Customer support managed in one place
kDesk gathers customer requests into tidy tickets: email, knowledge base and configurable SLAs, so your team replies faster — in the cloud and on servers in Europe.
Requests come from everywhere — and some slip through
Emails, messages, phone calls, hallway asks: without one place to collect them, something always falls through the cracks and no one knows where it stands.
Without kDesk
- Requests scattered across email, chat and phone calls
- No one knows who handles what, or where it stands
- Fragmented history, lost or duplicated replies
With kDesk
- Every request becomes a trackable ticket
- Clear assignee, status and priority on every ticket
- The full conversation history in one place
Support requests, handled the way they should be
kDesk turns support emails into tidy tickets: every request has a status, a priority and an owner, and the conversation with the customer stays all in one place. The team claims them, replies or leaves internal notes, and watches the tickets they care about — no more requests lost across inboxes.
From ticket to resolution, without losing the thread
Every request comes in as a ticket, gets assigned to the right person and follows its status through to closure — with the whole conversation in a single thread.
- 1 Open the ticket The request becomes a ticket with priority, category and history.
- 2 Assign and follow An owner takes charge; watchers stay updated even when not assigned.
- 3 Resolve and archive The status moves through to Resolved and the conversation stays available.
Order underneath, your brand up front
Classify requests by category, set the right priority and let whoever needs to stay informed follow the ticket. The help desk carries your company’s look and login.
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Categories
Technical, administrative, sales: every request in the right place.
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Priorities
Urgent, high, normal, low: you see what comes first at a glance.
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Watchers
Whoever needs to stay informed gets updates, even without being the assignee.
Everything you need for customer support
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Tickets from email
Incoming emails become tickets automatically, with proper threading: every customer reply lands back on the same ticket.
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Statuses and lifecycle
Six statuses — open, in progress, waiting for customer or internal, resolved, closed — with controlled transitions and auto-close.
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Priorities and categories
Four priorities and categories with a colour and default priority, to route requests into the right queues.
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Assignment and co-assignment
Claim a ticket, assign it or add a co-assignee; automatic assignment round-robin or to the least busy agent.
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Replies and internal notes
Reply to the customer by email or leave an internal note visible only to the team, all in one conversation.
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Watchers and notifications
Watch a ticket to get updates by email; notifications to assignees and watchers on every event.
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Mailboxes and signature
Connect several IMAP/SMTP mailboxes with encrypted credentials, each with its own signature and routing.
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Roles and satisfaction
Agent and admin roles with granular permissions, and a satisfaction survey sent after the ticket is closed.
Frequently asked questions about kDesk
Does kDesk turn emails into tickets?
Yes: connect your support mailboxes over IMAP and SMTP and every email becomes a tracked ticket.
Can I assign tickets to the team?
Yes: you claim a ticket, assign it to an agent or add a co-assignee; kDesk can also assign them automatically, round-robin or to the least busy agent.
Can I leave notes visible only to the team?
Yes: on each ticket you choose whether to reply to the customer by email or leave an internal note, visible only to agents.
Where is ticket data stored?
kDesk data is on servers in Europe, encrypted and GDPR-compliant, integrated with the Kamzan ecosystem.