Service Desk
Tier access: STARTER GROWTH PLUS PREMIER — Available on all tiers. Some pages within it are tier-gated (see each page).
Overview
The Service Desk is the agent's workspace — where your team handles customer conversations, manages tickets, answers FAQs, and looks up contacts. It's the day-to-day home for everyone serving customers.
You reach it from Service Desk in the left navigation sidebar; it expands to the pages below.
In this section
Page | What it's for | Tier |
|---|---|---|
Unified Inbox | One inbox for every channel — agents pick up, reply to, assign and resolve conversations here. | All tiers |
Ticketing | Create and track support tickets with statuses, workgroups, SLAs and custom workflows. | Growth, Plus & Premier |
FAQs | Manage the FAQ knowledge that powers automated answering. | All tiers |
Contacts | The customer directory — profiles, history and details for the people you serve. | All tiers |
Tier note: The Service Desk and its Unified Inbox are available on all tiers. Ticketing is introduced at Growth and enhanced on Plus & Premier (custom-fields dashboard, ticketing automation, advanced reporting). Page visibility is also controlled by per-tenant entitlement flags.