# Unify Desk

> Unify Desk is help desk software for teams that support customers by email. It
> connects Gmail, Microsoft 365 or IMAP mailboxes and turns each conversation into a
> ticket with an owner, a status and an SLA deadline on business hours. Routing rules
> assign new tickets, a customer portal lets customers follow their requests, and
> communication policies can hold specific replies for approval before they are sent.

Unify Desk is built by Great Developers Info Tech Pvt Ltd, Noida, India.
It competes with Zendesk, Freshdesk, Zoho Desk, Help Scout and shared Gmail or Outlook inboxes.

Key facts:

- Pricing is per agent. Customers, contacts and portal users are unlimited and free.
- A 14-day free trial is available without a credit card.
- Channels today: email (Gmail, Microsoft 365, IMAP, hosted address) and a customer portal. WhatsApp and live chat are on the roadmap, not available.
- Reply approval (maker-checker) is rule-based, bound to the exact content, and enforced at send time.
- SLA clocks run on business calendars and pause only while waiting on the customer.
- AI classifies, summarises and rewrites; it never sends or saves a reply, and is off by default.
- Each workspace has its own database schema; mailbox tokens are encrypted at rest.
- Unify Desk does not include a knowledge base; the sister product TheDocs does.

## Core pages

- [Home](https://www.unifydesk.co/): What Unify Desk is and who it is for.
- [Pricing](https://www.unifydesk.co/pricing): Plans, what is metered, and what is unlimited.
- [Why Unify Desk](https://www.unifydesk.co/why-unifydesk): The product decisions that differentiate Unify Desk.
- [Security and compliance](https://www.unifydesk.co/security): Isolation, encryption, access control, email safety and audit.
- [FAQs](https://www.unifydesk.co/faqs): Answers to common pre-purchase questions.
- [Contact](https://www.unifydesk.co/contact): How to reach sales and support.
- [Book a demo](https://www.unifydesk.co/schedule-demo): Request a 30-minute guided walkthrough.

## Features

- [Shared Inbox & Ticketing](https://www.unifydesk.co/features/shared-inbox): Every customer email becomes a ticket with an owner, a status and a history.
- [Email Ticketing](https://www.unifydesk.co/features/email-ticketing): Connect Gmail, Microsoft 365 or any IMAP mailbox - or use an address we host.
- [Reply Approval](https://www.unifydesk.co/features/reply-approval): Maker-checker for customer email: the rules decide which replies need a second pair of eyes.
- [SLA Management](https://www.unifydesk.co/features/sla-management): Response and resolution targets on real business hours, with escalation that fires once.
- [Routing & Assignment](https://www.unifydesk.co/features/ticket-routing): Rules send each new ticket to the right team or agent, round-robin included.
- [Customer Portal](https://www.unifydesk.co/features/customer-portal): Customers sign in to see and reply to their own requests - never your internal notes.
- [Contacts & Organisations](https://www.unifydesk.co/features/contact-management): Know who is writing, which company they belong to, and whether they are a VIP.
- [Canned Responses](https://www.unifydesk.co/features/canned-responses): Saved replies with placeholders and attachments, suggested by ticket category.
- [AI Assist](https://www.unifydesk.co/features/ai-assist): Classify new tickets, summarise long threads and polish a reply - an agent still sends it.
- [Reports & Dashboards](https://www.unifydesk.co/features/helpdesk-reporting): Volume, workload, SLA attainment and approval times, read from live data.
- [CSAT Surveys](https://www.unifydesk.co/features/csat-surveys): Ask customers how it went after a resolution, without asking the same person twice a week.
- [Roles, Permissions & SSO](https://www.unifydesk.co/features/access-control-and-sso): Granular roles, ticket visibility by department, Google and Microsoft sign-in, MFA.
- [Email Safety](https://www.unifydesk.co/features/email-security): Attachments virus-scanned, links checked, customer HTML sandboxed before an agent sees it.
- [Deliverability & Bounces](https://www.unifydesk.co/features/email-deliverability): Know when a reply bounced, stop mailing addresses that complained, see what left and when.
- [Teams, Departments & Fields](https://www.unifydesk.co/features/teams-and-departments): Model how your desk is actually organised - teams, departments, categories and custom fields.

## Solutions and use cases

- [Customer Support Teams](https://www.unifydesk.co/solutions/customer-support-software): One place for every customer conversation, with targets your team can actually hit.
- [Shared Inbox for Teams](https://www.unifydesk.co/solutions/shared-inbox-for-teams): Turn support@ into a queue with owners instead of a mailbox everyone half-watches.
- [Compliant Customer Communication](https://www.unifydesk.co/solutions/compliant-customer-communication): Approval trails for regulated replies - who wrote it, who signed it, what was sent.
- [IT Help Desk](https://www.unifydesk.co/solutions/it-help-desk): Employee requests by email, routed by category, measured against an SLA.
- [B2B Account Support](https://www.unifydesk.co/solutions/b2b-customer-support): Organisations, VIP accounts and a portal where a client's whole team can follow a case.
- [Multi-Department Service Desk](https://www.unifydesk.co/solutions/multi-department-help-desk): Sales, billing, operations and HR on one desk - each department seeing its own tickets.
- [Outsourced & BPO Support](https://www.unifydesk.co/solutions/outsourced-support-teams): Let new or external agents draft from day one while a lead approves what goes out.
- [MSPs & Client Approvals](https://www.unifydesk.co/solutions/msp-help-desk): Your leads approve what engineers send; each client's approver authorises work before it starts.
- [Complaints & Escalations](https://www.unifydesk.co/solutions/complaint-management): A traceable complaint process with escalation, deadlines and a record of every reply.

