Desk pricing
Three plans.Every capability listed.
Desk is live, and we quote per team rather than post a number that fits nobody. What is not up for negotiation is the list below: every row is something the product does today.
Live
Growth
A small team running email and WhatsApp on one queue
On requestquoted for your team, in writing
Book a demo- Email and calls as ticketsMail is fetched every minute and threaded by Message-ID, so a customer's reply lands back on the ticket it belongs to. Calls are logged as tickets with an owner.
- One queue with channel filtersAll, Mine and Unassigned segments, plus a tab per channel when a team splits the work.
- First-response and resolution clocksTwo of the three SLA clocks, counting down live on the ticket and respecting your business hours and holidays.
- Custom statuses, priorities and departmentsYour own pipeline rather than ours, with closed and re-open states flagged and per-department reporting.
- Sticky agent for returning customersA customer who writes back goes to the agent who already knows them.
- Internal notes, canned responses and signaturesThe composer turns amber in note mode, so a private note cannot be mistaken for a customer reply.
Most teams pick this
Scale
Several departments with real SLA commitments
On requestquoted for your team, in writing
Book a demoEverything in Growth, plus
- The next-response clockA third clock that resets every time the customer replies, so a long conversation cannot quietly stall after the first answer.
- Targets per priorityEach priority carries its own three targets. Critical does not have to share Low's deadline.
- Reminders before a breach, escalation afterA warning goes out a set number of minutes before the deadline, and an escalation a set number after, each to the assignee or a named list.
- WhatsApp templates and session trackingApproved templates with variables mapped to ticket fields, and the 24 hour session window tracked and counted down for you.
- Skills-based routing and custom fieldsRoute by what an agent can actually handle, and add the fields your tickets need, nine types including dependent selects.
- All six reportsTickets, SLA, Tags, Change log, Notifications and Custom fields, every one filterable and exportable.
Enterprise
Multi-organisation operations and resellers
Customannual agreement
Talk to usEverything in Scale, plus
- Multi-organisation tenancyRun isolated client organisations under one roof. Every query is organisation scoped.
- Roles you build yourselfCompose roles out of 97 permissions across 21 modules instead of picking the nearest preset.
- Dedicated onboardingA named contact who sets your channels, SLA policies and departments up with you.
Access control is the same on every plan:
97 permissions, 21 modulesRoles you compose yourselfReply, assign, close, split and delete granted separatelyEvery query organisation scopedChange log on every ticketCompare every feature
The whole product, on the record
Grouped the way Desk is built. Hover the small i on any row for what it means in plain English.
| Capability | GrowthOn request | ScalePopularOn request | EnterpriseCustom |
|---|---|---|---|
| Channels | |||
| Email channel with full threadingMail is fetched on a one-minute schedule and threaded by Message-ID, In-Reply-To and References, so replies rejoin the ticket they came from. | Included | Included | Included |
| WhatsApp Business channelTwelve inbound message types including location, contacts, interactive replies, orders and stickers. | add-on | Included | Included |
| Calls logged as ticketsA missed call becomes a ticket with an owner, notes and a clock instead of a forgotten voicemail. | Included | Included | Included |
| One queue with per-channel filtersAll, Mine and Unassigned segments, plus a tab per channel. | Included | Included | Included |
| Contact record across channelsOne person, many identities: email, three phone numbers, WhatsApp and social handles on a single record. | Included | Included | Included |
| Multiple email mailboxesMore than one address feeding the same queue. | Included | Included | |
| Working a conversation | |||
| Rich-text replies with attachmentsA full editor in the ticket, with files attached to the reply. | Included | Included | Included |
| CC and BCCBring other people onto the reply without leaving the ticket. | Included | Included | Included |
| Internal notesThe whole composer turns amber in note mode, so a private note cannot be mistaken for a customer reply. | Included | Included | Included |
| Canned responsesReusable answers dropped straight into the composer. | Included | Included | Included |
| Per-agent signaturesManaged centrally, inserted on every reply. | Included | Included | Included |
| Delivery state, and resend when a reply is rejectedDesk records whether your mail server accepted the reply. A rejected one is flagged and can be sent again rather than silently lost. | Included | Included | Included |
| WhatsApp delivery ticksSent, delivered, read and failed, updating live on the message. | add-on | Included | Included |
| WhatsApp templates with variable mappingType a value or map it to a ticket field, with a live preview before it goes. | Included | Included | |
| WhatsApp 24 hour session trackingThe window is tracked and counted down. Outside it, Desk only lets you send an approved template, which is what WhatsApp requires. | Included | Included | |
| Split a thread into a new ticketSelect messages out of one ticket and give them their own, for when two problems arrive in one email. | Included | Included | |
| SLA | |||
| First-response and resolution clocksBoth count down live on the ticket and turn colour as they run out. | Included | Included | Included |
