Hookdesk for High-Growth
Volume triples. Response time should not.
Growth breaks support before it breaks anything else. Hookdesk absorbs spikes with rules-based triage, load-aware assignment and SLA escalation so the customer experience does not degrade while you hire.
- Routing rules engine
- SLA timers with escalation
- AI reply assistant
In the workspace
What this looks like day to day
The queue stays scannable at volume: priority, client tier, owner and remaining SLA on every row, with at-risk tickets highlighted.
Admin / SLA control
First response and resolution targets
Working-time clocks pause outside the London support calendar and while a ticket waits on the customer.
UrgentIn focus
Warn at 70% · escalate at 85%
High
Warn at 75% · team lead escalation
Normal
Monday–Friday business hours
What just happened
Live audit- HD-4182 · 12m first response remaining
- 2HD-4178 · resolution due in 1h 40m
- 3Weekend clocks resume Monday at 09:00
Recommended setup
How we configure it
Tiered SLAs
Different promises per client tier, measured in working time.
Rules first
Tag, prioritise and assign before a human reads anything.
Workload caps
Assignment respects who is online and how loaded they already are.
AI drafts
Repetitive questions get a grounded draft the agent approves.
Outcomes
What changes once it is running
Spike handling
Triage stays automatic when daily volume doubles overnight.
Onboarding new agents
Docs, canned responses and AI drafts shorten ramp-up.
Visibility
Reports compare period on period so drift is caught in days.
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.
Enterprise
Dedicated environment, custom SLAs, full audit-log retention and 24/7 support in your own channel.
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.