Hookdesk for Enterprise
Contractual service levels, evidenced
Enterprise support is measured, audited and occasionally disputed. Hookdesk enforces roles on the server, records every event on the ticket and reports attainment against the calendar you actually contracted to.
- Unlimited seats and brands
- Custom SLA contracts
- Complete audit trail
In the workspace
What this looks like day to day
Attainment, resolution time and reopen rate per period, built from the same event history that backs any individual ticket dispute.
Admin / Team / Permissions
Capability matrix
Roles and scopes are checked on every privileged request, not inferred from which controls happen to be visible.
Manage ticketsIn focus
Supervisor · Global · Admin · Global
Edit routing rules
Supervisor · Restricted · Admin · Global
Security & billing
Other roles receive 403 Forbidden
What just happened
Live audit- Roles stored separately from profiles
- 2Permission update logged by actor
- 3Row-level access remains independently enforced
Recommended setup
How we configure it
Role model
Agent, supervisor and admin roles with a granular permission matrix.
Custom calendars
24/7 or regional business hours per contract tier.
Audit retention
Full event history retained for compliance review.
Named support
Our engineers stay in your Slack or Teams channel.
Outcomes
What changes once it is running
Security posture
Row-level security plus server-side role checks on every privileged call.
Evidence
Every assignment, edit and reply timestamped and attributable.
Scale
Multiple brands and mailboxes in one workspace.
Other solutions
Explore a different fit
Startups
Run a professional support desk before your first support hire. Shared inbox, round-robin and a client portal from day one.
High-Growth
Survive launch-day spikes without missed tickets. Routing rules, workload caps and escalation keep response times flat as volume climbs.
Agencies
One desk per client with branded portals, per-client SLAs and a single team view across every account you serve.
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.