JBMOnboard360 / Franchise help desk
Franchise help desk
A franchise help desk so franchisee requests stop getting lost in email.
JBMOnboard360 gives headquarters a franchise help desk built for locations. Franchisees raise cases, requests and changes to HQ; your team works them with SLA clocks, escalation from Tier 1 to Tier 2 to manager, and approval steps with a rollback plan. Location staff who raise cases are free.
Why a generic help desk falls short
Franchisee support is not customer support
Most help desks are built for a company answering its customers. Franchise support runs the other way: dozens or hundreds of locations asking one HQ team for help, approvals and changes. The ticket is only half the story. Your agent also needs to know which location is asking, who its account manager is, how healthy it is, and whether it is about to open or about to churn.
That is why JBMOnboard360 keeps three record types instead of one, and ties each of them to the location's Account 360.
Three record types
Cases, requests and changes, each handled the right way
CSCases
Something is broken or a question needs an answer. Cases carry a priority from P1 to P4, an SLA clock, and escalation from Tier 1 to Tier 2 to manager when the clock runs down.
REQRequests
A location needs something done: a new user, a menu or service change, new equipment. Requests are tracked to done, so nobody has to chase HQ by email.
CHGChanges
Something at one location, several locations or the whole brand is about to change. Changes need approval steps, a rollback plan and a scheduled window before anyone touches them.
Example request flow
A price change for 12 locations, start to finish
Here is how a typical franchisee request moves through the franchise help desk. The names are made up; the steps are how the product works.
- The location raises a requestThe manager at the Austin location asks HQ to update the price of a service on the menu for all Texas locations. Raising it costs nothing; location staff don't need a paid seat.
- HQ triages itA Tier 1 agent sees it next to the location's Account 360: its account manager, health score, contacts and open cases. Because it touches 12 locations, the agent turns it into a change.
- The change gets a planThe agent records the scope (12 locations), the risk, a scheduled window (Monday 6 a.m., before opening) and a rollback plan (restore the old price list if bookings show the wrong price).
- Approvals in orderYour approval rule sends it to the regional ops manager, then marketing. Each approval is logged with who signed and when. A rejection sends it back with a reason.
- Implemented in the windowThe change moves from scheduled to implementing to completed. If something goes wrong, it is marked rolled back and the rollback plan is already written down.
- Closed and visibleThe Austin manager sees the change completed. HQ sees it in the location's history, and the brand dashboard counts it in support volume.
SLA targets
A franchise support SLA table you can copy
You set your own SLA targets in JBMOnboard360. These are sensible starting points for an HQ team supporting locations during business hours. Adjust them to your hours and staffing.
| Priority | Franchise example | First response | Resolution target | Escalates to |
|---|---|---|---|---|
| P1 Critical | A location can't open or take bookings | 15 minutes | 4 hours | Tier 2 at once, manager at 1 hour |
| P2 High | Key equipment down, one service unavailable | 1 hour | 1 business day | Tier 2 at 4 hours |
| P3 Normal | New user, menu update, report question | 4 business hours | 3 business days | Tier 2 at 2 days |
| P4 Low | Suggestions, "how do I" questions | 1 business day | 5 business days | Manager review weekly |
Example targets only, not product defaults or a guarantee. For more templates, see our help desk SLA examples.
What else is included
The rest of the franchisee support toolkit
- Knowledge base. Publish how-to articles once, so every location finds the answer before raising a case.
- Macros and internal notes. Canned replies for common questions, and notes that only HQ can see.
- CSAT. Locations rate each resolved case, so you can see which teams and topics leave franchisees unhappy.
- Dashboards by location. Open cases, SLA breaches and request volume per location, plus a brand-wide view.
- Account 360. Every case sits on the location's record with its health score and history. Read more in our franchise CRM overview.
- New openings. Go-live tasks in a location onboarding plan can raise a change, so openings and support run in one place.
Franchise help desk pricing
On Enterprise (10 or more locations, from $349 per location per month, billed annually), the Support CRM for HQ is included with 5 agent seats. On its own, Support CRM is $115 per agent per month billed annually, or $139 monthly. In both cases, location staff who raise cases are free.
Worked example: a brand with 40 locations and 4 HQ support agents that uses only the help desk pays 4 × $115 = $460 per month billed annually. All 40 locations raise cases at no extra cost. The same brand on Enterprise pays from 40 × $349 = $13,960 per month and gets the help desk plus the CRM, scheduling, forms and dashboards at every location. Prices are on the pricing page.
When this isn't the right fit
If your support team mainly answers end customers by phone, needs SMS, or depends on a long list of integrations, a dedicated contact-center or customer-service platform is a better match. JBMOnboard360 has no phone answering or SMS in the US. Compare the tradeoffs on our Zendesk alternative page or read about an internal help desk for staff requests.
Questions
Franchise help desk questions
How do franchisees raise tickets to HQ?
Location staff raise a case, request or change from their own JBMOnboard360 account. It is tagged to their location automatically, so HQ sees it next to that location's Account 360. Raising cases is free for location staff.
What is the difference between a request and a change?
A request asks HQ to do something routine, such as adding a user or ordering equipment. A change alters how one or more locations work, so it needs approval steps, a rollback plan and a scheduled window before it is carried out.
Can we route cases by location or region?
Every case carries its location, and HQ dashboards break support down by location. Ask in the consultation how to set up your groups and rules for regions.
Do location staff need a paid seat?
No. Team members who raise cases are free. You pay for the HQ agents who work them: 5 agent seats are included on Enterprise, and Support CRM alone is $115 per agent per month billed annually.
Can we move over from Zendesk or Freshdesk?
Yes. Data migration is included on Enterprise. On other plans the team walks you through importing, and after the free consultation we set up a trial with your own data.
Keep reading
More for franchise ops teams
Prices are JBMOnboard360's published US prices as of October 2026. Zendesk and Freshdesk are trademarks of their owners. JBMOnboard360 is not affiliated with them.
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