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Service desk

Every client request gets an owner and a deadline

Emails to your support address become cases with a priority, an owner and an SLA due date. Your team replies from the case, and the whole thread sits on the client's account.

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Available on Team and above.

Animated illustration with sample data.What the animation shows:
  1. A client case, "Logo files for the print run", is open on the Customer Thread tab with the client's email.
  2. Reply opens the reply form; the message is typed and sent, and the reply joins the thread.
  3. From Quick Actions, Change Status sets the case to Resolved.

The problem

Sound familiar?

How it works

From email to resolved

  1. 1

    Email becomes a case

    Messages sent to your case address create a case or add to an existing one. Out-of-office replies and delivery notices are recognized and skipped.

  2. 2

    Triage it

    Set a priority from Low to Urgent, assign an owner, and track the SLA due date.

  3. 3

    Reply on the thread

    Inbound and outbound email stays on the case, and clients can reply from the client portal.

  4. 4

    Resolve and document

    Move cases from New to Closed, and turn common answers into knowledge base articles.

In the app

The real screen

Captured from a demo workspace, not a mock-up.

A service case showing the client's email thread, SLA timer and linked account
  1. SLA timer
  2. Client email thread
  3. Linked account

What you get

Every channel recorded
Cases come in from email, the client portal, web forms or the app, and each one records where it started.
Inbound activity log
Settings lists recent support emails and what happened to each: case created, reply added, or skipped with a reason.
Knowledge base with preview
Write articles once, preview them as clients will see them, and point clients to the answer.
Linked to the account
Cases show on the client's account next to projects and invoices, so account managers see the full picture.
Assignee and owner
Separate who is working the case from who is accountable for it, and add custom fields for your own categories.
Automate with Flows
Notify the owner, escalate urgent cases or create a follow-up task when a case changes.

Read the documentation

Works with

Used by: agencies

Service desk: questions

Something else? Ask us.

  • Can I keep my existing support email address?

    Yes. Forward your support address to your SparkDesk case address. Routing uses the address the email was delivered to, not only the To and Cc lines.

  • Can clients open cases themselves?

    Yes. Clients can raise requests from the client portal or a web form, as well as by email.

  • Is the service desk on Solo?

    No. The service desk starts on Team, which includes 3 users and room for 2,500 cases.

Run your next client project in SparkDesk.

Start a 14-day free trial of any paid plan. No card needed, and you can drop to the Free plan at any time.

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