Business and productivity
The Service Desk, your customers' ticketing system
Tickets, customer portal, email and live chat, in one place.
Included from the Personal plan
Every request becomes a ticket
Your customers write by email, from your portal or from your website's live chat: every request lands in the same place, as a numbered ticket. The public thread and internal notes live in the same ticket, and every reply goes out from your own address, with its attachments.
- Email channel: your IMAP/SMTP mailbox, checked every minute.
- Customer portal under your name and colours, with no password to create.
- Live chat: a widget to paste on your website.
Answer quickly, and well
On arrival, each request is triaged — priority, language, category — and a draft reply is prepared for the agent. Macros apply a template reply and update the ticket in one step, and the knowledge base suggests your articles to the customer before they even open a ticket.
Know where you stand
Reports show volume, median and 90th-percentile response times, workload per agent and how well you keep your service commitments. A satisfaction survey goes out when a ticket is closed, and its average feeds into the reports.
Frequently asked questions
- Do my customers need to create an account?
- No. On the portal, they sign in with a link received by email, with no password or account to create.
- Can I reply from my own email address?
- Yes. The Service Desk checks your IMAP/SMTP mailbox, and your replies go out from your address with their attachments.
- Does the Service Desk cost extra?
- No. It is included in the subscription from the Personal plan.
