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Customer support

Customer support,properly organized.

Monesize Desk gives support teams one place to receive, assign, investigate, respond to, escalate, and resolve customer requests.

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Free to start. Built for real support operations.

desk.monesize.com/tickets

Tickets

Queue · UnassignedUnassigned · 7All open · 24
Unassigned7My tickets5Escalated2Resolved today11
TicketCustomerPriorityStatusTeamAssigned
#DSK-10482
VAT submission failed for Lagos branch		Acme DistributionHighIn ProgressTechnical SupportDMDaniel Mensah
#DSK-10481
Password reset not working		Northwind FoodsMediumOpenCustomer SupportUnassigned
#DSK-10480
Billing address update		Harborline LtdLowWaitingBillingAIAmara Idowu

The Desk workspace

Everything your support team needs to keep work moving.

Desk brings tickets, conversations, customers, teams, knowledge, notifications, and support history into one workspace.

Support overview

Monday, 12 JanuaryThis week
Open
24
7 unassigned
Waiting on customer
9
Oldest 2 days
Escalated
2
Technical Support
Resolved today
11
Across 3 teams
QueueTeamOldestOpen
Unassigned—36 min7
Customer SupportAIAmara Idowu2 hrs10
Technical SupportDMDaniel Mensah4 hrs5
BillingTRTom Reeves1 day2

Tickets

Every request has a place.

Create, assign, prioritize, investigate, and resolve support requests without losing the history behind them.

#DSK-10482

VAT submission failed for Lagos branch

HighIn Progress
ConversationAttachments3History
Sarah OkaforAcme Distribution

Our VAT submission for the Lagos branch keeps failing with a validation error. I have attached the error screenshot and the August invoice export.

Daniel MensahTechnical Support

Thanks Sarah — I can see the rejected submission on our side. I am checking the branch tax reference against the filing record and will update you shortly.

Internal noteDaniel Mensah

Reproduced the issue. Escalating to technical investigation.

Escalated to Technical Support by Amara Idowu
Status changed from Open to In Progress
Assign

Send work to the right agent or team.

Prioritize

Make urgent requests visible without losing the rest of the queue.

Track

Keep the complete history of the request together.

Conversations

Support is a conversation, not just a ticket.

Keep customer messages, agent replies, internal notes, attachments, assignments, status changes, and other activity together in a chronological history.

Visible to the customer

  • Customer messages
  • Agent replies
  • Shared attachments

Internal only

  • Internal notes
  • Assignment changes
  • Escalation activity

Conversation

#DSK-10482
Sarah OkaforCustomer

The VAT submission for our Lagos branch keeps failing.

Amara IdowuCustomer Support

Thank you for the details. I am passing this to our technical team for a closer look.

Internal note · not visible to customer

Reproduced the issue. Escalating to technical investigation.

Ticket escalated to Technical Support
Sarah OkaforCustomer

Thanks — the branch reference was updated last week if that helps.

Status changed from In Progress to Resolved

Customer context

Give agents the context they need.

Support agents should not have to ask customers for information the organization already knows.

VAT submission failed for Lagos branch

In Progress
Sarah Okafor

The submission fails every time we try to file for Lagos. Other branches are fine.

Daniel Mensah

I can see the rejected filing. Checking the branch tax reference against your records now.

Escalated to Technical Support

Teams and queues

Give teams a clear way to work.

Organize support around teams, queues, assignments, and individual agents.

Customer Support

10 open · 4 agents
Status · OpenPriority · AnyTeam · Customer SupportAgent · Any
TicketPriorityStatusAgent
#DSK-10481
Password reset not working		MediumOpenAIAmara Idowu
#DSK-10476
Portal invitation not received		LowWaitingJAJoy Adeleke
#DSK-10470
Duplicate invoice on account		HighIn ProgressTRTom Reeves

Escalations

Move difficult issues to the right team.

When a request needs deeper investigation, Desk preserves the original context while the issue moves between teams.

Customer Sarah Okafor
Customer Support First response 09:58
Technical Support Escalated 10:22
Resolution Filing reference corrected
Customer Notified 11:04

The ticket keeps

  • Customer · Acme Distribution
  • Conversation · 6 messages
  • Attachments · 3 files
  • Internal notes · 2 notes
  • History · created, assigned, escalated, resolved

Knowledge base

Turn solved problems into useful knowledge.

Create support documentation that agents can reference while working and customers can search when they need an answer.

Knowledge Base

48 articles
billing contact
Getting StartedAccount ManagementTroubleshootingProduct UsageBillingFrequently Asked Questions

How to update your billing contact

Billing · Updated 4 days ago · Visible in customer portal

The billing contact receives invoices, payment reminders, and billing-related support updates for your organization.

  1. Open Settings and select Organization.
  2. Choose Billing contact and enter the new name and email address.
  3. Save the change. The new contact receives a confirmation message.
  4. Existing open tickets keep their original contact for continuity.

Customer portal

Give customers a place to manage their requests.

