Platform
One desk between your customers and your team
Hookdesk captures every inbound conversation, routes it to the right agent, drafts the reply, and keeps a full record of what happened at each step.
Core platform
Decisions, not dashboards
Every module exists to get one thing done faster: the right reply, from the right person, inside the SLA.
Command Centre
Shared Inbox
Every mailbox, channel and client in one live queue with owner, priority and SLA state on each row.
Decision Centre
Assignment Engine
Round-robin, load-balanced and skill-based routing puts every ticket in front of the right agent automatically.
Hook AI Assistant
Reply AI Assistant
Drafts answers from your past resolutions and help content, ready for an agent to approve and send.
Performance & Budgets
SLA & Workload Control
First-response and resolution targets per client tier, with live breach warnings before they happen.
Context Engine
Routing Rules Engine
No-code rules that tag, prioritise, assign and escalate based on sender, subject, keywords and client tier.
Daily Brief
Daily Support Brief
Morning summary of overnight volume, breached SLAs, unhappy clients and the tickets that need attention first.
Module A
Capture, triage and assign
From inbound email to an owned, prioritised ticket in seconds, not hours.
Gmail Sync
Two-way sync with your existing mailboxes. Replies send from your address, threads stay intact, nothing lives in two places.
Conversation Threading
Every email, portal message and internal note on one timeline, with full client history a click away.
Round-Robin Assignment
Fair, automatic distribution across the team that respects working hours, time off and current load.
Dynamic Tags & Companies
Tag taxonomies, company grouping and client tiers that drive routing, SLAs and reporting.
Collision Detection
See when a teammate is viewing or replying to a ticket so two agents never answer the same customer twice.
Module B
Resolve, measure and prove it
The tools agents reply with, and the evidence managers need.
Client Support Portal
A branded self-service portal where clients raise tickets, track status and read their full history, with no seat cost.
SLA Timers
Per-tier first-response and resolution clocks with at-risk highlighting and automatic escalation when a breach is close.
Permissions & Audit Log
Role-based access for agents, managers and admins, with a complete record of every assignment, edit and reply.
CSAT & Reporting
Satisfaction scores, response times and per-agent workload reports that show exactly where service slips.
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.
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
Rules engine
Your support policy, enforced automatically
The rules layer that decides how tickets are handled, and proves what happened afterwards.
Configurable SLA policies
Define first-response and resolution targets per client tier, priority or tag, with business-hours awareness.
Routing rule enforcement
VIP senders, keywords and client tiers automatically set priority, owner and escalation path.
Workload safeguards
Cap open tickets per agent and redistributes the queue when someone is offline or overloaded.
Automated audit logs
A complete record of who assigned, edited, replied or closed any ticket, ready for compliance reviews.
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