Welcome to nabudesk
nabudesk is a shared helpdesk for support teams: one inbox for customer conversations, and the tools to answer them well.
What nabudesk does
nabudesk gives your team one place to receive, answer, and track customer requests. Customers write to your support email address, and each conversation becomes a ticket that your team can assign, reply to, and resolve together.
- A shared inbox where every conversation lives, with search, filters, and bulk actions.
- Contacts and organizations that keep each customer's history in one place.
- Service levels (SLAs) that put response and resolution deadlines on tickets.
- Automation that assigns and updates tickets for you.
- A Help Center where your team writes down the answers it gives most often.
- A dashboard and reports that show how your desk is doing.
The main ideas
| Term | What it means |
|---|---|
| Workspace | Your company's nabudesk account. Tickets, people, and settings all live inside it. |
| Agent | A person on your team who works tickets. Every agent uses one seat on your plan. |
| Ticket | One customer conversation, from the first message to its resolution. |
| Contact | A person who writes to you. |
| Organization | A company that groups contacts, usually by email domain. |
| Group | A team queue, such as Billing or Technical Support. |
| Role | The set of things a person is allowed to see and do. |
| SLA | A deadline for responding to a ticket or resolving it. |
Finding your way around
The menu on the left is your starting point: Dashboard, Tickets, Contacts, Organizations, and Help Center, plus others such as Calendar, Reports, and Admin when they are available to you. Which items you see depends on your role and on how your administrator has set up the workspace.
The search bar at the top finds tickets and contacts by subject, tag, or ticket number, from any page.