The support desk that keeps every promise.
Email, chat, WhatsApp and calls become tickets on one timeline per customer. TicketDesk routes each one, holds every team to a business-hours SLA, and lets internal teams help on child tickets without ever touching the customer.
Email is live today. Chat, WhatsApp and calls are on the roadmap.
The product
Built for how support actually works
One owner per customer, real deadlines, and internal teams that help without the customer ever seeing the handoff.
Parent–child tickets
Split the work, keep one owner
Send part of a case to Finance, Tech or Logistics as a child ticket like #1234-FIN-1. Their notes show on the parent, tagged by team, each with its own OLA clock. The customer only ever talks to one agent.
- ✓One open child per order, department and category
- ✓Reassign keeps the clock; transfer starts a fresh one
- ✓Ping-pong alert when a ticket bounces too often
SLA & escalation
Nothing goes quiet
Business-hours timers in IST track first response and resolution. Alerts fire at 80% and on breach, then climb to the Dept Head and Admin. Unattended and stale tickets raise their own flags.
- ✓Per-queue escalation hours you control
- ✓Only the side that asked for info pauses its clock
- ✓Critical alerts email people who are offline
Reports & CSAT
See the whole floor, by role
Role-scoped dashboards for customer-facing and internal teams, a bottleneck view, one-month exports, Good/Bad surveys per cycle and a resolved-count leaderboard. MIS sees everything; agents see their own.
- ✓Balanced or round-robin assignment with a fairness guard
- ✓One-click rebalance when an agent goes offline
- ✓Multi-tenant: each company isolated by row-level security
The workflow
How a ticket moves, start to finish
The same six steps for every ticket, so nobody reads the whole history to know what to do next.
Comes in & assigned
A message on any channel joins the customer's timeline and goes to the least-busy available agent.
Agent works it
Reply, ask the customer, or send part to another team. The next action is always on screen.
A team helps
Finance, Tech or Logistics work a child ticket; their notes appear on the parent, tagged by team.
Resolved
When every team is done, the agent closes the loop with a required resolution summary.
Survey
The customer rates it Good or Bad. The latest rating counts, one survey per cycle.
Auto-close
No reply in 72 hours closes it; a reply reopens it on a fresh cycle.
Pricing
Pay for the seats you use
One price per active ID. No plan tiers, no seat cap, nothing charged for a login you switch off.
Per seat
Billed on active logins in your company. Switch an ID off and it stops billing from the next cycle.
- ✓Every channel, parent–child tickets, SLA and escalation
- ✓Assignment, reports, CSAT and exports
- ✓Your Admin creates and manages their own team's IDs
- ✓Onboarding help from a dedicated account manager
For platform owners
Run it as a service
Onboard client companies from one console — each an isolated account. You set the per-ID price and assign an account manager.
- ✓One console for every client company
- ✓Create the Client Admin; they build their own team
- ✓Active-ID counts and monthly totals at a glance
See TicketDesk on your own tickets
Demo & pricing · hello@swasthura.in