Customers can create tickets, view conversations, respond to requests, upload files, and follow the progress of their support requests.

acme-distribution.desk.monesize.com/tickets

My tickets

New request
Open2Waiting for Support1Resolved14
RequestStatusUpdated
#DSK-10461
Unable to access inventory report		In Progress12 min ago
#DSK-10452
Add a user to our portal account		WaitingYesterday
You

The inventory report will not open for the Lagos branch. Screenshot attached.

PNGreport-error.png248 KB
Joy AdelekeAcme Distribution Support

Thank you — we have reproduced the problem and are working on it now. I will update this request as soon as it is fixed.

Notifications

Keep the team informed.

Desk keeps relevant users informed when important support events happen.

DM
Customer replied
Sarah Okafor replied to #DSK-10482 · just now

Notifications

Mark all read
  • New ticket assigned to you
    #DSK-10483 · Invoice not generated
  • Customer replied to #DSK-10482
    Sarah Okafor · Acme Distribution
  • Ticket escalated to Technical Support
    #DSK-10482 by Amara Idowu
  • Ticket #DSK-10471 resolved
    Billing · Tom Reeves
  • Ticket #DSK-10471 reopened
    Customer replied after resolution

Email

Support emails that belong to your organization.

Desk sends customer-facing support emails using your organization's identity, while Monesize Desk stays quietly in the background.

Attachments

Keep the files that matter with the request.

Screenshots, documents, spreadsheets, PDFs, and other support files stay connected to the ticket or message they belong to.

Attachments

#DSK-10482 · 3 files
PNGhmrc-error.png
Added by Sarah Okafor · 09:42248 KB
PDFinvoice-2026-08.pdf
Added by Sarah Okafor · 09:431.2 MB
XLSXbranch-report.xlsx
Added by Daniel Mensah · 10:0786 KB

Search and history

Find the history behind the problem.

Search tickets, customers, messages, agents, teams, and previous conversations.

VAT submission
#DSK-10482
VAT submission failed for Lagos branch		In Progress
#DSK-10391
VAT return rejected		Resolved
#DSK-10144
HMRC submission error		Resolved

Ticket history

#DSK-10482
  1. Ticket created by Sarah Okafor
  2. Assigned to Technical Support
  3. Assigned to Daniel Mensah
  4. Customer replied
  5. Escalated
  6. Resolved

Analytics

Understand support performance.

See ticket volume, status, priority, team activity, agent activity, response times, resolution times, escalations, and reopened requests.

Analytics

Last 14 days · sample data
Average response time
1h 12m
First agent reply
Average resolution time
7h 48m
Across all teams
Escalations
14
Mostly Technical Support
Reopened tickets
6
After resolution
Tickets over time
Created per day
29 Dec05 Jan12 Jan
Tickets by status
Current queue
Open24
In Progress17
Waiting9
Resolved34
Closed12
Tickets by team
Open requests
Customer Support10
Technical Support5
Billing2
Onboarding1
Agent activity
Resolved this week
AIAmara Idowu18
DMDaniel Mensah13
TRTom Reeves9

Organization configuration

Your support operation. Your configuration.

Each organization has its own users, teams, customers, tickets, conversations, knowledge base, support configuration, analytics, and history.

Settings

Acme Distribution
OrganizationSupport emailTeamsAgentsCategoriesPrioritiesStatusesNotificationsKnowledge baseCustomer portal
Acme Distribution
acme-distribution.desk.monesize.com
acme-distribution.support@desk.monesize.com
Customer Support · Technical Support · Billing
17 of 50 seats

Standalone product

Desk works on its own.

You do not need Monesize Core to run your support operation with Desk. Desk can operate independently for organizations that need structured ticketing, customer communication, teams, knowledge, reporting, and service workflows.

Organization Teams, agents, configuration
Monesize Desk Tickets, conversations, knowledge
Customers Portal and email

Monesize ecosystem

Works on its own. Connects naturally with Monesize.

Organizations using Monesize Core can connect Desk to relevant identity and organization context, giving support teams useful information without making Desk responsible for Core operations.

Core handles business operations. Desk handles customer support.

Monesize Core Business operations
Monesize Desk Customer support

Who Desk is for

Built around how support work actually happens.

Support teams

Give agents clear queues, customer context, complete ticket history, and the tools to resolve requests.

My tickets · 5
#10482VAT submission failedHigh
#10476Portal invitationWaiting
Support managers

Organize teams, manage workflows, maintain knowledge, and understand support activity.

Team load
Customer Support10
Technical Support5
Operating organizations

Keep customer communication, service history, and support work organized in one system.

Support history
318Customers
48Knowledge articles
Internal notes stay private

Pricing

Start using Desk.

A serious support platform should not require a large commitment before your team can use it.

Desk
Free
Up to 50 users

Attachments: available to eligible plans.

  • Ticket management
  • Teams and assignments
  • Customer directory
  • Conversations
  • Internal notes
  • Knowledge base
  • Customer portal
  • Notifications
  • Analytics
  • Core integration
  • Tenant-specific email identity

Give your support team a better place to work.

Start organizing customer support with Monesize Desk.

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