What ActiveQ covers today, and what it doesn’t
This is the full list: what ActiveQ does today, what it does not do, and what we plan to build. Check it against your own requirements before you start a trial, and write to support@activeq.app if something you need isn’t here.
What ActiveQ does
- A ticketing desk with a live queue, saved views, internal notes, macros, ticket merging, automations and approvals. Presence on a ticket shows who else is viewing it or typing a reply.
- SLA management: response and resolution targets by priority, team or client organization, business hours and holidays, a pause status such as waiting on the customer, escalation steps and a live countdown on every ticket.
- Client and employee portals with their own branding, ticket form, wording and sign-in method, so each client can have a portal of their own.
- A knowledge base with versions, a review workflow and a choice of audience, a help center for signed-in portal users, and suggested articles on tickets.
- Reports and dashboards: 19 ready-made reports and a builder with 30 metrics, saved or shared, and exported as a PNG graphic, a PDF or a CSV file.
- AI assist that runs only when a staff member clicks, with a person reviewing every result: summaries, triage suggestions, suggested replies, translation, polish, resolution notes and help-article drafts.
- Light ITSM: incidents, requests, approvals and tasks, with problem and change as ticket types you link to other tickets (see ITSM-lite).
- Two channels: the customer portal and email (see the email-to-ticket guide).
- A REST API with keys that act with a role you choose, signed webhooks with a delivery log, and CSV import for contacts and organizations (see API and webhooks). Zapier (invite-link app) connects ActiveQ to other apps in beta.
- Custom roles and permissions, an audit log and workspace data separated at the database (see security).
- One flat monthly price per group of agents, a 14-day trial with every feature and no card, and clients who are always free (see pricing).
What it doesn’t do (yet or at all)
Channels and integrations
- Customers reach you through the portal or by email. ActiveQ has no chat or phone channel.
- ActiveQ has no native prebuilt integrations with other tools yet. It has the REST API and signed webhooks, and it can connect to other apps through Zapier (invite-link app). That app is in beta and is shared by private invite link: you add it to your own Zapier account, then confirm it inside your workspace, with no API key to copy. It is not in Zapier’s public app directory yet.
Product scope
- ActiveQ is light ITSM, not a full ITSM suite. It has no asset management, CMDB, dispatch or field service.
- ActiveQ is not a PSA. It doesn’t invoice or bill your clients, and it isn’t remote monitoring and management (RMM) software.
- There is no permanent free tier. The 14-day trial is read-only if nobody subscribes when it ends.
Knowledge base, AI and reports
- There is no public knowledge base. The help center is for signed-in portal users, and no article is shared between workspaces.
- AI doesn’t answer questions from your knowledge base articles. Staff trigger every AI run, and requesters never see AI buttons.
- Reports are not emailed on a schedule, clients can’t see them in a portal, and they don’t include hours or time-spent metrics.
- Escalation steps notify your people, reassign and change priority, but they don’t email the requester. The one-step holiday set covers US federal holidays only.
Company and sign-up
- No security certification, such as SOC 2 or ISO 27001, is held today. The security page describes current practice.
- Sign-up and billing are for businesses in the United States. People anywhere can use a portal that a business has set up. The database is hosted in the United States.
Coming soon
- Time tracking and contracts, with timers on every ticket and included hours and a billing log per client Coming soon
- Ticket import. CSV import for contacts and organizations is available now. Coming soon
- Custom portal domains, to serve a portal from your own domain. Portals use an activeq.app address today. Coming soon
- AI answers drawn from your knowledge base articles Coming soon
Roadmap
The Coming soon items above are plans, not features, and they have no promised dates. The changelog is the record of what has shipped. If one of these decides whether ActiveQ fits you, tell us at support@activeq.app.