A CROSSBYTE PRODUCT
With izdesk,
every task stays connected.
Customer support, projects, knowledge and team notes in one workspace. Keep customers, conversations and solutions connected from the first request to the completed work.
- One request flow from email and the customer portal
- AI assistance with the agent in control
- From support to projects, from solutions to shared knowledge
A request’s journey to resolution
An illustrative account-access issue: an email becomes a ticket, is assigned to support, and AI drafts a reply. An agent reviews and sends it; the customer confirms access.
It starts with an email.
A customer reports that they cannot access their account.
I can’t access my account
Hi, I can’t sign in to my account. Could you help me reset my password?
FOUR AREAS. ONE SHARED CONTEXT.
Manage the request and the work that follows.
Let what support learns become the project team’s starting point. Keep decisions in notes and turn solutions into reusable knowledge.
Customer support
Bring messages, customer history and your support team together in the same request.
- Department email inboxes and a customer portal
- Priority, ownership, SLA and conversation history
- Inbox, Kanban and internal team chat
Project management
Link work arising from support to a project. Keep ownership and delivery visible.
- Project-specific Kanban, lists and calendars
- Milestones, owners and due dates
- Workload, cycle time and overdue-work reports
Knowledge base
Turn your team’s expertise into answers that customers and colleagues can find.
- Articles organised by category, section and tags
- Visibility rules and publishing controls
- A branded help centre and community
Team notes
Keep meeting outcomes and the reasoning behind decisions connected to the work.
- Notebooks, tags and searchable organisation
- Project links and controlled sharing
- AI-assisted writing improvements
FROM REQUEST TO SHARED KNOWLEDGE
Customers explain once. Teams continue together.
Consider a support request that needs development work. The request, linked project task and team notes move together. The solution can help the next customer, too.
- 01REQUEST · SUP-1042
Understand the issue
An access issue reaches support with the customer’s history. Priority and ownership become clear.
- 02PROJECT · IZ-24
Connect the work
The technical investigation becomes a linked project task. Support and development share the same source.
- 03NOTE · INVESTIGATION
Keep the reasoning
Findings and decisions stay in a project-linked team note. Context travels with the work, not just the people.
- 04KNOWLEDGE · ACCESS GUIDE
Share the solution
The customer receives an update. Reusable resolution steps are prepared as a help-centre article.
Illustrative workflow · Not a real customer record or automatic publishing action.
THE FOUNDATION OF SUPPORT OPERATIONS
Clarity for your team. Continuity for your customers.
Human-controlled AI
Summarise long conversations and improve reply drafts. The agent reviews, edits and sends the response when it is ready.
SLA & priority tracking
Bring service targets into your request workflow. Follow priorities, response times and SLA status in the same context.
Customer portal
Give customers a dedicated support space to create requests, check progress and review replies alongside your email workflow.
Roles & access scope
Limit agent access to all requests, their own departments or only the work assigned directly to them.
Operational reports
See agent workload, response performance and request volume by customer. Review service outcomes through reports.
REST API & webhooks
Connect your applications to support operations. Bring request data and event notifications into your existing workflows.
CHANNELS & INTEGRATIONS
Connect today. Plan your next step with clarity.
Available connections and planned channels have different scopes. Make integration decisions based on their current availability.
Available now
Turn incoming emails into requests and reply from the same account.
Microsoft Office 365
Outlook mailbox · Microsoft OAuth
Google Workspace (Gmail)
Gmail mailbox · Google OAuth
On the roadmap
The official site lists the following connections as coming soon. They are not presented as available integrations.
- Messaging & social
- WhatsApp Business · Instagram Direct
- Marketplaces
- Trendyol · Hepsiburada · n11.com
- Business systems
- Logo ERP · Logo CRM · Logo Bulut
Bring support and team delivery into the same context.
Let’s review your request channels, team structure and existing systems to see how izdesk fits the way you work.