Which features are on Starter?

18 features are on Starter, including the shared inbox, live chat, web forms, call logging, customer matching, round-robin, the customer timeline, macros, internal notes, CSAT surveys and roles.

What does Standard add?

Routing rules, SLA policies and plan-based targets, business hours, auto-tagging, article suggestions, drafted replies, escalation, billing holds, the help centre and SLA reports.

What’s only on Complete?

Multiple brands, incidents, side conversations, revenue-weighted reporting, API and webhooks, and audit exports.

Does Desk include live chat?

Yes, on every plan. The chat widget sits on your site and each conversation becomes a ticket in the same queue as email.

Can Desk read SLA targets from contracts?

Yes, from Standard with Flow switched on. The customer’s plan on their deal sets their first-response and resolution targets.

Does Desk have a knowledge base?

Yes, from Standard: a public help centre on your domain, article versions and reader feedback, with articles suggested to agents as they reply.

Can Desk draft replies with AI?

Yes, with Pulse. Drafts are written from the customer’s record and always shown to the agent to check before sending.

Which features need other Treepie products?

Customer matching, plan-based targets and account alerts use Flow; linked tasks and handover use Loop; invoice status and billing holds use Books; drafted replies use Pulse.

Can we run several brands from one Desk?

Yes, on Complete. Each brand gets its own addresses, chat widget and help centre, sharing one team and one set of reports.

Can we import our ticket history?

Yes. Past tickets import with their conversations and are linked to the right customers. Migration is included.

Per agent, per month: Starter $13, Standard $24, Complete $40. Colleagues who only comment on tickets are free.

Treepie Desk · Helpdesk & support

Every Desk feature, from first message to resolved.

41 helpdesk features, arranged in the order a ticket meets them — so you can see exactly what happens at each step, and which plan it’s on.

Start free with Desk →Book a walkthrough

17ArriveChannels & inbox
27RouteRouting & SLAs
38AnswerReplies & context
46EscalateEscalation & teamwork
54ResolveResolution & feedback
69LearnKnowledge & reporting

In short

What features does Treepie Desk include?

Treepie Desk includes 41 helpdesk features, organised around the life of a ticket: channels and inbox, routing and SLAs, replies and customer context, escalation, resolution and feedback, and knowledge and reporting. Each ticket opens beside the customer’s deal, project and invoices, SLA targets are read from their plan, and escalations reach the account owner, so agents rarely need to ask anyone for context.

Features: 41 across 6 stages
On Starter: 18 features from $13
Channels: Email, chat, forms, calls
Connects to: Flow, Loop, Books, Pulse

41 features

Arrive · 7 features

Channels & inbox

Every way a customer can reach you lands in one queue, attached to the right account.

Shared email inbox

All plansSupport addresses feed one queue, threaded by conversation.

Live chat

All plansA website widget that opens a ticket when the chat ends.

Web forms

All plansForms with fields you define, feeding the same queue.Uses Growth

Call logging

All plansLog a phone call against a ticket with notes and duration.

Customer matching

All plansEach message matched to its contact and company automatically.Uses Flow

Spam & duplicate filter

All plansAuto-replies, spam and repeat messages merged or dropped.

Multiple brands

CompleteSeparate addresses, widgets and help centres per brand.

Route · 7 features

Routing & SLAs

Tickets reach the right person with the right deadline before anyone reads them.

Routing rules

Standard+Queue and assignee chosen by plan, channel and message content.

Round-robin

All plansEven distribution across the agents on shift.

SLA policies

Standard+First-response and resolution targets per plan.

Plan-based targets

Standard+Targets read from each customer’s contract in Flow.Uses Flow

Business hours

Standard+SLA clocks that pause outside your working hours and holidays.

Priorities

All plansP1 to P4, set by rule or by the agent.

Auto-tagging

Standard+Tags added from keywords and form fields.

Answer · 8 features

Replies & context

Agents see the customer’s whole situation and reply with what you’ve already written.

Customer timeline

All plansPast tickets, deals, projects and invoices beside every conversation.

Deal & project panel

All plansThe live deal from Flow and the project from Loop in the sidebar.Uses Loop

Invoice status

All plansOpen and overdue invoices from Books on the ticket.Uses Books

Macros

All plansSaved replies and actions applied in one click.

Article suggestions

Standard+Help-centre articles suggested as the agent types.

Drafted replies

Standard+Pulse drafts a reply from the record for the agent to check.Uses Pulse

Collision detection

All plansSee when someone else is already replying.

Internal notes

All plansNotes and @mentions the customer never sees.

Escalate · 6 features

Escalation & teamwork

Problems reach the people who can fix them, and the account owner hears before a breach.

Escalation rules

Standard+Alert the lead at a share of the SLA target.

Account-owner alerts

Standard+The owner in Flow is told when their customer escalates.Uses Flow

Linked tasks

Standard+Create a Loop task from a ticket and track the fix.Uses Loop

Billing holds

Standard+Payment reminders pause in Books while a billing ticket is open.Uses Books

Incidents

CompleteGroup many tickets under one incident and reply to all at once.

