BlueHill is a unified customer operations platform that helps teams manage support tickets, automate client onboarding, track projects, and collaborate effectively. It's designed for SaaS companies, agencies, and professional services firms who want to deliver exceptional customer experiences.

BlueHill is built for customer success teams, support teams, agencies, SaaS companies, and professional services firms. Anyone who needs to manage customer relationships, handle support tickets, or streamline onboarding can benefit from BlueHill.

What features does BlueHill offer?

BlueHill offers customer support ticketing, client onboarding workflows, project management boards, a customer portal, team collaboration tools, analytics and reporting, workflow automation, email integration, a form builder, role-based permissions, API access, and webhooks for integrations.

Does BlueHill offer a free trial?

Yes, BlueHill offers a 14-day money-back guarantee with full access to all features. No credit card required to start your trial.

How much does BlueHill cost?

BlueHill offers multiple pricing tiers: a Starter plan at $29/user/month and a Professional plan at $79/user/month (billed annually). Enterprise pricing is available for larger teams with custom requirements.

Is BlueHill a full help desk replacement?

For teams under 30 agents, yes. The Ticket model handles statuses (OPEN/IN_PROGRESS/PENDING/WAITING_ON_CUSTOMER/RESOLVED/CLOSED), priorities, multi-assignee, SLA fields, email threading, tags, and categories. Teams that need IVR routing or omnichannel voice still need a dedicated help desk; everyone else collapses into BlueHill.

How does email-to-ticket work?

Inbound email hits an alias mailbox. BlueHill threads it via email_thread_id, attaches it to the right customer (matched by sender domain or address book), creates a Ticket if one doesn't exist, and notifies the on-call agent. Replies go out via Resend with the thread ID preserved so threading stays clean.

What SLA fields does BlueHill track?

due_date (when the SLA fires), first_response_at (when an agent first responded), resolved_at (when status moved to RESOLVED), and sla_breach_at (when the SLA was breached, if applicable). Dashboards show breach rate by priority, by agent, by category.

Can agents leave internal notes that customers never see?

Yes. The InteractionType enum distinguishes EMAIL_OUTBOUND (customer-facing) from INTERNAL_NOTE (team-only). Internal notes are filtered out of any portal or email query at the API layer — there's no way for a customer to see them.

How do escalation paths work?

Each ticket has a priority and an assigned agent. Reassignment is one click and is logged in the activity timeline. For escalations to managers, the Manager role tier has cross-team visibility. Many teams add an internal-note convention: tag @lead for second-tier review.

How do CSAT surveys work?

After ticket resolution, a Form (post-resolution CSAT template) auto-sends to the customer. Responses land in FormSubmissions and roll up into the analytics dashboard by agent and by category.

Is there a knowledge base?

Public articles and a hosted knowledge base are on the roadmap. Today, teams that need a KB pair BlueHill with a docs tool (Notion, GitBook) and link from BlueHill tickets into the relevant article.

Use case · Support engineers + support leads

BlueHill for support teams

How support teams run reactive ticket queues on BlueHill — SLA tracking, escalation paths, internal notes, CSAT surveys — without buying a separate help desk.

What support teams need, and why most tools half-deliver

A support team's job is bounded by three things:

Volume — how many tickets land per agent per day.
Latency — how fast first-response and resolution happen.
Quality — CSAT, internal escalation rates, post-resolution churn.

Most support tools optimize one of these well. Few optimize all three without bolt-ons. BlueHill's bet: collapse the help desk, the internal-notes layer, the customer portal, the CSAT survey, and the time tracker into one record per customer — so context-switching disappears.

The Ticket model in plain English

Every support ticket on BlueHill is a Ticket record with:

A status drawn from a closed enum (OPEN, IN_PROGRESS, PENDING, WAITING_ON_CUSTOMER, RESOLVED, CLOSED)
A priority (low / medium / high / urgent)
One or more assignees
SLA fields: due_date, first_response_at, resolved_at, sla_breach_at
An email_thread_id so inbound replies thread cleanly
Tags + categories for routing and analytics
A source (email, portal, API, manual)
A link to the customer (auto-enriched on inbound)

The fact that this lives inline next to the customer's onboarding state, time entries, and full interaction history is the whole point — your agent sees the full account context before responding.

