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Solution

Support every account like it is your only account

In B2B support, one ticket is a relationship. SupaDesk knows which company is writing, what they pay for, and who looks after them - and routes, times and checks replies accordingly.

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  • Organisations by domain
  • SLAs per plan tier
  • Account managers by rule

How does SupaDesk handle B2B customer support?

SupaDesk groups contacts into customer organisations automatically by email domain. Each organisation can carry a plan tier and contacts can be VIPs. The organisation feeds routing (send an account's tickets to its account manager), the plan tier feeds SLA policies (tighter targets for premium tiers), and VIP status feeds approval rules (check every reply to a VIP). Each organisation has a full ticket history, and clients follow their requests in the customer portal.

  • Organisations matched by domain; public mail providers excluded.
  • VIP for routing, SLA and approval rules; plan tier for SLA and approval.
  • Route a whole account to its named manager.
  • Premium SLAs running beside standard ones.
  • Organisation history on every ticket.
  • No conversation ever crosses from one organisation to another.

Features this uses

Contacts & Organisations

Know who is writing, which company they belong to, and whether they are a VIP.

Customer Portal

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

SLA Management

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

Routing & Assignment

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

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

Each contact sees the tickets they raised or were copied on. Copy colleagues on a request and they can follow it in the portal too.

Yes. Give the organisation a plan tier and write an SLA policy that matches on it - premium accounts on a four-hour first response, everyone else on one business day, side by side.

No. Threading never joins messages across organisations, merges across organisations are refused, and the portal only ever shows a contact their own tickets.

Give your top accounts the desk they assume you have.

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.