A smiling support agent wearing a headset at her desk, with colleagues working behind her

Support Desk

One support desk for your whole team. Customer emails become tickets on their own, each one is routed to the department that owns it, tracked against its response and resolution deadlines, and escalated before either is missed - with reports that show where the time actually goes.

Support Desk Features

  • Email to Ticket
  • Departments and Routing
  • SLA Tracking and Escalation
  • Reports and Performance
Support that runs through a shared inbox has no owner and no clock. An email that two people saw is one that nobody answered, and nobody knows how long customers are waiting until one of them complains.
Desk gives every request an owner, a deadline and a record. The agent sets an estimated resolution time the customer can see, the customer confirms the fix or reopens the ticket with a reason, and every resolved ticket can be rated.
A support agent wearing headphones working at a computer in an open office
A laptop showing a reporting dashboard with charts, next to a mug
Each organisation runs its own workspace, with its own logo and colours, its own support mailbox, staff accounts and permission roles, and sign-in protected by an emailed verification code. Already using it? Sign in to Desk.
Email to Ticket

Connect your support mailbox and every incoming email becomes a ticket, filed under the right service. Replies go out from the same address, so your customers keep writing to you exactly as they do today.

Departments and Routing

Departments and sub-departments, each with its own head and the services it handles. Tickets can be reassigned to another department with a reason, colleagues added as participants, and internal notes kept staff-only.

SLA Tracking and Escalation

Response and resolution SLAs are set per priority and measured against your working hours and days. A ticket close to breaching shows it, and a breached one escalates automatically to your escalation committee.

Reports and Performance

Tickets, response times, resolution times and SLA record by service, department, agent and priority. An audit log records who did what, and when, across the whole desk.