Nothing lands in one person’s inbox
Mail to the desk becomes a ticket with an owner, not a message somebody forgot to forward.
Support desk
A desk your customers can actually reach
Tickets from email, the website chat or the customer’s own portal, routed by rules you write, with reply targets that are measured.
What changes
Support desk, once it is in one place
The clock is honest
Reply targets count working hours against your own calendar, not wall time over a weekend.
The customer sees only their side
Internal notes stay internal. That line is applied in one place and cannot drift.
It knows who they are
A ticket from a customer carries their invoices and their deals, because it is the same record.
How it works
Four steps, and then it runs
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01
Point the mailbox
support@yourcompany becomes the desk. Replies thread back to the same ticket.
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02
Write the rules
By keyword, by customer, by product — to a person or a team.
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03
Answer
From the desk, with the customer’s history beside the message.
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04
Close and learn
A satisfaction score afterwards, and an article in the knowledge base so it is asked once.
In scope
Everything this module covers
Email ticketing
Threaded, with the original headers kept.
Live chat
A widget on your site, into the same desk.
Portal tickets
Raised by the customer against an invoice.
Routing rules
Ordered, by keyword or customer.
SLA targets
First response and resolution, in working hours.
Working calendar
Your hours and your holidays.
Internal notes
Never visible to the customer.
Knowledge base
Articles, public or internal.
Satisfaction
Asked after the fact, scored.
Agent assignment
Who is on the desk, and who is not.
Desk statistics
Open, breached, waiting on us.
Multiple mailboxes
One desk per product or per brand.
The rest of it