Side conversations

CompleteEmail a third party from inside the ticket.

Resolve · 4 features

Resolution & feedback

Close the loop with the customer and write back to the account.

CSAT surveys

All plansA one-question survey sent when a ticket is solved.

Account health

Standard+Ticket volume and CSAT written to the account in Flow.Uses Flow

Reopen rules

All plansCustomer replies reopen the ticket with its history.

Handover from projects

Standard+Go-live in Loop opens a support entitlement and runbook.Uses Loop

Learn · 9 features

Knowledge & reporting

Answers written once, and reports on what the queue is telling you.

Help centre

Standard+A public, searchable help centre on your domain.

Article versions

Standard+Drafts, reviews and published versions per article.

Article feedback

Standard+Readers rate articles; low scores flag a rewrite.

SLA reports

Standard+Met, at-risk and breached by plan, queue and agent.

CSAT reports

All plansSatisfaction by agent, plan and topic.

Revenue-weighted reporting

CompleteVolume and SLA by account value and renewal date.Uses Flow

Roles & field rules

All plansWho can see invoices, notes and account values, set once.

API & webhooks

CompleteRead and write tickets from your own tools.

Audit exports

CompleteFull ticket and change history for auditors.

Channels

Six ways in. One queue.

Every channel shares the same routing, SLAs and customer context, so a chat and an email from the same person are one conversation.

Email

Support addresses into one threaded queueAll plans

Live chat

Website widget, becomes a ticketAll plans

Web forms

Your fields, same queueAll plans

Phone

Calls logged against ticketsAll plans

Help centre

Self-service before a ticket existsStandard+

API

Tickets from your own productComplete

By plan

What each plan adds to the queue.

Starter covers a small team answering well. Standard adds the machinery for SLAs. Complete adds scale.

Starter · $13 / agent / mo

18 of 41 featuresShared inbox, live chat, forms and calls; customer timeline with deal, project and invoice; macros, notes and CSAT surveys.

Standard · $24 / agent / mo

35 of 41 featuresAdds routing rules, plan-based SLAs and business hours, escalation and account-owner alerts, the help centre, article suggestions and drafted replies.

Complete · $40 / agent / mo

41 of 41 featuresAdds multiple brands, incidents, side conversations, revenue-weighted reporting, the API and audit exports.

Who it’s for

Which features each role opens most.

Agents live in the inbox. Everyone else touches Desk at a few specific moments.

Support leadsRouting rules, SLA policies, escalation rules, SLA and CSAT reports.“Which queue breaches most, and on which plan?”

AgentsShared inbox, customer timeline, macros, article suggestions and drafted replies.“Has this customer asked this before?”

Account managersAccount-owner alerts, account health and revenue-weighted reporting.“Is anything open on accounts renewing this month?”

Knowledge managersHelp centre, article versions and article feedback.“Which articles get the lowest ratings?”

Compared

Desk’s feature set, compared.

Every helpdesk has an inbox and SLAs. Desk’s are connected to the rest of the customer.

	Spreadsheets & email	Standalone helpdesk	Treepie Desk
Customer context	Search the CRM in another tab	Contact details and past tickets	Deal, live project and invoices in the sidebar
SLA targets	A list of who pays for what	Policies assigned by hand	Plan-based targets read from the contract
Escalation	Forward and hope	Alerts inside the support team	Account owner alerted in Flow; fix tracked in Loop
Billing tickets	Wait for finance to reply	Hand-off to another tool	Invoice status on the ticket; reminders pause in Books
Reporting	Counts in a spreadsheet	SLA and CSAT dashboards	SLA and CSAT weighted by account value and renewal

Desk features, answered.

Anything else — ask a person.

Desk has 41 features grouped by the life of a ticket: arrive, route, answer, escalate, resolve and learn.

See every feature on your own queue.

We import a sample of your real tickets and show them in Desk with the customer context beside them. Thirty minutes.

Start free with Desk →Book a walkthrough

Live in two days

Day 1Import ticketsTwo years of history, linked to customers.
Day 1Set SLA policiesTargets read from each customer’s plan.
Day 2Connect channelsEmail, chat and forms point at one queue.
Day 2Let agents inThe old helpdesk stays readable for a month.

The other sixCompare all →

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

What features does Treepie Desk include?

Spreadsheets & email

Standalone helpdesk

Treepie Desk

Customer context

Search the CRM in another tab

Contact details and past tickets

Deal, live project and invoices in the sidebar

SLA targets

A list of who pays for what

Policies assigned by hand

Plan-based targets read from the contract

Escalation

Forward and hope

Alerts inside the support team

Account owner alerted in Flow; fix tracked in Loop

Billing tickets

Wait for finance to reply

Hand-off to another tool

Invoice status on the ticket; reminders pause in Books

Reporting

Counts in a spreadsheet

SLA and CSAT dashboards

SLA and CSAT weighted by account value and renewal