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SupaDesk
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Feature

A desk shaped like your organisation

Most help desks give you "groups" and leave you to bend your company around them. SupaDesk separates who does the work from what the work is about.

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  • Teams take work
  • Departments own subjects
  • Categories nest

How do teams, departments and categories fit together in SupaDesk?

Teams are the groups of agents that tickets are assigned to, with round-robin across their members. Departments own categories of subject matter and group the teams that handle them, which lets a person's ticket scope be "my departments". Categories form a tree, and products, priorities, tags and custom fields add the rest of the detail. All of these are available to routing, SLA and approval rules.

  • Teams with active members and round-robin assignment.
  • Departments covering categories, including their sub-categories.
  • Nested categories inherited by rules on the parent.
  • Products, tags and per-desk priorities.
  • Custom fields with a stated scope and an optional required flag.
  • Statuses you can rename, each tied to a fixed category the system understands.

Related

Multi-Department Service Desk

Sales, billing, operations and HR on one desk - each department seeing its own tickets.

Routing & Assignment

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

Roles, Permissions & SSO

Granular roles, ticket visibility by department, Google and Microsoft sign-in, MFA.

SLA Management

Response and resolution targets on real business hours, with escalation that fires once.

Education

Admissions, fees and student services on one desk, departments kept apart.

Reports & Dashboards

Volume, workload, SLA attainment and approval times, read from live data.
Frequently asked

Questions people ask before they start

A team is a group of people that tickets are assigned to. A department owns a set of categories - billing, admissions, warranty - and decides which tickets a "my departments" scope shows. Teams are filed under departments, but a department grants nobody any extra permission.

Yes. Categories form a tree, and anything set on a parent - a routing rule, an SLA policy, an approval rule, a department - covers its children too.

Fields you add to tickets to capture what your desk needs - an order number, a policy reference, a device type. Each field states where it applies, and can be required when an agent raises a ticket.

Set your desk up the way your company already works.

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.