Agencies don't have a support department — the people answering client requests are the people delivering the projects. Pinboard puts tickets, chat, and delivery in one workspace.
Client requests arrive by email, chat screenshot, and 'quick call.' Somebody pastes them into the project tool, somebody else forgets, and the client asks for a status update you don't have. A real help desk fixes the intake problem — but a separate help desk product creates a new one: support now lives in a different system than the work it generates. Pinboard's service desk is an app inside the workspace, so the ticket, the board item that resolves it, and the hours it took are one connected record.
1Did anyone see Dana's email?
Requests arrive by email, chat, and hallway — no queue, no owner, no SLA. Something slips, and the client notices first.
2I thought you replied to that.
A standalone help desk means retyping tickets as to-dos in another tool, syncing status by hand, and answering "is this done?" twice.
3Is this covered by the retainer?
The hours spent on "small asks" never reach a timesheet, so scope creep stays invisible until the retainer's gone.
The route
Station by station.
A help desk that lives with the work.
01 · Intake
Every request becomes a ticket with an owner and a clock
Public intake forms give each client a place to file requests. Tickets carry priorities, categories, SLA targets, and assignment groups — so the queue is the single source of truth.
Public intake formsA branded form per project or client — no login required to file a request.
SLAs and priority queuesResponse targets that are visible, tracked, and impossible to quietly miss.
Assignment groupsRoute design requests to designers and billing questions to the PM automatically.
Tickets
Total 9Open 3Pending 1Resolved 4
LKL-T35
Invoice PDF shows old logo
Jordan Avery · General
Open2 days agoMR
LKL-T34
Add teammate to portal access
Sam Ortiz · IT Support
Pending4 days agoSO
LKL-T31
Question about March invoice
Jordan Avery · General
ResolvedmetMR
LKL-T30
Reset SSO for finance team
Sam Ortiz · IT Support
ResolvedmetSO
02 · Live chat
Chat that answers first, escalates gracefully
An embeddable chat widget starts with an AI agent grounded in your knowledge base and hands off to a human with the full transcript when it should.
AI-first responseCommon questions get answered from your KB before anyone is interrupted.
Human takeoverOne click brings a person into the conversation with complete context.
Waiting 2
RCRiley ChenIs there a bulk import?0:48
OHOmar HaddadMy invite link is broken2:10
Dana Liu · Lakeline Live
The invoice still shows our old logo. Can you swap it before month end?
Yes, the new one is going on now. I’ll send a fresh PDF in a few minutes.
Perfect, thank you!
03 · Connected
From ticket to board to timesheet without retyping
A ticket links to the board item that fixes it and the time logged resolving it — because they're the same workspace, the same client, the same records.
Tickets next to projectsThe request and the delivery work share one client context.
Hours land on the timesheetTime spent on requests is tracked like any other work, so it can be billed like any other work.
Week of Aug 3
Mon – Sun · Lakeline Outfitters
Logged 29h·Billable 24.5h
✦
3 suggested entries for Tuesday
From the portal board, ticket 35, and the invoice review
Shipped the portal order-status page and closed ticket 36Lakeline · Implementation2.5h
Replaced the invoice PDF logo and replied on ticket 35Lakeline · Support1h
Invoice redesign review with JordanPortal · Design1.5h
Questions
Good questions, straight answers.
What it costs
Pinboard's published monthly prices are per user: Pinboard $12 (content, wiki and project chat rooms), Pinboard + Meetings $19 (adds hosting group video meetings and screen share), Service Desk $29 on top of a Pinboard seat ($41 together) and CRM $15. Everything is $49 per user per month, with AI as an optional $12 add-on that needs an app seat. Anyone in a workspace that pays can view its content, send direct and group messages, join voice huddles and take 1:1 calls at no charge. Editing needs a seat, and viewers get no editing, export or AI. Review the charges at checkout before subscribing.
Whatever channel suits them: a public intake form (no account needed), the chat widget on your site, or email. Your team works the queue inside Pinboard; clients get updates without needing to learn your tooling.
Do agents need a separate support tool login?
No — the service desk is an app in the same workspace as projects, docs, and timesheets. The person answering the ticket is one click from the project it belongs to.
What does Pinboard cost?
Early access requires a paid subscription. Billing starts at checkout; there is no free plan or free trial. Pinboard's published monthly prices are per user: Pinboard $12 (content, wiki and project chat rooms), Pinboard + Meetings $19 (adds hosting group video meetings and screen share), Service Desk $29 on top of a Pinboard seat ($41 together) and CRM $15. Everything is $49 per user per month, with AI as an optional $12 add-on that needs an app seat. Anyone in a workspace that pays can view its content, send direct and group messages, join voice huddles and take 1:1 calls at no charge. Editing needs a seat, and viewers get no editing, export or AI. Review the charges at checkout before subscribing. See the pricing page for billing details.
Can I use my own AI assistant with Pinboard?
Connect a compatible AI assistant to Pinboard's hosted MCP server to create board items, query boards, file tickets and log time. Actions use your Pinboard account and permissions; available tools depend on the current server and client support.