Omnichannel Inbox
Email, chat, web forms and more in one shared workspace.
SLA Policies
Define FRT/IRT targets and auto-escalate when at risk.
Automated Routing
Skills-based assignment and load balancing for agents.
Discover powerful helpdesk tools
Built to delight customers.
Everything you need to run an efficient, data-driven support team.
Automations
SLA Tracking
Collision Detection
Knowledge Base
CSAT Surveys
Integrations
Escalations
Multilingual
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How Utilsy Helpdesk works
Launch quickly and keep improving with data-backed workflows.
Agent Workspace
Work smarter, not harder
Macros, canned replies and AI suggestions speed up every response.
Team Collaboration
Stay aligned as you scale
Shared views, ownership, and collision detection prevent duplicate work.
Self‑Service
Deflect with knowledge base
Publish articles and surface them contextually to reduce tickets.
Testimonials
Support teams love Utilsy Helpdesk
We cut first-response time by 43% after moving to Utilsy.
Head of Support, SaaS
Automations and SLAs gave us predictable resolution times.
Operations Lead, eCommerce
Which channels are supported?
Email, web forms and live chat out of the box; social and voice via integrations.
Can I set SLAs?
Yes—configure FRT/IRT targets with alerts, breach warnings and auto‑escalations.
What can automations do?
Auto-assign by skills, tag, set priority, trigger replies, update fields and notify stakeholders.
Do you include a knowledge base?
Yes—author articles, manage categories, control visibility and measure deflection.
How do agents collaborate?
Shared views, internal notes, mentions and collision detection prevent duplicate work.
What about security?
Role-based access, SSO on Enterprise, audit logs and IP allowlisting keep data safe.
Which analytics are available?
Live dashboards and reports for volume, FRT/IRT, CSAT, agent performance and deflection.
Can I integrate with my stack?
Yes—webhooks, REST API and prebuilt integrations for common CRMs and payment tools.
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