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SupaDesk
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Solution

One desk for the whole company, with walls where you need them

Customers do not know your org chart. They write to one address about billing, delivery and a job application in the same week. SupaDesk sorts it out - and keeps each department to its own tickets.

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  • Department-scoped visibility
  • Calendars per department
  • One manager view

How does SupaDesk serve several departments on one desk?

Each department owns a set of ticket categories and groups the teams that handle them. Roles are given a ticket scope - for example "my departments" - so people see only the tickets in their department's categories, plus anything assigned to them. Routing sends each new ticket to the right department's team, and SLA policies can run on that department's own business calendar.

  • Departments own categories; scopes follow categories.
  • Unassigned and uncategorised tickets can be shown to a triage team.
  • Separate calendars, holidays and targets per department.
  • A department head flag grants no hidden permissions.
  • Managers can see everything from one dashboard.
  • Search and notifications respect the same visibility rule.

Features this uses

Teams, Departments & Fields

Model how your desk is actually organised - teams, departments, categories and custom fields.

Roles, Permissions & SSO

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

Routing & Assignment

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

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.

IT Help Desk

Employee requests by email, routed by category, measured against an SLA.
Frequently asked

Questions people ask before they start

Yes. Each business calendar has its own hours, holidays and time zone, and SLA policies can match on the mailbox or category so each department is measured on its own calendar.

An agent recategorises or reassigns it. The SLA keeps the time already elapsed - moving a ticket never hands back hours that were already used.

Yes. Give the manager's role the "all" ticket scope; the manager dashboard and reports cover the whole desk.

Put every department on one desk - and keep them apart.

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.