| Next-response clockA third clock that resets on every customer reply, so a conversation cannot stall after the first answer. | Included | Included | |
| Business hours and holiday calendarA ticket filed at midnight is not already late at breakfast, and closed days do not count. | Included | Included | Included |
| Per-department business hoursA team that works Saturdays gets its own calendar. | Included | Included | |
| Targets per priorityEach priority carries its own first-response, next-response and resolution targets. | Included | Included | |
| Reminders before a breachA configurable number of minutes ahead of the deadline, to the assignee or a named list. | Included | Included | |
| Escalation after a breachA configurable number of minutes after, again to whoever you name. | Included | Included | |
| SLA policy chosen by department or channelWhich policy applies is decided by where the ticket landed, not set by hand on each one. | Included | Included | |
| Breach reportingA dedicated SLA report, plus breach counts on the ticket report and the dashboard. | Included | Included | Included |
| Routing and workflow | |||
| Custom statuses and pipelineYour own stages, with closed and re-open states flagged so the clocks behave correctly. | Included | Included | Included |
| PrioritiesConfigurable, each with its own colour and SLA targets. | Included | Included | Included |
| Departments with their own reportingOwn business hours, own numbers, and tickets that transfer between them. | Included | Included | Included |
| Sticky agent for returning customersA customer who writes back goes to the agent who already knows them. | Included | Included | Included |
| Reopen a closed ticketIt comes back into the queue and the SLA picks up where it left off. | Included | Included | Included |
| Tags with their own reportFree-form tags, and a report telling you what your team is actually being asked. | Included | Included | Included |
| Skills-based assignmentRoute by what an agent can actually handle rather than who is next in line. | Included | Included | |
| Custom fields, nine typesIncluding dependent selects, where one answer decides the next. | Included | Included | |
| Custom field sectionsGroup your fields so a long ticket form still reads clearly. | Included | Included | |
| Automation | |||
| Auto-response on ticket creationPer channel, from a template you write, so nobody waits wondering if it arrived. | Included | Included | Included |
| Notification templates per channelWith ticket variables, so the message names the ticket it is about. | Included | Included | Included |
| Eleven notification triggersCreated, assigned, status changed, priority changed, transferred and closed, plus reminder and due events on all three SLA clocks. | Included | Included | |
| Reporting | |||
| Live dashboardVolume against the previous period, status split, channel performance and agent load. | Included | Included | Included |
| Tickets reportCreated versus closed, and where everything currently sits. | Included | Included | Included |
| SLA reportEvery breach, and which of the three clocks missed. | Included | Included | |
| Tags, Change log, Notifications and Custom fields reportsFour more named reports, each with the same filters. | Included | Included | |
| Filters on every reportDate range, channel, department, agent, status, priority and tag. The headline figures, the chart and the table all describe the same filtered set. | Included | Included | Included |
| CSV export that respects your filtersThe file matches what you were looking at on screen. | Included | Included | Included |
| Access and tenancy | |||
| 97 permissions across 21 modulesReply, assign, close, split and delete are each granted separately. | Included | Included | Included |
| Change log on every ticketEvery status, owner and priority change recorded with who did it and when. | Included | Included | Included |
| Live updates without a refreshNew messages, assignment and status changes arrive over websockets while you are looking at the queue. | Included | Included | Included |
| Roles you build yourselfCompose a role out of those permissions instead of picking the nearest preset. | Included | Included | |
| Multi-organisation tenancyIsolated client organisations under one roof, every query scoped to one of them. | Included | ||
| Dedicated onboardingA named contact who sets your channels, policies and departments up with you. | Included | ||
Add-ons
Bolt on what your team needs
WhatsApp Business channel
On Growth
Real WhatsApp conversations in the ticket, with approved templates and delivery ticks. Included from Scale up.
Additional mailboxes
Per mailbox
More than one address feeding the queue, each threaded onto its own tickets.
Dedicated support
Custom
A named contact, onboarding, and priority response.
How buying works
Three steps, no procurement maze
01
Tell us your shape
How many agents, which channels, and the response times you have promised your customers. That is enough for us to quote.
02
See it running
A demo on the live product with your channels and your SLA policies, not a slide deck. Desk runs our own support today.
03
Start answering
We connect your mailbox and your WhatsApp number, set your statuses, departments and clocks with you, and hand over the queue.
Questions
Pricing, answered
Straight answers on plans, channels, moving up, and why the numbers are not on the page yet.
Team size and channels change the answer, so we quote per team rather than posting a number that fits nobody. Tell us your agent count and channels and you get the figure in writing, usually the same day.
Talk to us
Get the number for your team
Tell us your agent count and your channels on a 30 minute call. We show you Desk running and put the price in writing.