Can a message include the customer's name?

Yes. Templates have fill-in fields, such as the customer's name and the ticket number, and Desk fills them in when the message is sent.

How does Desk decide who gets a ticket?

First it goes to the right department. If the customer has written before, it goes back to the agent who helped them. If not, it goes to someone with the right skill.

What happens when an agent is away?

Their open tickets move to a teammate who is available, and the move is written in each ticket's activity log with the reason.

Are saved answers sent exactly as they are?

No. A saved answer drops into the reply box, so the agent can change it before sending. It is a head start, not a script.

Does Desk use AI to write replies?

No. Everything automatic in Desk follows rules and templates your team sets up, so you always know what will be sent and when.

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Automation

The to-do list
that does itself.

Support is full of small jobs you do again and again. Set them up once, and Desk does them for you on every ticket.

Book a demo See what it does ↓

Every ticket, every day6/6 DONE BY DESK

Tell the customer we got their messageDESK DID IT
Find the right person for itDESK DID IT
Paste the usual refund answerDESK DID IT
Add my signatureDESK DID IT
Hand over my tickets while I'm awayDESK DID IT
Tell the customer it's closedDESK DID IT

Routing

Every ticket finds its person

Nobody has to sort the inbox by hand. Desk sends each new ticket to the right team, and then to the right person in it.

NEW TICKET
Where is my order? · WhatsApp
1 · WHICH TEAM?
Orders department, because it's about an order
2 · SEEN BEFORE?
Back to Priya, who helped Meera last time

Illustrative routing · departments, returning customers and skills are all set up by you

Automatic messages

Messages that send themselves

Write a message once, with fill-in fields. Desk sends it at the right moment and fills in the details, so every customer gets a personal reply straight away.

YOUR TEMPLATE · AUTO-REPLY edit

Hi Customer name, thanks for getting in touch. We've got your message and your ticket number is Ticket number. We'll reply as soon as we can.

SENT WHENa new ticket comes in

Auto-replies

Sent the moment a new ticket comes in, with the customer's name and ticket number.

Notifications

Let customers and your team know when something changes on a ticket.

WhatsApp templates

Approved messages for when the 24 hour window has closed.

Saved answers

Answers in two clicks

Save the answers your team types every day. Pick one, change a word if you need to, and send. Each agent's signature is added for them.

Saved once, used by the whole team
It drops into the reply box, so you can still edit it
Every agent has their own signature

Handovers

Nobody away, nobody stuck

When someone is on a break, on leave or off shift, their open tickets move to a teammate who is available. Customers keep getting answers, and the move is written into each ticket.

Custom fields

Fields that fit your tickets

Add the details your team always needs, like an order number or a city. They sit on every ticket, and you can report on them.

Reminders and escalations run by themselves tooDesk warns people before a deadline and tells a manager if one is missed.See deadlines

FAQ

Straight answers

Yes, all of them. Auto-replies, notifications, WhatsApp templates, saved answers and signatures are all edited in settings.

TelVox Desk

Hand the busywork to Desk

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The to-do listthat does itself.