Reactive flow: an email arrives

Inbound — an email lands at support@your-domain.com.
Routing — BlueHill matches the sender to a customer (or creates one), creates a Ticket if no open thread exists, and attaches the email as an EMAIL_INBOUND interaction.
Notification — the on-call agent gets a webhook + in-app notification. SLA clock starts.
Triage — agent reads the ticket, adds tags/category, escalates priority if needed.
Response — agent replies via the ticket interface. The reply goes out as EMAIL_OUTBOUND via Resend with the original thread headers preserved.
Internal context — if the agent needs help, they leave an INTERNAL_NOTE and @mention a senior agent. The customer never sees it.
Resolution — agent moves status to RESOLVED. resolved_at stamps. A post-resolution CSAT form auto-sends.
Activity timeline — every state change appended to task_activity for audit + analytics.

SLA dashboards that don't lie

The SLA dashboard pulls directly from the activity log:

First-response rate — (tickets where first_response_at - created_at < SLA target) / total
Resolution rate — same math against resolved_at
Breach distribution — tickets where sla_breach_at is set, broken out by priority, by agent, by category

Because the math runs against the actual event log (not a separate SLA tracker), it's audit-proof. You can't fudge first-response by editing a spreadsheet — the event happened, or it didn't.

Internal notes — the support team's superpower

Support escalations are 50% about coordinating internally, not about talking to the customer. BlueHill's internal-notes layer (InteractionType.INTERNAL_NOTE) is filtered out of every customer-facing query.

Real examples support teams cite:

"Customer is on the legacy billing plan — be careful quoting new pricing"
"Engineering says this is a known issue, ETA tomorrow's release"
"This is the third ticket from them this month — let's get on a call"

These never leak. The filter is at the API layer, not the UI — it's not a "don't show this checkbox" toggle; the internal interactions never reach a portal query.

Escalation paths

Three layers, mapped to the role tiers:

Tier-1 agent (Member role) — handles the ticket, leaves internal notes.
Tier-2 senior agent (Team role) — @mentioned when tier-1 needs help. Has cross-customer visibility within the team.
Manager — full visibility across the support org, escalation owner for VIP customers, can reassign across teams.

The reassignment is logged. Time-to-escalation becomes a real metric.

CSAT — from form to analytics

After resolution, a form (your CSAT template) is sent. Customer rates 1-5 + free-text. The submission lands as a FormSubmissions row linked back to the ticket and customer.

Roll-up views:

Agent CSAT — average per agent
Category CSAT — which categories drive bad reviews
Trend — is CSAT improving month over month
Tickets with detractor responses — automatically flagged for manager review

A representative day

9am: queue review. Open the dashboard. 14 open tickets, 3 in WAITING_ON_CUSTOMER, 1 SLA-at-risk in the next 2 hours. Triage the at-risk one first.

10am-12pm: clear the queue. Most tickets resolve in 2-3 interactions. Internal notes capture decisions: "checked logs, reproduced, sent fix steps." Two tickets get @mentioned to engineering — the activity timeline records the handoff.

1pm: standup. The team dashboard shows yesterday's resolution rate, average first-response time, and any breached tickets. A 5-minute review surfaces the categories driving rework.

Afternoon: a customer escalates an outage. The Manager opens the customer record, sees the last six months of tickets, the active subscription, the executive sponsor on file. Calls the customer with full context — not "let me pull up your account."

End of day: log time entries (most auto-captured via the auto-stopwatch). The day's tickets are all in the activity log.

Outcomes teams report

After 90 days on BlueHill (averaged across teams switching from a separate help desk + a separate CSM tool):

First-response time: 4.2h → 1.6h
Resolution time (medium priority): 18h → 9h
CSAT: 4.1 → 4.5
Internal-note ratio (notes : customer replies): 0.7 → 1.6 (more team coordination, less leakage)
Tickets per agent per day: 22 → 31

Pricing for support teams

Most support teams land on Professional ($79/user/month) for SLA tracking, full status reports, CSAT forms, and the customer portal. Smaller teams (under 10 agents, mostly email-driven) can run on Starter ($29/user/month) and add the portal later.

See pricing · Read customer stories

What this replaces

Support teams arriving at BlueHill typically replace:

A help desk (Zendesk, Freshdesk, Intercom, Help Scout)
A CSAT survey tool (Delighted, SurveyMonkey)
A separate "internal handoff" channel (Slack DMs that lose context)
A spreadsheet for SLA tracking

The consolidation reduces tooling cost, but the bigger win is one customer record instead of four — agents stop tab-hopping.