Skip to main content
SupaDesk
Sign in Book a Demo
Industry

Support that keeps pace with weekly releases

Every release brings a wave of questions, and every plan tier expects a different response time. SupaDesk routes by product, times by tier, and keeps billing replies honest.

Start free trial Book a demo
  • SLAs by plan tier
  • Routing by product
  • AI thread summaries

How do SaaS companies use SupaDesk?

SaaS support teams connect their support and billing addresses, give customer organisations a plan tier, and write SLA policies so premium customers get tighter targets. Routing sends tickets by product or category to the right specialists, AI summaries help engineers picking up long escalations, and approval rules hold replies that mention refunds, credits or contract terms.

  • Plan tier on each organisation drives SLA targets and approval rules.
  • Products and nested categories for each module of your app.
  • AI summaries when a ticket is handed to engineering.
  • Approval on refunds, credits and contract language.
  • A portal for your customers' admins to follow their requests.
  • Volume by day shows the spike after each release.
Typical set-up

How SaaS teams set it up

A starting configuration most SaaS desks adapt within a week.

Tiered SLAs

Enterprise: 2-hour first response. Pro: 8 hours. Starter: next business day. All on one calendar.

Products as routing keys

Integrations questions to the integrations team, mobile to mobile - by product or category.

billing@ with approval

A separate mailbox for billing, and every reply mentioning a refund or credit approved by finance.

Summaries for escalations

When a ticket goes to engineering, a summary saves them reading forty messages.

Release-day macros

Canned responses for known issues, written once and used by the whole team.

Release impact

Ticket volume by day and category shows exactly what each release cost in support.

Read next

SaaS: First Response From 19 Hours to 3

Business-hour SLAs, routing and a dashboard that showed who was waiting.

B2B Account Support

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

SLA Management

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

AI Assist

Classify new tickets, summarise long threads and polish a reply - an agent still sends it.

Routing & Assignment

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

SupaDesk vs Zendesk

A focused email help desk with reply approval, against the category's broadest suite.
Frequently asked

Questions people ask before they start

Yes. Set a plan tier on each customer organisation and write an SLA policy per tier. The most specific matching policy applies.

Give them a role scoped to their team with permission to add internal notes. Whether they can also reply to customers is your choice.

Not natively today. Teams link tickets to issues by pasting references into internal notes. Tell us which tracker you use - it shapes what we build next.

Get ahead of the next release's ticket wave.

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

Start free trial Book a 30-minute demo

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