One button between your client
and the answer.
Need Help routes a client's question straight to the PM on that project — with a safety net to admins if the PM's out. No forms, no priority dropdowns, no support inbox to manage.
Support, without the help desk.
Three rules: clients own the question, the PM owns the answer, admins are the safety net.
Client-initiated, project-scoped.
The Need Help button lives in the client's topbar. They pick a project they have access to, describe the issue in a rich-text editor, and submit. A thread is created automatically with the right members already in it.
Routed to the PM, with a safety net.
The project's assigned PM is added to the thread — as long as they're still an active org member with project access. If the PM's out or no longer has access, the request routes to all company admins in the org. Nobody falls through the cracks.
Tagged as support.
The thread gets a “Support Request” pill on every view. Notifications are marked Important, so the PM sees it immediately — not at the end of a batched email digest.
Need Help, answered
Built for agencies. Over-engineered for honesty.
Every decision in Progense exists for one reason: to tell the truth about where your projects actually are. Not to make you look good on a Monday morning slide. To show you — and your clients — reality.
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