It's looking very nice, clean UI.
Here's my feedback, I used to run a dev team who also handled firstline support.
BTW, I found it very confusing on how to log a support call to play around when I first signed up. Obviously the tour's not working but it's certainly not obvious at first glance.
If I were in the market, these would be show stoppers at the moment for me:
I should not have to refresh the page to find out if there any new calls. It should poll for new calls and new responses on the dashboard. Using chrome, could be bug.
I need to know the number of threads where I wasn't the last person to respond, the total open calls is not so important. Logically those are the ones I need to take action on asap as the client is awaiting a response. It's still very important as an indicator for 'action needed!'. I know from experience that support staff will respond immediately with a bullshit 'thanks, I'm looking into it' if you incentivise on this metric. Then again I think incentives are bs.
Visually it is very hard at a glance to see how long a call has been open for or when it was logged. For simple inhouse targets/performance this is important. For SLAs even more important.
No attachments like screengrabs?
Some other issues/feature requests:
How do I as a support person log a call from a client? There doesn't seem to be an ability to log a call on behalf of a client phoning in. (unless you log it with a different unauthenticated browser)
It is visually hard to distinguish between my responses and the clients. The faded blue bar is not working as a good visual clue, it only shows the start of my response, the clients next response flows into it too easily.
I would need to be able to classify calls with my own categories (we had a load but I can remember bug, upgrade problem, config issue, training needed, client's a douche (worded more diplomatically). We wouldn't tell the client how it had been classified.
I will never need to see the total number of closed threads.
I may need to see the total I closed that month (as a target).
No admin report on how each support staff has done. No reports on calls per client, etc.
As a client entering a support call, when you tab into each box the cursor does not appear in the text box until you start typing. This is alien textbox behaviour. I'm an outlier as I touch type and didn't use the mouse, so not a major UX problem, just a bit odd. Certainly made me double-take. So many websites get it wrong in terms of moving focus to a useless 'what's this?' icon next to the textbox that I had automatically pressed tab again and then was in the wrong box.
Nowhere for client to put a phone number, sometimes it's just easier to phone to understand what's going on. Some companies may not want this though I guess.
Seeing the thread of a conversation and having to scroll all the way down to respond is a bit irritating. See how it works out in UX tests, but putting a reply box at the top as well could be useful (I found that 90% of the work on a support call was done outside of the support the system for an IT company). It depends if you're dealing with high vloume calls I guess.
Why does it have 'add your reply above the date line' in the email response sent to client? Seems a bit arbitrary. Do some email clients still put your response below the original emails?
Also signup was a little annoying as it didn't detect my timezone, I'm English dammit, not American. Also it incorrectly lists London's Timezone as GMT+0:00 when we're actually GMT+1:00 at the moment. Yes, pedantic ;)
I'm not in the market and I work in the software industry, so take all my feedback with a pinch of salt!
I wish you all the best! Looks like a solid product with a good design.