SupportHub vs TicketPro
SupportHub and TicketPro are related, but they should not be described as the same product. TicketPro is the ticket-focused support desk baseline. SupportHub keeps that ticket operations foundation and expands it into a broader customer experience platform.
Short rule: If the work is mainly queue, SLA, requester, case-file, video consultation, and support-desk operations, describe it as TicketPro-style capability. If the work includes live chat, Customer 360, feedback/community/status, AI capability governance, SaaS productization, developer platform, Demo Hub, or advanced CX analytics, describe it as SupportHub.
Comparison Table
| Area | TicketPro | SupportHub |
|---|---|---|
| Core identity | Ticket-focused support desk for ticket intake, triage, SLA ownership, replies, approvals, and closure. | Expanded CX platform that includes support-desk operations plus customer experience, automation, AI governance, SaaS, and developer surfaces. |
| Primary work record | Ticket. | Ticket plus customer profile, live chat conversation, Customer 360 record, feedback item, community topic, status event, success plan, analytics snapshot, tenant, and API resource. |
| Customer channels | Public support form, requester portal, inbound mailbox, and ticket API. | TicketPro-style channels plus live chat to native ticket conversion, feedback and roadmap intake, community, public status subscriptions, and broader portal CX surfaces. |
| AI | Ticket assistance, drafts, classification, summaries, and audit records. | AI Capability Matrix, human-approval guardrails, no auto-send/no auto-close posture, Customer 360 summaries, next-best action, Demo Hub coaching, and platform-wide AI audit runs. |
| Developer platform | Ticket API clients, ticket scopes, webhooks, inbound mailbox payloads, and update endpoints. | Scoped REST and GraphQL surfaces for customers, feedback, community, knowledge, status, automation, analytics, webhooks, and phase 15-25 platform modules. |
| Productization | Support desk packaging, demo mode, readiness, and operations tooling. | Demo Hub, Demo Center, buyer proof exports, SaaS tenancy, tenant branding, custom domains, subscription and usage limits, marketplace/integration surfaces, and advanced analytics. |
How To Describe SupportHub
- Use SupportHub CX platform as the primary product description.
- Mention tickets as the operational foundation, not the entire product.
- Call out live chat conversion, Customer 360, feedback/community/status, AI guardrails, Demo Hub, SaaS productization, REST/GraphQL, and advanced analytics when explaining what makes SupportHub different.
- Use TicketPro as the comparison point for the support-desk layer only.
Implementation Boundary
This page documents positioning only. It does not change routes, APIs, permissions, migrations, or runtime behavior. TicketPro remains a separate application folder and should not be edited when improving SupportHub docs.