I would like to build a SaaS application. I don’t want to reinvent the wheel, however, I would like to offer similar services to South African’s and other countries at lower price points to make it more affordable. This product must be scalable with different functionalities at different price points. Clients must be able to purchase and activate the services online. I would like to create an application similar to Fresh Desk or Zoho Desk or Zen Desk. It's essentially a ticketing/helpdesk system where clients are able to log calls and track them centrally throughout the month. The application must have a wide variety of features, such as (but not all): • Customisable dashboards • Creating new tickets • Creating new service tasks (booking a callout to site which is also integrated with Google Maps for each client's business address) • Creating new contacts and companies • Must have a solutions page or segment where techies can share resolution articles, FAQS, essentially a typical knowledge base • Must have a forum where internal staff can discuss topics • Must have strong analytics/reporting functionality that can create private reports and be able to share reports • Service tasks must be able to have a shared calendar view so that the entire team can see who is booked out where in the field • Admin page must have all the bells and whistles supported by AI tools to create and manage teams, groups, roles and other important information such as business information, business hours, white label functionality. Other features must also include: o Different communication channels such as phone, email, forms, WhatsApp, social media etc. o Workflows to customize ticket fields, ticket forms, sla policies, automations, notifications, and customer satisfaction surveys o Agent Productivity Canned Responses Pre-create replies to quickly insert them in responses to customers Ticket Templates Allow agents to log new tickets faster by using pre-filled forms for common issues. Scenario Automations Perform a routine set of multiple actions on a ticket with a single click Canned Forms Let agents collect all the required information from customers in one-shot using pre-created forms. Arcade Have agents compete for points, trophies, and badges when they complete key support related activities. Tags Label your tickets, articles, and contacts for better organization and reporting Session Replay Capture context on where customers faced issues on your website or app so agents can view it Average Handling Time Calculate the average time your agents spend on a ticket Threads Cohesive communications approach to collaborate with anyone in a chat-like experience • Another main feature is a must have is the native ability to track billable and unbillable time and have the ability to log time spent on tickets to accounting software specifically, Xero and QuickBooks online, buy creating draft quotations or draft invoices and have the ability to add all the time spent for a specific client for the week or month to a single invoice and not a single invoice per ticket, imagine the client won’t be happy to receive over 200 invoices, one for each ticket, so it must be able to consolidate. Above is just some of the information – I would recommend or suggest contacting me for an initial meeting to discuss. Being a South African, the budget is tight as the ZAR is much weaker than US Dollar or Euros, so it has always been a challenge to take on such dreams. However, I’ve saved and decided this is the year. Coupled with a great marketing strategy, I can’t see how this won’t work; it must! Once this is successful and we can generate income off this project, I have many projects I would like to launch, in the legal industry and the property industry! I’ve been in the Information Technology world all my life, and through the clients we have built over the last years, we have come to learn certain gaps in the market which we would like to service over time.