Every customer conversationowned and answered on time.
Hookdesk is a shared support desk: one live queue across every mailbox and client, SLA timers on every ticket, internal notes, a full audit trail, AI-drafted replies and a branded portal your customers can self-serve from.
⌘K palette, g-then-i jumps, keyboard-first triage
4
Inbox views
2
SLA clocks per ticket
AI
Drafted replies
1-2-1
Named support engineer
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Live triage
Captures
Inbound email lands on support@ and becomes a tracked ticket with customer, client and history attached.
Routes
Rules read sender, subject and tags: priority high, tag billing, round-robin to the on-duty agent.
Drafts
The AI assistant writes a reply from your docs and past resolutions - the agent approves and sends.
Inbox views
Open / Unassigned / Pending / All
Per ticket
SLA clocks, internal notes, audit trail
Workspace
Home, Docs, Reports, Admin, My work
Core platform
Decisions, not dashboards
Every module exists to get one thing done faster: the right reply, from the right person, inside the SLA.
Capture
Shared Inbox
Every mailbox, channel and client in one live queue with owner, priority, tags and SLA state on each row.
Route
Assignment Engine
Round-robin and load-aware assignment puts each ticket in front of an available agent the moment it lands.
Draft
AI Reply Assistant
Replies drafted from your docs and past resolutions, shown inline for an agent to edit, approve and send.
Guarantee
SLA Control
First-response and resolution clocks per client tier, with at-risk highlighting and escalation before a breach.
Automate
Routing Rules
No-code rules that tag, prioritise, assign and escalate on sender, subject, keyword, client and tier.
Notify
Alerts & Digests
In-app notifications, channel-health warnings when a mailbox stops syncing, and a daily support brief by email.
Inside the workspace
Six surfaces, one desk
Hookdesk is a working application, not a dashboard skin. This is exactly what your team signs into.
Home
A role-aware dashboard: assigned to me, due within 4h, SLA at risk, unassigned, resolved and CSAT for today, 7 days or 30 days - with trend deltas and setup health for admins.
Inbox
The three-pane workbench: Open, Unassigned, Pending and All views on the left, the conversation in the middle, customer, SLA and audit context on the right.
Docs
An internal knowledge base agents search and insert into a reply without leaving the ticket, and the same source the AI assistant draws its drafts from.
Reports
Volume, first response, resolution time, SLA attainment, reopen rate and per-agent workload, so you can see where service slips before customers tell you.
Admin
Mailboxes and channel health, routing rules, SLA policies, tags and catalogue, clients, team roles and invites - all in one settings surface.
My work
Each agent's own queue, signature, notification preferences and workspace theme, kept separate from workspace-wide configuration.
Ticket lifecycle
What actually happens to a message
Six steps, all of them visible on the ticket itself.
01
Captured
Mail arrives on a connected mailbox and becomes HD-4182 with customer, client and thread history attached.
02
Classified
Rules match sender and subject: tag billing, priority high, Tier 1 SLA policy applied.
03
Assigned
Round-robin picks the on-duty agent with capacity; collision indicators stop two agents replying at once.
04
Drafted
The AI assistant proposes a reply grounded in docs and past resolutions, with sources listed.
05
Answered
Agent edits, approves and sends. Internal notes stay internal; the SLA clock stops on first response.
06
Closed and measured
Resolution recorded, CSAT requested, and the whole path kept in the audit trail and reports.
Capture and triage
From inbound email to an owned ticket
Everything that happens before an agent starts typing, handled automatically.
Mailbox sync
Connect the mailboxes you already use. Inbound mail becomes a ticket, replies send from your address, and channel health warns you the moment a connection breaks.
Threaded conversations
Email, portal messages, attachments and internal notes on one timeline, with the customer's full history one click away.
Internal notes
Note-only replies that never reach the customer, so handovers, billing checks and escalations stay on the ticket instead of in chat.
Merge and split
Fold duplicate threads into one ticket, or split a message that raises a second issue into its own tracked ticket.
Tags, clients and catalogue
Tag taxonomy, client records and tier grouping that drive routing, SLA targets and every report.
Queue views
Open, Unassigned, Pending and All as first-class views on the rail, so nothing sits in an unowned pile.
Resolve and prove
The tools agents reply with, and the evidence managers need
Service you can measure, escalate and audit.
Client portal
A branded self-service portal where customers raise tickets, follow status and read their history, with no agent seat cost.
SLA timers
Per-tier first-response and resolution clocks with at-risk highlighting, breach counts on Home and automatic escalation.
Roles and permissions
Agent, supervisor and admin roles held in a dedicated roles table and enforced in the database, not just in the UI.
Audit trail
Every capture, rule hit, assignment, edit, reply and status change recorded on the ticket, ready for a compliance review.
Reporting and CSAT
Response times, SLA attainment, reopen rate, satisfaction and per-agent load across today, 7 or 30 days.
Keyboard-first
⌘K command palette, g-then-i style jumps and shortcut hints throughout, for agents who live in the queue all day.
Rules engine
Your support policy, enforced automatically
The layer that decides how tickets are handled, and proves what happened afterwards.
SLA policies
First-response and resolution targets per client tier, priority or tag, aware of your business hours.
Routing rules
VIP senders, keywords, tags and client tier automatically set priority, owner, queue and escalation path.
Workload safeguards
Assignment respects who is online and how loaded they are, and redistributes when someone steps away.
Audit logging
A complete record of who assigned, edited, replied or closed any ticket, and which rule caused it.
Scenario simulator
Support load switcher
Flip the day your team is having and watch what the desk guarantees under each condition.
Steady state: 140 tickets a day flowing through the shared inbox.
First response
2m 14s
SLA on track
98%
Unassigned
0 tickets
Agent load
balanced
Ticket inspector
Watch an email become an owned ticket
The raw inbound email, the enriched ticket Hookdesk builds from it, and a line-level view of everything the rules engine added.
100%
Of inbound email captured as tracked tickets
0
Conversations lost in personal inboxes
24/7
Client portal access with full ticket history
1-click
AI-drafted replies approved and sent
Managed onboarding
A concierge model, not a signup form
Three steps from first call to a fully running support desk.
01
Setup call
Meet a dedicated engineer to review your current inboxes, client tiers and response-time promises.
02
Desk configuration
We connect your mailboxes, import clients, set SLA policies, tags, routing rules and the branded portal.
03
Co-managed support ops
Our team stays in your Slack or Teams channel to tune routing, watch SLA drift and keep response times down.
Pricing
Priced on agents, not tickets
Every tier includes the shared inbox, client portal, assignment engine and the daily support brief.
Founders and small teams
Starter
£29/mo
- 2 agent seats
- 1 shared mailbox
- Client portal
- Standard round-robin
- 30-day history
Growing support teams
Growth
£149/mo
- 10 agent seats
- Unlimited mailboxes
- SLA timers and escalation
- Routing rules engine
- AI Reply Assistant
Multi-brand operations
Scale
£549/mo
- 50 agent seats
- Multi-brand portals
- Advanced workload caps
- CSAT and agent reporting
- Priority support
Mission-critical service
Enterprise
Custom
- Unlimited seats and brands
- Dedicated environment
- Custom SLAs and 24/7 support
- Full audit log retention
Calculator
Estimate your monthly cost
Slide to the number of agents answering tickets.
Agents
5
Recommended tier
Growth
Seats included
10
Estimated total
£149/mo