Desk guides
Triostack Desk turns email, live chat, and WhatsApp messages into tickets in one shared queue, so every conversation has an owner and nothing falls through the cracks. Because it runs on TriostackOne, agents see the customer's CRM history and past tickets right next to each conversation.
Desk is free forever with every feature included: unlimited agents, omnichannel ticketing, the shared queue, the customer context panel, SLA and escalation rules, support reporting, and standard support.
Before you start
- The support address customers already email (for example support@yourcompany.com).
- The list of agents and how you want to split them into teams.
- Your target first-response and resolution times.
1. Connect your support channels
Bring every channel into one queue: email (Triostack Mail shared inboxes such as support@ turn inbound emails into tickets automatically), live chat (Triostack Website pages can add a live chat and help widget), and WhatsApp (Triostack Wabiz routes support conversations into the same queue).
2. Add agents and teams
Invite your support agents — Desk has no agent limit. Group them by the work they handle, such as Billing, Technical, or a second-tier team. Agents use the same TriostackOne login they use for every other app.
3. Work the shared queue
Every ticket in the shared queue has a clear owner and status. Agents assign, escalate, and collaborate on tickets without losing visibility, so no customer gets two different answers and no ticket sits unclaimed.
4. Set SLA and escalation rules
Define response-time and resolution targets for the SLAs that matter to your team. Tickets at risk of breaching a target are escalated automatically, and complex tickets can be routed to the right team — so urgent cases reach someone who can resolve them.
5. Use full customer context
The customer context panel shows the customer's CRM record, open deals, and past tickets beside the conversation. Agents don't ask customers to repeat themselves, and account teams can see open issues before a renewal or upsell conversation.
6. Report on support performance
Support reporting tracks ticket volume, resolution time, and agent performance. Use it to staff for peak hours, coach agents, and spot recurring issues worth fixing at the source.
Best practices
- Start with one or two SLA targets you can actually meet, then tighten them once the team is consistent.
- When you hand a ticket to someone else, summarize where it stands, so the next agent doesn't have to re-read the whole thread.
- Review the most common ticket topics each month — every repeated question is a candidate for a website FAQ or a WhatsApp flow.
Plans & availability
What each Triostack Desk plan includes. Some steps in this guide need a specific plan — check here before you start.
Free
Free foreverEvery Desk feature, free for your whole support team.
- Unlimited agents
- Omnichannel ticketing (email, chat & WhatsApp)
- Shared ticket queue
- Customer context panel
- SLA & escalation rules
- Support reporting
- Standard support
Connected apps
How Triostack Desk works with the rest of TriostackOne.
Frequently asked questions
Is Desk really free?
Yes. Desk is free forever with every feature included and unlimited agents. There are no paid Desk tiers.
Which channels can become tickets?
Email, live chat, and WhatsApp — all in the same shared queue.
Can agents see a customer's sales history?
Yes. The customer context panel shows the customer's CRM record, open deals, and past tickets next to every conversation.