Customer support, inside Route5

Overview⁠

Hipporello adds a customer-facing service desk to your Route5 workspace. Customers submit requests through a custom-branded portal, forms, or email and each request becomes a Route5 issue where your team can manage and reply directly. All communication is centralized around the Route5 issue: customers see updates in their portal or inbox and can reply back through either channel, keeping the full conversation in one place.

How it works⁠

Hipporello connects directly to your Route5 workspace and creates issues from customer-submitted forms and incoming emails. Each submission becomes a Route5 issue assigned to the team and project you configure, with all customer context including attachments, form fields, message history, and contact/company records attached from the start. A built-in company and contact database tracks every requester so your team has full history across requests.

Your team replies to customers from within the Route5 issue itself. Customers receive updates via email or through their portal and can respond through either channel. Automations handle repetitive work: send customized acknowledgment messages on submission, route issues by type, escalate based on SLA timers, and trigger follow-ups. Email footer and signature settings let you control branding on every outgoing message.

A custom-branded end-user portal gives customers a single place to submit requests, browse knowledge base articles, and track the status of open tickets. The portal is fully customizable with your logo, colors, domain, and layout so it looks like part of your product, not a third-party tool.

Configure⁠

Only admin team members can set up Hipporello.

• Go to admin.hipporello.com/onboarding/route5 and authorize your Route5 account.
• Select the Route5 team or project you want to use as your service desk destination.
• Click Manage App and approve permissions for issue creation, data sync, notifications, and workspace access.
• Once complete, you are redirected to the Hipporello Admin Panel.
• Configure forms, set up email integrations, customize your portal, and manage access controls.
• Default forms are provided so you can start collecting requests immediately.