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 set up, and who's allowed to open a request.
Support teams outgrowing a shared mailbox
Three or four people answering from the same address. Nobody can tell what's still open or who replied last. It works until two of you answer the same customer differently on the same day.
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, all of whom have your mobile number. Requests come in by WhatsApp, email and phone call, and there's no record of what was agreed.
Give each client a portal and the requests land in one place with the context already attached. The client can see their form fix is in progress without calling to ask.
SaaS and product companies
You want a support channel that looks deliberate from day one. And bug reports that arrive complete, not as "it doesn't work".
Internal teams: IT, HR, operations
Your customers are your colleagues. The requests are laptops, access, holidays and purchase approvals. Right now they reach you in the hallway.
By sector, in one line each
You build from the same handful of pieces every time. Ticket types, user groups and teams add up to something very different from one business to the next.
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 buyers track their own return in the portal.
Web and app studios
Site issues, content changes and new features, kept separate per client so maintenance stops coming in as favours over WhatsApp.
SaaS and digital products
Bug reports with steps to reproduce, billing questions and feature requests. Each one escalates from first line to engineering by rule.
Clinics, schools and associations
Appointments, documents and enrolment questions. Sign-up is 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 a day on Dredo looks like, hour by hour.
Not the whole queue, just yours. Assigned to me, sorted by what's closest to breaching its SLA.
Canned responses for the questions you've answered forty times. Edit a line and send.
Reassign it, leave an internal note with what you already checked, and follow the ticket so you see how it ends.
It leaves your view and comes back when there's something to do, instead of just sitting there.
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. The rest can wait until you miss it.
Name, logo, colours. This is what customers will see.
The one customers already write to. From then on, new mail becomes tickets.
One team is plenty on day one. Split it later, when it starts to hurt.
The requests you get every week. Have each one ask 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 one fits you?
Tell us how requests reach you today and we'll tell you how we'd set it up. No sales call attached.