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Service Desk now available for Mobile
Built directly into the ticket workflow, Helena works alongside your techs as a quiet copilot, with timely assistance, exactly where it’s needed.
Fast, smart, and built for modern MSPs and IT teams!
Skip long IT support calls and email threads. Get notified of every new ticket from your end-users and resolve them quickly through their ticket chats.
No more toggling between multiple windows to gather the context of incoming tickets. Your techs can view the entire ticket context, including its timeline and conversation history directly within the ticket window for faster ticket resolution.
Forget being in every channel at once to deliver multichannel support. DeskDay centralizes tickets and conversations from multiple channels like IT-Connect and email so that your techs can efficiently manage these interactions directly within a single interface for concurrent ticket resolution.
Unchain your techs from the drag of handling support tickets one at a time. Techs can now pin up to seven tickets and work on them simultaneously along with end-users through chat. This not only accelerates your response and resolution times but also dramatically enhances your tech team's productivity.
No more time lost in endless searching - Watchlist helps you quickly access high-priority or frequently referenced tickets, tasks, and projects without having to search through the entire system. Customize your watchlist as priorities shift and reduce stress by knowing that every key task is there in the list as a memory aid; always within reach.
Forget juggling extra logins just to access your service desk. Legacy service desk tools force techs to manage separate passwords outside your identity stack. DeskDay gives techs secure SSO using Microsoft Entra ID (Azure AD), Google Workspace, Okta, or JumpCloud; built on OIDC and SAML 2.0, with access granted only to explicitly approved techs.
Get notified, view, and reply to chats quickly and efficiently right from the side tray, leading to faster resolutions and happier end-users.
Efficiently navigate through different conversations by categorizing them into private, public, personal, and resolution notes.
Quickly access past ticket resolutions and insights from long chats by adding a 'resolution' tag to conversations.
Control who has access to what within your service desk. Create roles tailored to each team member’s responsibilities and grant permissions to reduce security risks.
Connect your Office 365 or Google support mailbox directly to DeskDay, turning every incoming email into a ticket in DeskDay—instantly.
Maintain an end-to-end record of updates on customer tickets within the Timelog tab.
Quickly access past ticket resolutions and insights from long chats by adding a 'resolution' tag to conversations.
Create tickets effortlessly in just three clicks with user-friendly templates.
Utilize checklists to streamline ticket resolution and troubleshooting steps.
Improve ticket organization and enable AI-driven processes by assigning tags for sorting and future automation.
Use prewritten notes/messages for efficient and consistent communication with users.
Enhance security and protect data with multi-factor authentication.
Update work time with detailed notes for accurate resource tracking, work monitoring, and customer billing.
Prevent data loss by easily restoring deleted tickets from archives.
Organize complex issues by linking similar tickets or generating sub-tickets.
Improve accuracy and visibility by merging duplicate tickets.
Add related products and expenses to respective tickets to bill your customers accordingly.
Legacy tools are fragmented and slow, with chat and AI bolted on later. DeskDay is built with chat, automation, and AI natively, making it simpler to use, faster to onboard, and easier for techs from day one.
Yes. DeskDay is designed to replace traditional helpdesk and service desk tools by combining ticketing, communication, automation, AI, and knowledge management in a single platform.
Helena reduces manual work by assisting with replies, suggesting past fixes, surfacing relevant knowledge base content, and highlighting urgency, while keeping techs fully in control.
Yes. DeskDay supports multiticketing, allowing techs to actively handle multiple conversations upto 7 without losing context, improving productivity during busy periods.
Yes. DeskDay supports single sign-on using providers like Microsoft Entra ID, Google Workspace, and more, making access secure and eliminating password friction for both techs and users.
Yes. DeskDay includes an internal knowledge base that helps techs quickly find proven solutions, reduce repeat issues, and maintain consistency across support teams.
Users can raise tickets via Microsoft Teams, desktop app (Windows & macOS), mobile apps (iOS & Android), email, or a web portal.
It supports email, but it’s not email-first. DeskDay is built around chat-style, conversational ticketing while still ingesting emails automatically via Microsoft Graph or Google integration.
Yes. Workflow rules can auto-assign tickets, change priority, move tickets to boards, update status, and send auto-replies based on conditions like keywords, customer, or channel.
Yes. Each ticket can be explicitly marked as billable or non-billable, and billing logic follows the contract attached to the ticket.
Yes. Tickets support multiple assignees, shared ownership, and tech collaboration.
Yes. Techs can start live timers or add manual time entries directly inside the ticket.
Yes. DeskDay supports response and resolution SLAs. Advanced SLA rules including pause, resume, escalation, and breach actions are lined as upcoming enhancements.
QA checks ticket hygiene. It flags tickets missing required fields like time entries, work type, or ticket classification, helping prevent revenue leakage and inconsistent processes.
Currently QA flags issues. Blocking ticket closure until required fields are completed is planned and under active feedback.
Recurring tickets (e.g., weekly backup checks) are coming soon, tied with scheduling and calendar features.
