Everything your support team needs, in one place.
A complete case management and ticketing platform — omnichannel intake, automations, reporting, AI assist, and enterprise security, all fully managed. Available on desktop and mobile.
Shared inbox & ticketing
Turn every message into a trackable ticket: assignments to a person or whole team, tags, statuses, internal notes, @mentions, saved replies, custom fields, merge, snooze, followers, and a unified global inbox.
Omnichannel intake
Email, live chat, a contact-form portal, WhatsApp, SMS, Telegram, Facebook, and X — every channel becomes a ticket in the same queue.
Self-service knowledge base
Publish a branded help center so customers can find answers themselves and deflect routine tickets before they reach your team.
Automations & workflows
If-this-then-that workflows, smart routing, round-robin assignment, auto-replies, office hours, out-of-office, send-later, and a Kanban board.
Reporting, CSAT & wallboards
Conversation, productivity, and satisfaction reports, customer CSAT ratings, time tracking, CSV export, custom dashboards, and real-time office wallboards.
AI assist
AI-drafted replies in your brand voice, thread summaries, instant translation, and smart categorization to help your team move faster.
Metrics & reporting
Full visibility into queue workload, team productivity, and response and resolution performance — with SLA tracking, trends over time, and exportable data, so you always know where things stand.
Branded as yours
Fully branded as you: your logo, colors, custom domain, branded email templates, custom ticket-number formats, and dark mode.
Integrations & API
Slack, Jira, WooCommerce, your CRM, and more — plus a full API, webhooks, and custom modules to build anything.
Built on a proven support workflow.
DeskStack runs on a mature, battle-tested helpdesk core refined over years and used by thousands of teams — so the fundamentals just work.
Customer portal
Customers submit requests and check ticket status in a branded self-service portal.
Automated workflows
Set rules and automatic actions — routing, SLAs, aging alerts — to keep work moving on its own.
Customer fields
Capture and surface the customer information that matters, right beside every conversation.
Your support data, turned into insight.
Every conversation is a data point. DeskStack turns yours into clear, customizable reports and dashboards — so you can see exactly when tickets land, where time goes, and how your team is performing.
- Custom dashboards built around the questions you actually ask
- Volume, response, resolution, and CSAT trends over time
- Export anything — or build the view the built-in reports can't show
Inbound volume
Tickets by day and hour, in your timezone. Darker is busier.
Show the numbers
| Day | Peak hours |
|---|---|
| Mon | 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00 |
| Tue | 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00 |
| Wed | 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00 |
| Thu | 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00 |
| Fri | 09:00, 10:00, 11:00, 13:00, 14:00 |
| Sat | no peak hours |
| Sun | no peak hours |
The numbers you get asked for, ready before you are asked.
Volume, speed, backlog, satisfaction and workload, measured continuously across every channel — with no spreadsheet in the middle and nobody exporting anything by hand.
Volume and mix
How much is arriving, through which channel, about what — and how that is shifting week on week rather than only this morning.
First response time
Median and 90th percentile, split by queue, team, agent and priority, so one slow outlier cannot hide behind a healthy average.
Resolution time
How long a case takes end to end, how many replies it needed, and which stage the time actually went into.
Backlog and ageing
What is still open, how long it has been open, and what is quietly getting older at the bottom of the queue.
Customer satisfaction
CSAT collected after resolution and tied back to the agent, queue and conversation that earned it — not a floating monthly number.
Reopen rate
How often a closed case comes back. The clearest single signal that speed is starting to cost you quality.
Median first response
1.2h
38% faster
Median resolution
6.4h
21% faster
SLA attainment
96.4%
+2.1 points
Tickets resolved
3,481
+12% on last month
Median first response, last 12 weeks
One team, after routing rules and an SLA policy went in. Lower is better.
| Week | Median first response |
|---|---|
| W1 | 4.8h |
| W2 | 4.5h |
| W3 | 4.1h |
| W4 | 3.6h |
| W5 | 3.4h |
| W6 | 2.9h |
| W7 | 2.6h |
| W8 | 2.2h |
| W9 | 2h |
| W10 | 1.7h |
| W11 | 1.4h |
| W12 | 1.2h |
Where the conversations come from
Channel mix across a typical month, as a share of all conversations.
| Channel | Share |
|---|---|
| 46% | |
| Web form | 22% |
| Live chat | 16% |
| Phone | 10% |
| Social | 6% |
Get DeskStack on your inboxes.
We'll configure everything around your real workflow and manage it for you.