After months of building, we are ready to open TicketMate to our first beta customers.
If you run an IT team at an Australian business and you are tired of paying per-seat fees to overseas vendors whose data centres are nowhere near this country, this is for you.
Why we built it
The Australian IT helpdesk market is dominated by large overseas platforms. Zendesk, Freshdesk, Jira Service Management. They are capable products, but they come with a set of compromises that Australian teams have quietly accepted for years: per-agent pricing that punishes growth, data stored in the United States or Europe, and enterprise complexity that small and mid-size IT teams do not need.
We built TicketMate because we think Australian businesses deserve a better option. One that is priced fairly, hosted locally, and designed for how real support teams actually work.
What is in the beta
TicketMate launches with a full core feature set. This is not a limited preview or a landing page with a waitlist. If you sign up, you get a working helpdesk on day one.
Ticket management. A clean queue, assignment rules, internal notes, canned responses, file attachments, and a full conversation thread per ticket. Everything your team needs to stay on top of requests.
Email-to-ticket pipeline. Connect your support inbox and inbound emails automatically become tickets. No copy-pasting, no manual triage. Keyword routing rules can assign emails to the right team before an agent even sees them.
Customer portal. Your users get a self-service portal to submit tickets, check status, and reply to updates. Fully branded with your logo and colours on Growth and Enterprise plans.
SLA engine. Set response and resolution targets per ticket type, with automatic breach alerts before things slip. Business hours configuration included.
Custom forms. Build structured intake forms for different request types. Hardware requests, software installs, access provisioning. Collect the right information at submission so your agents have full context before they open the ticket.
Single Sign-On. Portal login via Google Workspace or Microsoft Entra ID using your own OAuth credentials. Available as an add-on on Starter, included on Enterprise.
AI Assistant. Powered by Claude, the AI Assistant lets agents draft replies, summarise ticket history, or walk through a process without leaving the ticket. Available as a metered add-on at $5 per 250 calls.
Pricing
We have kept the pricing model simple.
Starter is $59 per month (or $47 per month billed annually). Unlimited agents, unlimited tickets, one email mailbox, and the full core feature set.
Growth is $149 per month (or $119 per month billed annually). Everything in Starter plus five mailboxes, the advanced SLA engine, custom forms, asset management, email routing rules, and a reporting dashboard.
No per-agent fees. No usage-based surprises. One flat rate, your whole team.
Australian data residency
All customer data is stored in Sydney, Australia. It does not leave the country. We use Amazon SES for email delivery routed through the AP-Southeast-2 region, and our application server sits on a VPS in the same region.
This matters for Privacy Act compliance, and it matters if your organisation has data sovereignty requirements. It is not a marketing claim bolted on after the fact. It is how the infrastructure was designed from day one.
How to get access
We are bringing beta customers on in small batches so we can give each team proper attention during onboarding. If you want early access, head to the contact page and get in touch. We will respond within one business day.
There is no credit card required to start, and beta customers get locked-in pricing for the life of their account.
We are looking forward to hearing what your team thinks.