Skip to main content
SupaDesk
Sign in Book a Demo
Solution

New agents productive on day two. Customers protected from day one.

Bringing in a partner team or seasonal staff usually means weeks of shadowing before anyone is trusted to hit send. With approval rules, they draft immediately - and your leads sign off what leaves.

Start free trial Book a demo
  • Draft without send
  • Approval by tenure or team
  • Scoped visibility

How does SupaDesk help with outsourced or new support agents?

SupaDesk separates drafting a reply from sending it, and lets approval rules match on the author's team and tenure. A partner team or a new hire can work real tickets immediately, while every reply they write waits for approval from your own leads. As tenure passes the threshold, or as trust builds, the rule is narrowed to the topics that still need a second look. Ticket scopes limit what each team can see.

  • Approval rules on agent tenure, team and role.
  • Narrow the rule over time: everything, then refunds only, then nothing.
  • "Request changes" sends a draft back with a coaching note.
  • Approvers see their queue on their dashboard, oldest first.
  • Ticket scopes keep a partner team to its own work.
  • Approval turnaround reported as a median per period.

Read next

Reply Approval

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

E-Commerce: Peak Season With New Agents

Twenty temporary agents drafting from day two, with leads approving refunds.

Roles, Permissions & SSO

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

Canned Responses

Saved replies with placeholders and attachments, suggested by ticket category.

E-Commerce & Retail

Order, refund and delivery questions at peak volume, with refunds checked before they are promised.

Reports & Dashboards

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

Questions people ask before they start

Yes. Drafting and sending are separate permissions, and approval rules can hold every reply from a given team or from anyone in their first weeks until one of your own staff approves it.

Approval steps can be answered by any one of a group, delegated while somebody is away, and escalated automatically when nobody answers in time. The SLA keeps running during approval, so slow approvals are visible in the reports.

Only if you let them. Give their role a ticket scope of "my teams" or "assigned to me" and they see nothing else.

Onboard your next agent with a safety net.

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.