Conversation-first ticket workspace

All plans

Manage support tickets with status, priority, assignment, activity and a clear customer conversation in one workspace.

Collaboration, tags and saved views

All plans

Keep teams aligned with internal activity, collaboration tools, ticket tags and reusable views.

SLA timers

All plans

Track response and resolution expectations directly against the support workflow.

Support email

Plan capacity applies

Receive customer email into SmartDesk and reply from the ticket workspace. Each plan defines how many support email addresses can be connected per project.

SmartChat live chat

All plans

Add SmartChat to approved websites for real-time conversations, Knowledge AI answers and live-agent handover.

Public Help Center

All plans

Publish self-service articles in a searchable public Help Center and let customers find answers before opening a ticket.

Knowledge Base

All plans

Create, review and publish support articles organised into categories for agents and customers.

Customer-facing Knowledge AI

All plans

Connect your organisation's OpenAI account so SmartChat can answer from published SmartDesk knowledge with grounded customer-facing responses.

Agent Copilot

Pro & Enterprise

Give agents contextual AI assistance inside the support workflow while keeping the human agent in control.

AI ticket preparation & knowledge drafting

Pro & Enterprise

Prepare ticket context and draft Knowledge Base content with AI, ready for agent review rather than automatic publication.

Automatic assignment

Pro & Enterprise

Automatically distribute new tickets using the assignment rules configured for a project.

Escalation rules

Pro & Enterprise

Escalate tickets when configured SLA conditions are reached while preserving the underlying ticket history.

Email branding

Pro & Enterprise

Apply organisation branding to customer ticket email where the selected package allows advanced branding.

Advanced Help Center branding

Pro & Enterprise

Extend the public Help Center presentation beyond the core Starter experience.

External API access

Pro & Enterprise

Use SmartDesk API access for supported external integrations and workflows.

Basic reporting

All plans

Review the core operational reporting included with SmartDesk.

Advanced SmartChat & AI reporting

Pro & Enterprise

Analyse deeper SmartChat and AI activity where advanced reporting is enabled.

Report export

Pro & Enterprise

Export supported reporting data when your package includes report export.

Roles and permissions

Core platform

Keep commercial package access separate from user permissions so each organisation can control who may administer and use SmartDesk features.

SmartDesk Help

Product help

Open the SmartDesk product Help Center from inside the application to search published guidance and support articles.