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.
- 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
Deep dives
Explore each module
Every module has its own page with screenshots and a walkthrough of how it behaves.
Open, Unassigned, Pending and All - one live queue across every mailbox.
Read more →Ordered conditions set owner, priority and tags the second mail lands.
Read more →Response and resolution clocks that respect your business hours.
Read more →Drafts grounded in your docs and past resolutions - agent approves.
Read more →Branded self-serve: raise, track and rate tickets, read the help centre.
Read more →Volume, first response, resolution, CSAT and tag trends period on period.
Read more →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.
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.
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.
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 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.
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