Features
Everything a support team needs, in one bilingual desk
Tickets from email and your help center, response targets on your working week, automation that keeps the queue moving — and a remote session one click away from every ticket.
A shared inbox built for busy queues
Every request becomes a ticket with an owner, a status and a deadline, so nothing is answered twice and nothing is missed.
- Tickets from your support mailbox, the help center, a web form and the API.
- Six statuses, saved views, bulk actions and keyboard shortcuts.
- See when a colleague is already on a ticket, so two people never reply at once.
- Tags, custom fields, CC and followers; merge, split and link tickets.
- Internal notes your customer never sees, and attachments on every reply.
One conversation per customer, in their language
The whole thread — replies, notes, sessions and meetings — reads top to bottom in Arabic or English, right to left where it should be.
- Replies thread back to the right ticket from any mail client.
- Canned replies and macros in Arabic and English.
- The requester's other tickets and company beside the conversation.
- Spam, trash and restore, and redaction of a message that should not be kept.
SLA policies on your working week
Set first-response, next-response and resolution targets per priority, counted on your business hours.
- Sunday-to-Thursday business hours out of the box, with Saudi public holidays.
- The clock pauses while you wait on the customer.
- Escalations warn the team before a target is missed.
- Every ticket shows the time left — or how late it is — at a glance.
Automation that keeps the queue moving
Rules that run on events and on time do the repetitive work, so nobody has to remember it.
- New tickets assigned in turn or by workload, per team.
- Rules on events and on a schedule: set fields, add tags, notify, remind, close.
- Macros that apply several steps and a reply in one click.
- An optional AI assist, off until you switch it on: tag suggestions, sentiment and urgency for your rules, and reply drafts from your published articles — an agent reviews every reply before it is sent.
From a ticket to a remote session in one click
Desk is part of Telvory, so remote support is not a second product or a second sign-in.
- Start an attended or unattended session straight from the ticket.
- The customer's join link appears on their request page.
- When the session starts and ends is posted to the ticket as an internal note.
- Call the requester or schedule a meeting with them from the same ticket.
- Working a session first? Create the ticket from the session, already filled in.
A help center under your brand
Customers find answers, send requests and follow them, in Arabic or English.
- A knowledge base with categories, Arabic and English versions and reader feedback.
- Review before publishing and version history, on the plans that include them.
- Customers sign in with a code sent by email to see and answer their requests.
- Your logo and accent color — and on Desk Professional, a custom domain for your help center.
- A short satisfaction survey after each ticket is solved.
Reports that show what is working
Dashboards built from every ticket event, filtered by team, agent, channel and priority.
- Backlog, created versus solved, first-response and resolution times.
- SLA compliance per team, and satisfaction scores with their comments.
- How many tickets were solved with a remote session.
- Exports that open cleanly in Excel, Arabic included; custom reports and scheduled exports on the plans that include them.
Seats for agents, free for everyone else
Pay for the agents who answer tickets. Colleagues who only read tickets and add internal notes are free.
- Owner, admin, agent and limited roles, with Desk permissions you can see.
- Teams with their own queues, assignment and business hours.
- Works in a phone or tablet browser for agents on the move.
Also in Telvory
Remote Support
Reach any screen your customer allows — or any enrolled machine, with nobody there.
Explore Remote SupportMeetings & Webinars
Meet clients and present webinars from the same console — guests join from a browser.
Explore Meetings
Answer every customer on time
Start with your support mailbox today — Arabic and English, priced in riyals.