A change or issue on existing work
Ticket
A bug, a broken integration, a change to something you already shipped.
For software and IT service companies that support and build for clients. Every client’s tickets and feature requests in one numbered queue — from your portal, email, a widget on your site or your API — worked through sprints and billed from the hours logged.
Published findings, not vendor claims. Each figure names its source.
Of projects delivered on time, down from 80.2% in 2021 — while project overrun rose 18% year on year.
SPI Research · 2025 Professional Services Maturity Benchmark (403 firms)
The statutory payment window in India. Past it, your client owes interest — if anyone is tracking the date.
MSMED Act 2006, sections 15–16
Every ticket follows the stages your practice already uses, in your words. A step cannot be skipped, a stage cannot be entered with its details missing, and each role does only its own part.
An email to support. A message in a shared channel. A bug a developer heard about on a call. Three reports, three places, one never logged.
Your team gets its own intake address, an embeddable widget with annotated screenshots and screen recording, and a public API — a report arrives and the ticket exists, matched to the client by their email domain and acknowledged with a reference. Same queue, same clock.
Each new ticket is assigned as it arrives: by the rules you set, to the person who looks after that client, or in turn around the team. Anything no rule matches waits in the queue, and intake is told.
A bug, a broken integration, a change to something you already shipped.
Something the client wants built next — scored and approved before it reaches a sprint.
Both sit in one numbered queue. Your clients raise either from the portal; your team raises them from anywhere. Email intake and the API are on Team and Agency. Open tickets and feature requests come across from a spreadsheet, up to 100 rows per import, on Team and Agency.
Needs before entering: Assignee
Needs before entering: Resolution notes
A ticket can also close as Won't fix or Duplicate.
New → Resolved
“A ticket must be worked and tested before resolution.”
The words your team sees when they try it.
Full access to everything in the workspace.
Works tickets, features, projects and sprints; logs time.
Everything a developer does plus invoicing, retainers, deliverables and billing setup.
Sees workspace data; changes nothing.
Switch on slicing for a role and its members see only the portfolios, clients or projects you assign them, enforced on the server, not hidden by a filter.
Keep a named person away from any client: they stop seeing it in every list, search and report.
Every role is a set of permissions you can edit under Team → Roles, and Klientele will not let a change lock the last person who manages roles out of the workspace.
A daily check tells the lead on a project when its budget is running out, its end date is close, or a deliverable or billing milestone comes due. Each warning is sent once per crossing, not every morning.
Half the interruptions in a working week are clients asking where things stand. Give each Client User their own login, and let the portal answer.
They raise tickets and feature requests from the portal or the widget on your site, and follow each one through your stages.
Deliverables waiting on them: they accept, or request changes with a note and files. Every round stays on the record.
Where you bill in stages, let them approve each milestone in the portal: approving it drafts that milestone’s invoice (Team and Agency).
The shared conversation on each ticket, their invoices, and a monthly recap of what was resolved and shipped. When they reply to one of your emails, the reply lands on the same ticket.
Retainers for support hours, fixed fees and milestones for builds, and every hour logged against a ticket ready to bill.
Retainers start on Team. Every plan covers the queue, deliverables, time tracking and invoicing.
You won't migrate to a 'real' system later. The one you start on is the one that scales.
Every ticket numbered in one queue, a request button on your website, deliverables, a full export of your data and invoices, without an office manager. One seat, 10 clients. Retainers that count their own hours, the intake email address, weekly capacity plans and custom fields start on Team.
Solo · ₹3,999/moFive seats and 50 clients. Retainers that count their own hours, the intake email address, weekly capacity plans and custom fields, in one place instead of one person’s memory.
Team · ₹11,999/moUp to 20 seats and unlimited clients, plus a tamper-evident audit log kept for a year: the record your profession expects.
Agency · ₹29,999/moFive seats: Developer and Business Analyst each take one, as does anyone else on staff who signs in; client logins don’t. 50 clients, plus retainers that count their own hours, the intake email address, weekly capacity plans and custom fields. 14 days with everything unlocked: decide after you have run a real ticket through it. Prices include GST.
Bring your open tickets and feature requests across by spreadsheet import (Team and Agency, up to 100 rows at a time). Because the vocabulary and workflow are already right, your team is not learning a new mental model — and the trial unlocks everything, so you prove it before you commit.
Each workspace is fully isolated, and every ticket keeps its own history of who changed what. A Client User sees only their own client’s tickets, never another client’s.
Good — Klientele conforms to it. Rename stages, reorder them and edit roles in the workflow editor and under Team → Roles. It starts with a sensible default for your trade and gets out of your way.
Start smaller and grow into the rest without ever changing systems. The trial has everything on, so you can feel the ceiling before you pay for it.
Request to invoice, end to end, in an afternoon. Fourteen days, everything unlocked, no card.