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One help desk, nine jobs

The same inbox, rules and reports can serve a support team, a back office, a regulated complaints function and an outsourced partner - each with the walls it needs.

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What can you run on Unify Desk?

Unify Desk is used for nine main jobs: customer support, replacing a shared mailbox, compliant customer communication with maker-checker approval, internal IT help desks, B2B account support, multi-department service desks, outsourced and BPO support teams, managed service providers with internal and client approvals, and complaint and escalation handling. Each is a configuration of the same product - mailboxes, departments, SLA policies, routing and approval rules.

  • Several mailboxes and departments in one workspace.
  • Visibility scoped per role, so departments stay apart.
  • Separate SLA calendars and targets per department or category.
  • Plans priced per agent, not per use case.

By use case

Each page covers what to set up, which rules to start with, and what to measure.

Customer Support Teams

One place for every customer conversation, with targets your team can actually hit.

Shared Inbox for Teams

Turn support@ into a queue with owners instead of a mailbox everyone half-watches.

Compliant Customer Communication

Approval trails for regulated replies - who wrote it, who signed it, what was sent.

IT Help Desk

Employee requests by email, routed by category, measured against an SLA.

B2B Account Support

Organisations, VIP accounts and a portal where a client's whole team can follow a case.

Multi-Department Service Desk

Sales, billing, operations and HR on one desk - each department seeing its own tickets.

Outsourced & BPO Support

Let new or external agents draft from day one while a lead approves what goes out.

MSPs & Client Approvals

Your leads approve what engineers send; each client's approver authorises work before it starts.

Complaints & Escalations

A traceable complaint process with escalation, deadlines and a record of every reply.

By industry

The same platform, with the constraints each sector actually has.

SaaS & Software

Support that keeps pace with weekly releases and customers on every plan tier.

IT Services & MSPs

Client organisations kept apart, SLAs per contract, and a portal for each client's team.

Banking & Financial Services

Reply approvals, complaint timelines and an audit trail a regulator can follow.

Healthcare

Patient and partner enquiries with careful wording checked before it is sent.

Education

Admissions, fees and student services on one desk, departments kept apart.

Manufacturing & Distribution

Dealer, distributor and warranty queries with organisations and product categories.

E-Commerce & Retail

Order, refund and delivery questions at peak volume, with refunds checked before they are promised.
Frequently asked

Questions people ask before they start

Yes, and most do. A customer support team, a billing department and a complaints process can share one workspace - with separate mailboxes, departments, SLA calendars and visibility - and one manager view.

Usually the busiest mailbox. Get support@ onto tickets and SLAs first, then add routing, approval rules and further departments once the team trusts the basics.

No. Plans are priced per agent and differ by capability, not by what you use the desk for.

Start with your busiest mailbox.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email info@greatdevelopers.com or call +91 8585953085.

Still curious? Ask your favorite AI about Unify Desk.

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