Features · HDdesk

Brands (domains)

Each domain you support from, such as acme.com, has its own identity. Every inbox on that domain replies as that business.

Name, logo, favicon and brand colours
Default sender name and reply signature
Email header and footer for customer mail
Ticket prefix per brand, such as ACME-1042
Timezone, locale and business hours
SLA policy, default group and default priority
Branded customer notifications: ticket received, agent replied, resolved, closed
Templates with placeholders and sensible defaults
Archive a domain to make it read-only and keep its history
Move an inbox from one domain to another

Inboxes and email

Connect the addresses customers already write to. Replies leave through the brand's own mail provider, so they are signed for its domain.

Forward in: forward support@ to your HDdesk address and send through Gmail, Microsoft 365 or SMTP
Gmail and Google Workspace: two-way sync, replies appear in Gmail's Sent folder and thread
Microsoft 365 and Outlook.com: two-way sync through Microsoft Graph
Any other provider over IMAP and SMTP
Several addresses on one domain, or addresses on different domains: each one is an inbox on your plan
Until an inbox can send, replies go from an HDdesk address with Reply-To set to yours
Choose how far back to import (default: last 7 days), then continuous sync
Inbox only by default, or the folders and labels you pick
Attachments and inline images both ways, messages up to 25 MB
Auto-replies, out-of-office messages, bounces and mail loops handled automatically
Spam: mark as spam, block senders, skip mail your provider already flagged
Sync status and errors per inbox, with a prompt to reconnect

Ticketing

Every email conversation becomes a ticket in the right brand, and replies thread back to it.

Tickets from inbound email, started by an agent, or created through the API
Subject, status, priority, type, requester, CC, agent, group, brand, tags and custom fields
Open, Pending, Resolved and Closed, plus your own statuses
Priorities Low, Medium, High and Urgent; ticket types you define
Threading by email headers, provider thread, subject token or hidden reply token
Reopen on customer reply; replies to old closed tickets start a new linked ticket
Public reply, private note, forward with history, reply-all, CC changes
Merge tickets, split a message into a new ticket, bulk actions
Watchers and @mentions in notes
Drafts saved per agent per ticket
Collision detection: see who else is viewing or replying
Activity log on every ticket, including automation runs
Delivery status for every outgoing message (queued, sent, bounced, failed) with retry

Agent console

The web app at app.hddesk.com. Works on a phone too.

Ticket list with filters for brand, status, priority, agent, group, tags, dates and SLA state
Personal and shared saved views, column choice, unread markers, live updates
Conversation view with collapsed quotes, inline images and attachments
Rich-text reply editor with canned responses, attachments, CC and BCC, and send-and-set-status
Requester card with their recent tickets
Global search (⌘K) across tickets, contacts and companies
Brand switcher: all brands, one, or several
Keyboard shortcuts and dark mode
Dashboard: my tickets, unassigned, overdue, today's volume

Automations

Rules made of a trigger, conditions and actions, scoped to all brands or to specific ones, run in order and logged.

On ticket creation: for example, route invoices for one brand to the Billing group
On ticket update: for example, set Open when the customer replies to a Pending ticket
Hourly: for example, remind after 48 hours with no reply and resolve after 72
Conditions on ticket, requester and message fields: contains, equals, regex, in list, is empty
Actions: set fields, assign to an agent or group, add or remove tags, send templated email, add a note, mark spam, skip notifications
Round-robin assignment within groups, respecting availability and optional load caps

SLA and business hours

Targets counted in each brand's own working hours.

Business hours per brand: weekly schedule, holidays and timezone
First response, next response and resolution targets per priority
A default policy per brand, with overrides by group, type or company
Pending pauses the clock
Reminders before and after a breach, by email and in the app, with optional reassignment
SLA state in the ticket list and on each ticket; breach reporting

Canned responses

Reusable replies that fill in the details.

Shared for one brand or all brands, or personal
Folders and keyboard insert
Placeholders such as {{ticket.id}}, {{requester.first_name}}, {{agent.name}} and {{domain.name}}
Attachments

Notifications

Branded mail for customers, and the right alerts for agents.

Customer: ticket received (on or off per inbox), agent reply, resolved, closed, all branded per domain
No notifications to auto-replies, bounces or blocked senders
Agent: new ticket in my group, assigned to me, customer replied, @mention, SLA reminder, note added
In the app and by email, set per agent, with a daily digest option

Contacts and companies

One record per customer across every brand.

Contacts created from inbound mail, with several email addresses each
Merge contacts, notes, custom fields, block and unblock
Delete a contact and their tickets for erasure requests
Companies matched by email domain, or assigned by hand
Contact pages list every ticket across all brands

Reports

The numbers a support lead checks every week.

Ticket volume by brand and day
First response and resolution times, in business hours
SLA attainment and breaches
Agent activity and busiest tags
Backlog, date range and brand filters
CSV export

Agents and roles

Unlimited agents on every plan.

Sign in with a one-time email code or Google; no passwords
Roles: Owner, Admin, Supervisor and Agent
Per-agent brand access: all brands, or a chosen list. Agents never see tickets outside their brands
Groups such as Billing or Tier 2
Per-agent signature, timezone, notification settings and availability for round-robin

Security and data

Your mail and your customers' details, handled carefully. See the privacy policy.

Mailbox passwords and OAuth tokens encrypted, readable only by the mail sync service
Strict separation between accounts
Audit log of settings and security events
Retention settings for attachments and raw email
Export tickets, messages and contacts as JSON or CSV; delete the account
Data Processing Addendum for your customers' personal data

API and webhooks

The console runs on the same API you get. Developer overview

REST API for tickets, replies, notes, forwards, attachments, contacts, companies, agents, groups, brands, mailboxes and settings
Read-write and read-only API keys, Bearer or Basic auth
Act on behalf of an agent
Cursor pagination, idempotency keys, rate-limit headers, one error format
Webhooks for every ticket, message, SLA, contact and company event
HMAC-signed deliveries, retried for 3 days, with a delivery log and manual retry
Events API as a polling fallback

Everything you need to support many brands by email