Every customer conversation, answered on time.
Hookdesk is the support desk for teams that treat service as a product: a shared inbox, an assignment engine, a branded client portal and an AI that drafts the reply before an agent even opens the ticket.
Detects: New email from an enterprise account sitting unassigned for 10 minutes.
Understands: Negative sentiment, billing topic, first-response SLA breaches in 42 minutes.
Recommends: Round-robin to the on-duty senior agent and draft an AI reply for one-click send.
first response
2m 14s
open tickets
23
sla on track
98%
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.
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.
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 your clients, set SLAs, 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