Run operations · Available
Desk
Help desk with SLAs, a knowledge base and live chat.
Desk handles tickets from the portal, guest links, live chat and email, with queues, SLA clocks on business calendars and canned responses. A knowledge base and public help centre deflect common questions, and CSAT surveys follow resolution.
- support agent
- support manager
- customer success
What it changes
Why teams run Desk
- Every ticket has a clock, and a breach is recorded once.
- A help centre answers common questions before they become tickets.
- Customers raise and follow tickets in the portal.
Capabilities
In Desk today
Each item below is built and in the product now.
- Available
Tickets and queues
Lifecycle, queues, categories, priorities, merge, link and parent-child, auto-close.
- Available
SLA policies
Clocks on business calendars with pause and resume; breach recorded once.
- Available
Assignment, macros, collision
Assignment engine, teams, canned responses, collision presence, saved views.
- Available
Portal tickets and guest links
Customers raise and follow tickets in the portal or by link.
- Available
Knowledge base and help centre
Articles, a public help centre on the workspace site, ticket deflection.
- Available
Live chat widget
Embeddable chat widget and agent console; messages poll, no realtime push yet.
- Available
CSAT surveys
Satisfaction surveys after resolution.
- Available
Ticket PDF
Print or PDF for internal or requester audience.
Not advertised as live yet
- PlannedEmail as a live channelTested on recorded data; needs live mailbox accounts.
- PlannedAI assist on the ticket screenClassify, draft and summarise work through the API; the screen controls are not released.
- PlannedAI answers in the help centreNeeds a moderation provider account.
- PlannedSaved views shared by teamPlanned for a later release.
On the same record
How Desk connects
What happens in Desk is already in these products, with nothing exported or re-typed.
See it working
A walkthrough with the people who build it.
We show Desk on a real workspace in a demo call, with your own kind of data, rather than with stock screenshots.
Questions
Desk, answered plainly.
Is Desk available today?
Yes. Everything listed under "In Desk today" is built and in the product now. Anything planned is listed separately and marked.
Can I use Desk on its own?
Yes. Switch on Desk alone and add other products when you need them. What you entered is already there for them.
What does Desk work with?
It writes into or reads from CRM, Projects, Sites, AI, Insights, Flow, on the same record, so nothing is exported or re-typed.
Which countries is it for?
Sri Lanka first, then the United Kingdom, Canada, Australia and the United States: their currencies, address formats and week starts are already settings. Tax and payroll rates are unverified until an accountant signs them off.