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Feature

Know who is writing before you reply

The same question deserves a different answer from a trial user and from your largest account's finance director. Contacts and organisations give every ticket that context.

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  • Organisations by domain
  • VIP and plan tier
  • Merge without surprises

How does SupaDesk manage contacts and organisations?

Every person who writes in becomes a contact, identified by a normalised email address and able to hold several. Contacts belong to customer organisations, matched automatically by email domain except for public mail providers. Contacts can be marked VIP and organisations given a plan tier: VIP is available to routing, SLA and reply-approval rules, and plan tier to SLA and approval rules. Each contact and organisation shows its full ticket history.

  • Contacts created on first contact, with several addresses per person.
  • Organisations matched by domain - never by gmail.com or outlook.com.
  • VIP flag and plan tier usable in SLA and approval rules; VIP in routing too.
  • Merges never cross organisations or silently carry VIP or block flags.
  • Block an address or a whole domain before a contact is created.
  • Bounced and complaining addresses are suppressed automatically.
Capabilities

Context on every ticket

Organisation history

Every ticket from everyone at a company, so the account manager sees the whole relationship.

VIP handling

A flag that changes where tickets go, how fast they are due, and who checks the reply.

Plan tier

Premium, standard, trial - whatever your tiers are called, available to every rule.

Blocklist

Stop an abusive sender or a spam domain at the door, with deletion optional and a tombstone kept.

Suppression

Hard bounces and complaints stop further mail to that address - releasing one needs an authenticator code.

Logged calls

An agent can log a phone call or a walk-in as the customer's own message, so it is answered and measured like mail.

Related

B2B Account Support

Organisations, VIP accounts and a portal where a client's whole team can follow a case.

Routing & Assignment

Rules send each new ticket to the right team or agent, round-robin included.

Customer Portal

Customers sign in to see and reply to their own requests - never your internal notes.

Deliverability & Bounces

Know when a reply bounced, stop mailing addresses that complained, see what left and when.

Reply Approval

Maker-checker for customer email: the rules decide which replies need a second pair of eyes.

IT Services & MSPs

Client organisations kept apart, SLAs per contract, and a portal for each client's team.
Frequently asked

Questions people ask before they start

Yes. The first email from a new address creates a contact. If the address's domain belongs to one of your customer organisations, the contact joins it - except for public providers such as Gmail or Outlook.com, which never auto-associate.

Yes. A contact can hold several addresses, each unique across the desk, so mail from any of them lands on the same person's history.

Their addresses and tickets come together on one contact. A merge never crosses organisations, and it does not silently carry a VIP flag or a block from one record to the other - you decide.

As facts in your rules. Route VIPs to a senior team, give a premium plan tier a tighter SLA, or require approval for any reply to a VIP contact.

Treat your biggest customer like your biggest customer.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.