Fixerr Desk automatically categorises every incoming request, routes it to the right team, tracks SLAs in real time, and closes the loop with the customer. Your support team stops doing triage and starts doing support.
70%
reduction in manual ticket triage
< 1 min
average ticket routing time
99%
SLA compliance rate on Professional plan
Manual ticket management does not scale. The moment volume increases, things get missed, SLAs get breached, customers get frustrated, and your team burns out trying to keep up. The problem is not your team. It is the system.
Fixerr Desk handles every stage of the ticket lifecycle so your team can focus on resolution rather than administration.
Every incoming ticket is read, categorised, and routed to the correct team or agent automatically. No manual triage, no morning queue review, no misrouted requests.
Set SLA targets by ticket type, customer tier, and channel. Real-time timers show exactly where every ticket stands. Breach alerts go out before the deadline, not after.
Fixerr Desk assigns a priority score to every ticket based on content sentiment, customer tier, channel, and historical resolution data. Urgent requests never get buried.
Customers receive automatic updates at every stage of their ticket. Acknowledged, in progress, resolved. No agent needs to remember to send a follow-up.
If two agents open the same ticket simultaneously, Fixerr Desk flags it instantly. No duplicate responses, no conflicting resolutions, no wasted effort.
Track first response time, resolution time, SLA compliance, reopen rate, and CSAT score by agent, team, channel, and ticket type. Know exactly where your support operation stands.
Fixerr Desk does not wait for a human to start the process. The moment a request comes in, the system takes over.
A request comes in via email, WhatsApp, live chat, voice call, or form submission. Fixerr Desk creates a ticket automatically regardless of channel.
The AI reads the ticket content, assigns a category and priority, matches it to your routing rules, and assigns it to the right agent or team within seconds.
The assigned agent sees the ticket with the full customer history from Fixerr CRM already attached. They resolve it, leave internal notes, or escalate with one click.
The customer receives an update. The ticket is logged with a resolution tag, CSAT survey sent, and outcome recorded in the analytics dashboard.
Fixerr Desk gives every ticket a defined lifecycle so nothing ever has an ambiguous status.
Ticket created automatically from any channel.
AI routes to the correct team and agent instantly.
Agent working on resolution. SLA timer running.
Waiting on customer response. Timer paused.
Resolution confirmed. CSAT survey triggered.
Ticket archived. Outcome logged to analytics.
Handle every inbound support request across every channel from one queue. SLAs enforced automatically. Resolution tracked from open to close.
Manage internal IT requests with the same system as customer support. One tool for internal and external ticketing, one dashboard for visibility.
Employee leave requests, policy queries, and onboarding tasks handled as tickets. Routed to HR automatically. Status visible to the employee in real time.
High-priority complaint tickets flagged and escalated automatically. Resolution tracked with full audit trail for compliance and reporting.
Job requests and field service tickets created, assigned, and tracked from one system. Engineers updated automatically. Customers kept in the loop.
Zendesk and Freshdesk are powerful but expensive, complex to configure, and require add-ons for features that should be standard. Fixerr Desk includes everything out of the box.
AI ticket routing
Zendesk / Freshdesk
Paid add-on
Fixerr Desk
Included
SLA management
Zendesk / Freshdesk
Available, complex setup
Fixerr Desk
Built in, simple config
Omnichannel ticketing
Zendesk / Freshdesk
Available at higher tiers
Fixerr Desk
All plans
CRM integration
Zendesk / Freshdesk
Separate product or integration
Fixerr Desk
Native, same platform
Automated status updates
Zendesk / Freshdesk
Manual or complex triggers
Fixerr Desk
Automatic, every ticket
Collision detection
Zendesk / Freshdesk
Available
Fixerr Desk
Built in
CSAT after resolution
Zendesk / Freshdesk
Add-on or integration
Fixerr Desk
Built in
Analytics dashboard
Zendesk / Freshdesk
Available, limited on lower tiers
Fixerr Desk
Full analytics, all plans
Pricing
Zendesk / Freshdesk
From £49/agent/month
Fixerr Desk
From £52/month (entire platform)
Every Fixerr AI plan includes smart ticketing. No per-agent pricing. No ticketing add-ons. Just one platform subscription.
Desk capability
Basic ticketing, manual assignment, email channel
Desk capability
AI routing, SLA management, all channels, CSAT scoring
Desk capability
Full analytics, custom routing rules, multi-team, audit trail, priority scoring
Enterprise plans include custom SLA configurations, dedicated support engineering, and compliance reporting. Talk to us
Fixerr Desk reads the content of every incoming ticket, identifies the topic, intent, and urgency, and matches it against your routing rules. The result is an assigned ticket with a priority score within seconds of arrival. No human reads it first.
Yes. You can configure SLA targets by ticket category, channel, customer tier, or any combination. Breach alerts go to the assigned agent and their team lead before the deadline.
Email, WhatsApp, live chat, voice call transcripts, SMS, Facebook Messenger, Instagram DMs, and any form submission connected via Fixerr Flows. Every channel creates a ticket in the same system.
Yes. Every ticket opens with the customer’s full CRM record attached, including previous tickets, call transcripts, WhatsApp conversations, and CRM notes. Agents have complete context before they type a single word.
Fixerr Desk sends a breach alert to the assigned agent and their team lead before the deadline. If the ticket is still unresolved after breach, it is automatically escalated to the next level and flagged in the analytics dashboard.
Yes. You can create separate workspaces within Fixerr Desk for different departments. Customer support, IT helpdesk, and HR requests all run in the same system with separate queues, routing rules, and SLAs.
When a ticket is marked as resolved, Fixerr Desk automatically sends a one-question satisfaction survey to the customer via their original channel. The score is logged against the ticket, the agent, and the team, and reported in the analytics dashboard.
Bring your most common ticket types to the demo. We will configure the routing rules in real time and show you exactly how your queue would look from day one.
