Free with any add-on

A service desk with SLA clocks, a portal and a knowledge base

Tickets come in by e-mail, WhatsApp, the customer portal, web forms or phone, and each one gets a number, an owner and SLA clocks. The Service Desk is included free while you have at least one TaskSync add-on.

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The trial includes every add-on, and the Service Desk comes with them.

Key features

What you get with Service Desk.

Tickets from every channel

Support mailboxes are read every 2 minutes, WhatsApp messages become tickets, and staff can log phone or walk-in calls. A reply with the ticket number goes on the same ticket.

SLA clocks on each ticket

Response and resolution clocks count only working hours on the policy calendar. They can pause while a ticket waits for the customer or a spare part.

Warnings and escalation

The assignee or the desk managers are warned at 50% and 80% of a target. Escalation levels on a contract tell chosen people or hand the ticket on.

Routing rules

Rules give a new ticket to a person or to people in turn. Categories set the default priority and assignee.

Customer portal

Customers sign in to see their open and closed tickets, raise new ones with photos, reply and rate a resolved ticket. They never see internal notes.

Knowledge base and help centre

Write articles for staff, for customers or for the public. Public articles appear on your own help centre page with search.

SLA reports

See tickets opened and resolved, response and resolution SLA met, average first response, customer ratings and breakdowns by category, site or engineer.

Reply templates and tasks

Insert a saved reply or a knowledge base article into a reply. Turn a ticket into a project task that is due when the resolution SLA is due.

How it works

Up and running in 4 steps.

1
Set your hours and targets
Add a working-hours calendar and an SLA policy with response and resolution targets per priority.
2
Connect your channels
Add support mailboxes and web forms under Ticket intake, and connect your WhatsApp Business provider account.
3
Route and work tickets
Set categories and routing rules. Your team works the At risk, Open and Awaiting our reply views each day.
4
Review the results
Use SLA reports to see which targets were met, which tickets breached and how customers rated the help.

Integrations

Works with

E-mailSupport mailboxes over IMAP, read every 2 minutes
WhatsAppYour own WhatsApp Business provider account
Customer portalCustomers raise and follow their own tickets
Web formsA public support form per customer contract
Online storesStore cases become tickets with the E-commerce operations hub
TaskSync APICreate tickets from your own systems

Questions

Service Desk: common questions.

What is the TaskSync Service Desk?+

It is the list of all support tickets of your company. Each ticket has a number, a priority from P1 to P4, a status, an assignee, SLA clocks and a full history.

Does the Service Desk cost extra?+

No. It is included free while you have at least one add-on: System Integrator, E-commerce operations hub, Accounting hub or Sales CRM.

Can I try it for free?+

Yes. Pick any add-on at sign-up for the 30-day free trial and the Service Desk comes with it. Nothing is charged for add-ons during the trial.

What happens when the trial ends?+

Add-ons are kept with an Enterprise agreement, priced by quote. Without one, the add-on becomes read-only: your data stays visible, but changes are paused until it is activated.

Why does a ticket have no SLA clock?+

It is not on a customer contract with an SLA policy, and no SLA for tickets without a contract has been set under Ticket intake.

Can customers see our internal notes?+

No. Customers see only tickets on their own contracts and never see internal notes, vendor updates or vendor names.

Try Service Desk free for 30 days.

Set it up with your own data. If it fits, we agree the Enterprise terms with you.