What happens if we do not run Flow?

Desk still works — you maintain the customer list in Desk instead of reading it from Flow. The SLA clocks then run on policies you set by hand rather than on the contract that was actually sold.

Does it do phone support?

No. Desk logs calls against the ticket and the account, but there is no dialler and no call recording. If telephony is the centre of your support operation, we are the wrong tool for that part of it.

Treepie Desk · Customer support & ticketing

Support that knows the account before it answers.

The ticket arrives carrying the customer, the contract and the project it belongs to — so the first question is never “who are you and what did you buy”.

Book a demo What is inside Desk

3 daysto a live queue

−44%first response time

1 clickticket to task

Queue — open23 tickets

CustomerIssueClock

Kanaka FoodsImport failing1h 12m left

Bexley GroupAccess request4h left

Ardent LabsBilling querybreached

Halstead & CoFeature questionno SLA

Perrin StudioPassword resetresolved

clocks pause while you are waiting on the customer

The problem

The first question on every ticket should not be “who are you”.

A helpdesk that only knows an email address makes the customer explain their own history. Desk opens the ticket on the account, the entitlement and the work already in flight.

BeforeWith Desk

A new ticketan address and a subject linethe account, contract and open project

SLAa spreadsheet somebody maintainsa clock derived from what was sold

An escalationforwarded to a person, then silencea task in delivery with an owner

Inside Desk · 6 features

6 features, and what each one is joined to.

All features →

Feature 01 of 06 · joins FlowTicket queuesRouted by account, product or entitlement, and arriving with the customer record already attached to them.

Read the feature page →

Who opens it

4 people, one row, 4 different mornings.

Support agentThe account, the contract and the open work, already on the ticket.

Support leadQueues, SLAs, and where the breaches are actually coming from.

Account managerA heads-up before the renewal call rather than after it.

ProductWhat people are genuinely stuck on, counted rather than guessed.

One record

Where Desk meets the rest of the company.

Nothing here is an integration. Each line is two products reading the same row from different sides.

See all seven →

Desk + FlowA ticket opens carrying the account, the contract and whatever is currently in delivery for them.

Desk + LoopAn escalation becomes a task with a real owner, and reports back when it closes.

Desk + BooksEntitlement is checked against what was actually sold, not against what the customer remembers.

Halstead & Co · 61 staff · industrial supply

“Agents stopped asking customers which contract they were on. That is the entire review.”

Marcus Bell, Support Manager

−44%first response

23%deflected

3 daysto a live queue

0SLA spreadsheets

In practice

What actually changes, and when.

Week oneWeek one is mostly deleting macros. The saved replies you brought over turn out to be full of details the record already knows.

Month twoThe measurable change is first-response time, but the one people mention is that escalations stop disappearing — they become tasks somebody owns.

The quarterBy month three the deflection numbers start deciding what gets written, because you can see which article stopped which kind of ticket.

Getting in

A live queue by the end of day three.

Migration guides →

Day 101 / 04Forward the addressEmail lands in a queue. Nothing else changes yet, nothing breaks, and nobody has to be trained.

Day 202 / 04Write the SLA policiesFrom the contracts rather than from memory. Two of them will turn out to contradict each other.

Day 303 / 04Import macros, delete halfMost saved replies exist to repeat details the record already knows about the customer.

Day 304 / 04Start the clocksOnce the queue is real and the policies are agreed, the SLAs begin counting for real.

Under every product

The boring parts, done once.

Permissions, audit, API and backups belong to the record, not to Desk — so they are the same in every product you add.

Security & trust →

Record-level permissionsRoles, teams and field rules. Salary is a separate permission from the rest of the record.

Audit trailWho changed what, when, and what it was before. Retained for the life of the account.

API & webhooksDocumented REST, a token per integration, and webhooks that fire on the same events the interface does.

Imports & bulk editCSV in, CSV out, and a bulk editor that shows you the diff before it commits anything.

Uptime & backups99.9% target, a published status page, and point-in-time restore for the last 30 days.

Data residencyUK and EU regions. Your data stays in the one you pick, backups included.

Honest limits

What Desk does not do.

No telephonyCalls are logged against the ticket and account, but there is no dialler and no call recording.

No community forumSelf-serve articles yes, a moderated user community no. That is a different product.

One SLA clock per ticketNested or per-component SLAs are not supported, and that is deliberate rather than pending.

Pricing

Desk is £11 a seat. Every product you add costs less.

The record underneath is free. Switch on a second product and the whole bundle steps down — up to 40% with all seven.

Desk pricing →Build a bundle

1list

2−10%

3−18%

4−25%

5−30%

6−35%

7−40%

Questions

Desk, answered.

Anything else — ask a person.

Yes, and most do. An address forwards into a queue, replies thread normally, and the customer never sees a portal unless you want them to. The portal exists for entitlement checks and self-serve, not as a wall in front of a human.

The other 6.

Compare all →

FlowSales & customer management NestHR & employee management LoopProject & work management BooksFinance & accounting GrowthSEO & website growth intelligence PulseAI customer & employee assistant