Questions people ask before they commit

Help desk software for teams that support customers by email. It connects your support mailboxes, turns each conversation into a ticket with an owner, a status and an SLA deadline, routes new tickets to the right team, gives customers a portal, and can hold specific replies for approval before they are sent.

Email - Gmail, Microsoft 365, any IMAP mailbox or an address SupaDesk hosts - and the customer portal. Agents can log a phone call or walk-in as a customer message. WhatsApp and live chat are on the roadmap and not available yet.

No. SupaDesk is the help desk. For a public help centre, our sister product TheDocs is built for that, or link to whichever help centre you already use.

Yes. Departments own categories, and each role has a ticket scope - assigned to me, my teams, my departments or all - so billing, sales and HR can share a workspace without seeing each other's tickets.

Yes. Set your own prefix and starting number, so references continue from your previous system without colliding.

A maker-checker control on outbound email. Communication policies decide which replies need approval - for example anything mentioning a refund, anything to a VIP, or anything a new agent writes - and those replies wait until someone other than the author approves them.

Only for the replies your rules select; everything else is sent normally. Steps can be answered by any one of a group, delegated, and escalated on a timeout. Approval time is reported as a median so you can see if it becomes a bottleneck.

The approval covers the exact content - subject, body, recipients, sending address and attachments. Any edit sends the reply back for approval, and the content is checked again at the moment of sending.

Yes. A policy outcome can be Block as well as Require approval, and the strongest matching outcome wins.

It can classify new tickets into categories before routing, summarise a ticket's conversation, and rewrite a draft to be more professional, concise or friendly, fix spelling and grammar, or expand notes.

No. It never sends and never saves a draft. An agent decides what to keep and sends it, through the same approval rules as any other reply.

No. An administrator switches it on, and using it needs its own permission. Usage is paid in credits included with Growth and Business plans.

A mailbox can be connected and the first ticket answered on the first day. Teams, an SLA policy, routing rules and canned responses usually take a further afternoon.

No. Connect the existing mailbox; replies go out from the same address. SupaDesk reads the mailbox without modifying it.

Not automatically today. SupaDesk starts with new mail; most teams keep the old tool read-only for a few weeks. Talk to us if a historical import is essential.

Per agent, monthly or annually, with about 20% off for annual billing. Customers, contacts and portal users are unlimited and free.

Yes - 14 days, no credit card, on Business-plan features.

Yes, with GST, for Indian customers. NEFT, UPI and cards are supported.

Each workspace has its own database schema, and every request is resolved to exactly one workspace before any data is read. Files are stored under a per-workspace root.

Mailbox tokens are encrypted at rest and refreshed under a lock. Signing in with Google or Microsoft never grants mailbox access - connecting a mailbox is a separate, explicit step.

It is retained for 30 days so you can export what you need, then deleted from primary storage and purged from backups within a further 30 days.