One queue for every message your customers send
Email, WhatsApp and web chat land in the same place, as tickets your team can assign, track and close.
- Replies thread back to the same ticket
- Acknowledgements sent automatically
- Bounces and out-of-office excluded
Tickets from email
Every mail to your support address becomes a ticket with a number, an owner and a status — and replies thread back into it instead of starting a new one.
Tickets from WhatsApp
A WhatsApp message raises a ticket the same way. The agent answers inside YuDesk; the customer sees a normal WhatsApp reply.
Summaries and suggested replies
Long threads arrive summarised, with a reply drafted from your past tickets and knowledge base. The agent edits and sends.
Resolve in chat
Customers keep chatting until the issue is closed, and agents see the whole history — so nobody explains the problem twice.
Public replies and internal notes
One thread holds both. Notes stay between your team; replies go to the customer with CC, BCC and attachments where needed.
Structure, audit and export
Custom fields, tags and categories to classify tickets; a field-level audit trail of every change; bulk export to CSV or XLSX.
Only the tickets that need a person reach one
Everything else is handled before it reaches the queue. What is left arrives routed, summarised and on a clock.
AI resolves the repeat questions
Balance queries, document checklists, status updates — the AI answers them from your knowledge base and closes the ticket. Your agents never see the ones that did not need them.
Escalation, with the context attached
When the first answer does not land, an expert picks the thread up — and when a person is needed, they arrive holding the full conversation and a summary. The customer is never asked to start over.
AI auto-fill on intake
An email arriving as a ticket gets its priority, queue, category, tags and custom fields populated on the way in. Anything a human sets wins, and if the AI call fails the ticket is still created — triage never blocks intake.
One thread, as many tickets as it needs
A mail raising two unrelated problems becomes two tickets, each with its own queue, owner and clock — instead of one ticket that closes when only half of it is done.
Automatic assignment
Tickets route by topic, language, channel, customer tier or load, and reach the right queue in seconds — not a shared pile someone triages by hand.
Migration without the weekend
Bring tickets, contacts, canned replies and history across from your current helpdesk. Your numbering, statuses and tags come with you, so nothing has to be relearned.
What happens when the first answer is not enough
Most chats end at the automated reply. The ones that do not are the whole test — and they are handed on inside a minute, with everything said so far attached.
A ticket at 2am reaches whoever is actually on call
Queues hold the work, rosters decide who owns it right now, and the handover happens on a schedule instead of in someone’s head.
Your customers stop having to ask
A portal of their own, switched on per client. Fewer chasing emails for your team, and no customer left guessing where a ticket got to.
Sign in with an email OTP
No password to create, forget or reset. A one-time code to the address already on the ticket is enough to prove who they are.
See every ticket they have raised
Status, history and replies in one place — so “any update on this?” stops arriving as a separate email.
Raise and reply, with attachments
Customers open new tickets and answer existing ones from the portal, attaching whatever the agent asked for.
Acknowledged automatically
Every ticket raised and every reply sent gets an immediate confirmation email, so nobody wonders whether it landed.
What is happening, while it is still happening
Queue load, SLA risk and agent performance visible during the shift they describe.
A live board, not a weekly report
Volume, first-response times, resolution rate and SLA breaches on one screen, moving through the shift they describe.
Filter and sort the whole queue
Slice the ticket list by queue, owner, priority, status or SLA state, and keep the view you work from.
Agent performance reports
Volumes handled, resolution times and SLA attainment per agent, so coaching conversations start from evidence.
Export, with permissions
Bulk export to CSV or XLSX, gated by role — the people who should not be extracting the whole ticket history cannot.
WhatsApp, with a real queue behind it
WhatsApp is a support channel, not a side door. YuDesk gives it the same queue, the same ownership and the same history as everything else.
A shared inbox, not a personal phone
Every WhatsApp conversation is visible to the team. Anyone can pick one up, hand it over, or see what was already said.
Approved templates
Send pre-approved WhatsApp templates for updates, reminders and confirmations — compliant by default, no copy-pasting.
Turn a chat into a ticket
One click converts a conversation into a tracked ticket with an owner and an SLA, and keeps the chat attached to it.
Customer context beside the chat
Past tickets, open leads, documents and KYC status sit next to the message, so the agent answers without going looking.
From first enquiry to signed customer, in one pipeline
The same platform that answers your customers also tracks the people who are not customers yet — with stages your team can actually see.
Capture from every source
Website forms, WhatsApp, inbound email, campaigns and imports all create leads in the same pipeline — no spreadsheet in between.
Assign and follow up
Give each lead an owner and a next action with a due date. Overdue follow-ups surface instead of quietly ageing.
Score and prioritise
Rank leads by source, engagement and fit, so the team works the ones most likely to close first.
Convert to a customer
When a lead closes, it becomes a customer record with its full history — every conversation that got it there stays attached.
Verify a customer the way the case deserves
Five modes, from a fully automated avatar session to a live advisor call. Same checks, same audit trail — you choose how much human time each journey is worth.
How it works
An AI avatar walks the customer through the session on video — asking for each document, confirming what it received and prompting for the liveness check. No agent is scheduled and no slot is needed.
Best for
High-volume onboarding where customers arrive at all hours and the flow is the same every time.
Checks inside every session
Whichever mode you pick, the same four checks run and the same evidence is stored against the case.
The half nobody demos, and every desk needs
The unglamorous half: permissions, audit, retention, reporting. It is the half that decides whether the platform survives its first compliance review.
Routing rules
Send tickets to the right queue by topic, language, channel or customer.
Canned replies
Saved answers your team can insert and edit, kept in one shared library.
Multilingual replies
Read and answer in the customer’s language without leaving the ticket.
Knowledge base
Articles your agents and the AI both draw on, so answers stay consistent.
Integrations
Connect your CRM, core systems and internal tools so context flows both ways.
Roles and permissions
Admin, Manager, Agent and On-call Manager built in, plus a custom role builder for anything else.
Google SSO and invites
Sign in with Google; onboard the rest of the team by email invitation.
Multi-workspace
Run separate workspaces side by side, each with its own queues, roles and config.
Working hours and holidays
Business calendars and holiday lists that SLA clocks actually respect.
In-app and Slack notifications
Ticket events in-app, and queue-level Slack channels for updates and SLA breaches.
Admin config, no redeploys
Users, queues, rosters, ticket fields, SLA policies, roles and feature flags are all configured in the UI.
Reports and analytics
Volumes, response and resolution times, SLA performance, agent and queue load — exportable to CSV or XLSX by role.
Audit trail
Field-level history — every status change, reassignment and edit recorded with who and when.
Document capture
Collect, store and validate customer documents against the right case, with attachments on every reply.
Fraud and duplicate signals
Flags repeat applications, mismatched details and suspicious patterns.
Data retention
Retention and deletion policies you set, applied consistently across records.
What changes for the people doing the work
Platform consolidation is the mechanism. These are the things your team notices in the first fortnight.
See YuDesk on your own tickets
Bring a week of real conversations. We will show you what the AI would have closed, what it would have routed, and what your team would still be answering.