Product capabilities
The structure to deliver consistently. The focus to keep work moving.
SpectoDesk connects the agent workspace, customer experience and operational controls your B2B service team needs—without turning everyday support into an enterprise implementation project.
Book a walkthroughTicketing and collaboration
Keep the full request in one place.
Give agents the context and collaboration tools to move work forward without crossing the customer conversation.
Configurable ticketing
Shape statuses, priorities, types, tags, teams, due dates and custom fields around your service.
One conversation timeline
Keep the original request, public replies, internal notes, attachments and activity together.
Rich email workflow
Use To, CC, BCC and reply-all with threaded inbound email, delivery tracking and retry.
Live collaboration
Mention agents, follow tickets and see who is viewing or composing before you respond.
Connected work
Create parent, child and linked relationships, or clone, split and merge tickets as work evolves.
Faster queue management
Search, filter, sort, export and apply bulk actions with reusable templates and saved responses.
Customer portals and context
A professional front door for every service.
Give agents the relationship context they need and customers the right place to ask for help.
Companies and contacts
Keep customer organisations, people, configurable fields and ticket history connected.
Multiple branded portals
Create portals with their own name, logo, colours, copy and optional custom domain.
Controlled access
Assign contacts to the right portals with contact roles and optional company-wide ticket visibility.
Customer self-service
Let customers raise requests, continue conversations, upload files and track progress.
Flexible ticket references
Choose number formatting and optional tenant or portal-specific prefixes.
Audited view-as-contact
Support customers in their own portal experience while recording impersonated activity.
SLAs and service operations
Make every commitment visible.
Define service targets across the custom priorities your organisation actually uses.
One policy, every priority
Set first-response and resolution targets for all active priorities within a single policy.
Business hours or 24/7
Let routine tickets follow business hours while critical priorities continue around the clock.
Versioned calendars
Schedule changes to working windows without rewriting the history of existing ticket targets.
Timezone-aware timing
Display ticket dates and calculate working time in the tenant’s configured timezone.
Ticket-level snapshots
Keep the policy and calendar basis applied to each ticket stable as configuration changes.
Optional escalation
Escalate breached tickets to the right team and record the action in the ticket timeline.
Automation
Automate routine decisions, not relationships.
Create consistent responses to ticket events while agents focus on the customer.
Event-based rules
Start a rule when a ticket is created or changed, then evaluate multiple conditions.
Routing actions
Assign the right team or agent based on priority, type, customer context or field values.
Field and tag updates
Update ticket properties, custom fields and tags as the workflow progresses.
Templated communication
Add a comment or send an email using ticket and custom-field values in the message.
Knowledge and live chat
Answer now. Capture what matters.
Turn repeat answers into trusted guidance and real-time conversations into tracked work.
Structured article studio
Build guides from sections, callouts, steps, lists, links and code without raw HTML.
Drafts and publishing
Preview changes, publish versions, restore earlier releases or unpublish while retaining history.
Internal and customer content
Keep whole articles, individual sections or supporting documents available only to staff.
Findable knowledge
Organise content with categories and tags, then search it from the agent or customer experience.
Shared live-chat queue
Set availability, claim conversations, exchange messages and close completed chats.
Chat-to-ticket conversion
Turn a conversation that needs follow-up into a ticket without losing its operational context.
Reporting and administration
Understand the operation and control the workspace.
Give managers visibility while keeping configuration, access and background work accountable.
Dashboard and CSAT
Track operational activity and review customer satisfaction responses after resolution.
Saved reports
Select columns and filters, run reports when needed and download the resulting data.
Scheduled exports
Generate CSV or JSON exports manually or on a recurring schedule.
Audit and operations
Review key configuration activity, support actions and background operational events.
Granular permissions
Control access across tickets, companies, contacts, reports, settings and administration.
Guided onboarding
Use a live readiness checklist that completes as teams, portals and service settings are configured.
See SpectoDesk with your workflow in mind.
A walkthrough is shaped around your team, customers, channels and service commitments—not a generic feature tour.
Book a product walkthrough