## Industries

- [SaaS & Software](https://www.unifydesk.co/industries/saas): Support that keeps pace with weekly releases and customers on every plan tier.
- [IT Services & MSPs](https://www.unifydesk.co/industries/it-services): Client organisations kept apart, SLAs per contract, and a portal for each client's team.
- [Banking & Financial Services](https://www.unifydesk.co/industries/bfsi): Reply approvals, complaint timelines and an audit trail a regulator can follow.
- [Healthcare](https://www.unifydesk.co/industries/healthcare): Patient and partner enquiries with careful wording checked before it is sent.
- [Education](https://www.unifydesk.co/industries/education): Admissions, fees and student services on one desk, departments kept apart.
- [Manufacturing & Distribution](https://www.unifydesk.co/industries/manufacturing): Dealer, distributor and warranty queries with organisations and product categories.
- [E-Commerce & Retail](https://www.unifydesk.co/industries/ecommerce): Order, refund and delivery questions at peak volume, with refunds checked before they are promised.

## Comparisons

- [Unify Desk vs Zendesk](https://www.unifydesk.co/compare/unifydesk-vs-zendesk): A focused email help desk with reply approval, against the category's broadest suite.
- [Unify Desk vs Freshdesk](https://www.unifydesk.co/compare/unifydesk-vs-freshdesk): Where Freshdesk's breadth helps, and where an approval gate matters more.
- [Unify Desk vs Zoho Desk](https://www.unifydesk.co/compare/unifydesk-vs-zoho-desk): Two value-priced help desks - one built around the Zoho suite, one around the reply.
- [Unify Desk vs Help Scout](https://www.unifydesk.co/compare/unifydesk-vs-help-scout): Both treat email as the heart of support. They disagree about control.
- [Unify Desk vs a Shared Gmail Inbox](https://www.unifydesk.co/compare/unifydesk-vs-shared-inbox): When a shared mailbox or Google Group stops being enough, and what changes.

## Alternatives

- [Zendesk Alternative](https://www.unifydesk.co/zendesk-alternative): Keep the ticketing discipline, drop the suite you do not use, add reply approval.
- [Freshdesk Alternative](https://www.unifydesk.co/freshdesk-alternative): An email-first help desk with maker-checker built in, not bolted on.

## Guides

- [What Is a Help Desk?](https://www.unifydesk.co/resources/what-is-a-help-desk): Tickets, queues, SLAs and portals - and how a help desk differs from a shared inbox or a CRM.
- [Help Desk Best Practices](https://www.unifydesk.co/resources/help-desk-best-practices): Twelve practices that separate a desk that keeps its promises from one that apologises.
- [How to Set Support SLAs](https://www.unifydesk.co/resources/how-to-set-support-slas): Choosing targets, business hours and pause rules your team can keep - with worked examples.
- [Shared Inbox vs Help Desk](https://www.unifydesk.co/resources/shared-inbox-vs-help-desk): The six signs a shared mailbox has stopped working, and what to look for next.

## Customer stories

- [Lending: Every Customer Email Approved](https://www.unifydesk.co/customers/nbfc-reply-approval): How a lender put maker-checker on customer email without slowing the desk down.
- [SaaS: First Response From 19 Hours to 3](https://www.unifydesk.co/customers/saas-first-response-time): Business-hour SLAs, routing and a dashboard that showed who was waiting.
- [E-Commerce: Peak Season With New Agents](https://www.unifydesk.co/customers/ecommerce-peak-season): Twenty temporary agents drafting from day two, with leads approving refunds.

## Legal

- [Terms of Service](https://www.unifydesk.co/terms): The contract that governs use of Unify Desk.
- [Privacy Policy](https://www.unifydesk.co/privacy): What we collect, why, and how long we keep it.
- [Refund Policy](https://www.unifydesk.co/refund): Trial terms, cancellation and refund windows.

## Optional

- [Full text index](https://www.unifydesk.co/llms-full.txt): every page with an extended summary.
- [XML sitemap](https://www.unifydesk.co/sitemap.xml): machine-readable URL list with change frequency.
- [Product help centre](https://help.unifydesk.co): Unify Desk's own product documentation.

## Contact

- Sales: info@greatdevelopers.com, +91 8585953085
- Support: support@greatdevelopers.com
- Address: C 110, Sector 65, Noida 201301, Uttar Pradesh, India