Extension
Clients know where things stand without having to ask you
With the Request area, anyone who has written to you finds all their cases on a single page: the status of each one, your replies, the attachments. They sign in with their email and a six-digit code, with no account and no password to remember.
“Did you see my email?” is one more request
When the client doesn’t know whether their request has been picked up, they write again, phone, chase. Every chaser takes time away from whoever is already working the case. With the Request area the status is always visible, in plain words: “In progress”, “Waiting for you”, “Resolved”. And for those who prefer email nothing changes: replies keep arriving by email too.
How it works
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Switch the area on
The administrator switches on the Request area and copies the address to give to clients: in your email signature, on the website, inside a form. The page shows your company’s name, logo and colours.
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The client signs in with their email
They type the address they contacted you from and receive a six-digit code, valid for ten minutes. No sign-up: only people who have already written to you can get in, and the list builds itself.
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Follows, replies, rates
They see the list of their requests with up-to-date status, open the exchange, reply and attach files. They can open a new request by choosing the topic and, once it’s resolved, tell you how it went.
Fewer chasers, more time to actually answer.
What you can do
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No password, no account
An email and a six-digit code are enough. There is nothing to create, remember or reset: someone who writes to you once a year gets in just like someone who writes every week.
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Everyone sees only their own
The client sees only the requests sent from their address, and only the replies: your team’s internal notes, text and attachments, never leave. And the page reveals to nobody who has written to you.
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Statuses in plain words
Open, In progress, Waiting for you, Resolved, Closed. The client doesn’t read internal support jargon, but sees straight away whether the ball is in their court.
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New requests by topic
If you have created forms, the client picks the topic and immediately gets the right questions: the request reaches the area that handles it. For everything else there is “Something else”, written in their own words.
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Attachments both ways
The client downloads the files you sent and adds their own by dragging them onto the page. A screenshot often explains in one go what three emails can’t.
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Your brand, not ours
Your company’s name, logo and colours welcome the client from the sign-in page onward. To them it’s Ferrari Design’s support, not someone else’s software.
Frequently asked questions
Does the client have to sign up?
No. They type the email address they contacted you from and receive a six-digit code: that’s the only step. There are no passwords to choose and no user lists to keep up to date.
Who can get into the area?
Anyone who has written to you at least once, from the address they used. A stranger who opens the page doesn’t get in, and the page doesn’t even tell them whether that address belongs to one of your clients.
Do the team’s internal notes stay private?
Yes. In the area the client sees only the messages exchanged with them. Internal notes, along with their attachments, stay in the ticket and are read only by the colleagues working on it.
If we switch it off, is anything lost?
No. Requests stay where they are and replies keep arriving by email, as before. The area’s address simply says it isn’t available.
The other kDesk features
Move customer support to kDesk
Request a demo: we’ll show you how kDesk keeps tickets in order and response times under control.
Alex