Inbound channels
No request lost in the inbox of someone on holiday
The client writes as they always have, to the address they already know, or fills in a form on your website. kDesk turns every message into a ticket, confirms receipt in their language and attaches later replies to the same thread.
A shared inbox is not customer service
support@ read by three people, forwards to whoever is in charge, messages marked as read and never answered: that is how a request from Studio Morelli sits idle for a week. With kDesk the mailbox stays the same, but every email becomes a ticket with a number, a status and someone looking after it. The client doesn’t have to change a thing.
How it works
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Connect the mailboxes
Enter the IMAP details for reading and SMTP for replying, and choose the area, category and organisation that tickets from that mailbox start in. Connect as many as you need: support, accounts, one address per product.
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The client writes
An email or a form filled in on your website: kDesk opens the ticket, stores the attachments, keeps the people in copy and sends the receipt confirmation in the language the client wrote in.
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The thread stays one
When the client replies from their own mail, the message is attached to the same ticket instead of opening a new one. Whoever works the request finds the whole exchange in one place, attachments included.
The client writes where they always have. kDesk puts the rest in order.
What you can do
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Several mailboxes, one place
Each mailbox knows where to send its tickets: the area that works them, the starting category, the organisation it answers for. Replies go out from the same address the client wrote to.
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No email left behind
If an email fails to become a ticket, kDesk tries again on the next rounds. After five attempts a service ticket is created anyway to flag it: nothing disappears silently.
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Confirmation in the client’s language
The receipt confirmation has a text for each of the 7 languages, and you write it. kDesk recognises the language of the message directly on the server, without AI; when it isn’t sure it uses the mailbox’s default language.
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Web forms with the fields you need
A public page to link from your website: name, email and subject are always there, the rest you pick from eight field types — short or long text, email, phone, number, date, choice, checkbox. With attachments and people in copy.
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Tickets you open yourselves
Did the client phone or drop by the office? With “New ticket” the request still enters the flow, with subject, description, priority and category, and from there it is handled like all the others.
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Emails always get in
Even when attachment storage is full, client emails keep becoming tickets. Only attachments uploaded by your team and the document library are paused: whoever writes to you is never left outside the door.
Frequently asked questions
Does it work with the mailbox we already use?
Yes, if your provider offers IMAP and SMTP, as almost all do. kDesk reads the mailbox at regular intervals and replies from the same address: the client keeps writing where they wrote before.
If the client replies to our email, does a new ticket get created?
No. kDesk recognises the reply from the message chain and adds it to the same ticket. If the ticket was already resolved, the client’s reply reopens it.
How is the language of the receipt confirmation chosen?
From the text of the message: kDesk recognises Italian, English, Spanish, German, French, Chinese and Portuguese without sending anything off the server. If the text is too short to tell, the mailbox’s default language applies. If you have configured an AI model, it can suggest translations of the confirmation, which you review before saving.
Where do tickets from the forms end up?
Each form has its own area, its own category and the mailbox replies are sent from. So a quote request goes straight to whoever handles it, already with the information they need.
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