one person building and maintaining websites and webapps for local businesses. Fifteen clients who all have your mobile number, requests arriving by WhatsApp, email and phone call, and no record of what was agreed.
With a portal per client, requests arrive in one place with the context already attached, and the client can see that their form fix is in progress without calling to ask.
SaaS and product companies
You need a support channel that looks deliberate from day one, with bug reports that arrive complete instead of as "it doesn't work".
Internal teams: IT, HR, operations
Your customers are your colleagues. The requests are laptops, access, holidays and purchase approvals, and they currently arrive by hallway.
By sector, in one line each
The same three building blocks (ticket types, user groups and teams) cover very different businesses. Here's what they usually look like.
Local services and trades
Quote requests, callouts and warranty claims. Ticket types ask for the address and the model up front, so nobody drives out twice.
Online shops
Order status, returns and refunds. A custom field for the order number turns three emails into one, and the portal lets buyers follow their return themselves.
Web and app studios
Site issues, content changes and new features, separated per client so maintenance work stops arriving as favours by WhatsApp.
SaaS and digital products
Bug reports with steps to reproduce, billing questions and feature requests, escalating from first line to engineering by rule.
Clinics, schools and associations
Appointments, documents and enrolment questions, with sign-up restricted so only your own members can open a request.
Property and facilities management
Repairs and incidents per building, with priorities and SLA so the urgent leak doesn't queue behind a parking question.
A day in the queue
What using Dredo actually feels like, from the first coffee to closing the laptop.
Not the whole queue: yours. Assigned to me, sorted by what's closest to breaching its SLA.
Canned responses for the questions you've answered forty times, edited in a line or two.
Reassign, leave an internal note with what you already checked, follow the ticket so you see the outcome.
It leaves your view and comes back when it's actionable, instead of sitting there as guilt.
And if it isn't, you can say exactly what's left and who has it.
Your first hour, in order
Do these five things and you're running. Everything else can wait until you miss it.
Name, logo, colours. This is what customers will see.
The one customers already write to. New mail becomes tickets from then on.
One team is enough on day one. Split later, when it hurts.
The requests you get every week, each asking for the field you always end up chasing.
A first-response time you can actually keep. Tighten it once you can see your numbers.
Not sure which shape fits you?
Tell us how requests reach you today and we'll tell you how we'd set it up. No sales call attached.