Overview
Desku is an AI-driven customer service platform and modern helpdesk designed for support teams and small to medium businesses. It consolidates all customer conversations—live chat, email, WhatsApp, Facebook, Slack, and more—into a single, unified inbox. By leveraging AI for conversation summarization, automated replies, and no-code chatbots, Desku speeds up response times, reduces manual workload, and ensures consistent, personalized customer support across every channel Desku.
Key Features
- Unified Inbox: Merge email, live chat, social media, and messaging app conversations into one dashboard for streamlined handling Desku.
- AI Summarization & Composer: Auto-summarize lengthy threads and use AI-assisted text editor to craft faster, high-quality responses without leaving the inbox Desku.
- No-Code AI Chatbot: Deploy DeskuBot by scanning your help center or website, enabling instant, accurate answers and lead capture—no coding required Desku.
- Help Center Integration: Generate and link knowledge-base articles directly from the inbox to deflect routine queries Desku.
- Workflow Automation: Create triggers, rules, and canned replies to assign tickets, send follow-ups, and escalate issues automatically.
- Multichannel Routing: Route high-priority or specialized tickets to the right teams based on source, topic, or sentiment.
- Collaboration Tools: Add internal notes, follower tracking, and teammate mentions to keep everyone aligned.
- Analytics & Reporting: Monitor response times, resolution rates, customer satisfaction, and agent performance in real time.
How It Works
- Connect Channels: Integrate email, chat widgets, WhatsApp, Facebook, Slack, and more in minutes.
- Configure AI & Workflows: Enable AI summarization, set up chatbot resources, and define automation rules.
- Centralize Conversations: All customer inquiries flow into one inbox, with AI highlights and suggested replies.
- Respond & Resolve: Use the AI Composer or quick replies to handle tickets faster, with seamless handoff to live agents.
- Analyze & Improve: Access dashboards to identify bottlenecks, optimize SLAs, and refine chatbot knowledge.
Benefits of Using Desku
- Faster Support: Automate summarization and replies to cut average handle time by up to 70% Research.com.
- Higher Satisfaction: Consistent, accurate answers across channels boost customer trust and loyalty.
- Operational Efficiency: Unite support channels and automate repetitive tasks to reduce manual effort by 50%.
- Scalable Growth: Add new channels and automate workflows without additional headcount.
- Data-Driven Insights: Leverage reporting to continuously refine support processes and resource allocation.
Pros and Cons
| Pros | Cons |
| True omnichannel inbox for email, chat, social, and messaging platforms | Advanced workflow customizations may require implementation time |
| AI-powered summarization and response composer saves agent time | Mobile app limited compared to web interface |
| No-code chatbot builder (DeskuBot) accelerates self-service rollout | Free trial limited to 7 days |
| Rich analytics for performance monitoring and SLA tracking | Custom enterprise pricing—no public self-serve tier for large orgs |
| Seamless integrations with Shopify, WooCommerce, Slack, WhatsApp, etc. | Some niche channels require manual connector setup |
Use Cases
- E-commerce Support: Handle order inquiries, returns, and product FAQs across email, chat, and social.
- SaaS Customer Success: Route technical questions and onboarding requests to specialized agents.
- SMB Helpdesk: Centralize all customer communications for small teams without complex setups.
- Agency Client Support: Provide white-label support solutions with branded chat widgets.
- Omnichannel Marketing: Capture leads via chatbots and route them into CRM workflows seamlessly.
Case Studies / Impact Examples
- KoinX: Automated their support with DeskuBot, reducing incoming ticket volume by 85% and raising CSAT scores significantly Desku.
- Mortgage Advisor Tools: Streamlined multi-channel inquiries and cut average resolution time by 50% after integrating Desku’s unified inbox and AI workflows Mortgage Advisor Tools.
Pricing Information
Desku offers straightforward, usage-based plans (billed monthly or annually):
| Plan | Price | Features |
| Starter | $19/user/month | Unified inbox, basic AI summarization, canned replies, email & chat channels |
| Growth | $49/user/month | All Starter + AI chatbots, workflows & triggers, social & messaging integrations |
| Pro | $99/user/month | Enterprise SLAs, advanced analytics, custom roles, priority support |
| Enterprise | Custom | Unlimited channels, dedicated onboarding, SSO, API access, white-glove support |
All paid plans include a 7-day free trial; discounts for annual billing are available.
FAQs
Can I migrate from Zendesk or Freshdesk?
Yes—Desku offers one-click migrations from Zendesk, Freshdesk, and other major helpdesks via its integrations page Desku.
Which chat platforms are supported?
Facebook Messenger, WhatsApp, Slack, Instagram DM, and custom web widgets are all supported out of the box Desku.
How does the AI Composer learn my style?
It uses your past responses and Zendesk-style guides from your help center to suggest replies that match your brand voice.
Is there a mobile app?
Desku provides a progressive web app optimized for mobile browsers; a native app is in development.
Do I need a credit card for the trial?
No—start your 7-day trial instantly without entering payment details.
Call-to-Action
Ready to transform your customer support with AI? Start your free Desku trial today—no credit card required!
