Features
Everything DeskLeap does
The whole product, listed plainly — including the things it does not do yet. the platform is 100% free with unlimited human agents; an optional AI Agent add-on is $29/mo each.
Ticketing
The part your team lives in all day.
- Shared inbox
- Every request lands in one queue, numbered per site, with open, pending, resolved and closed states.
- Priorities and tags
- Four priority levels and free-form tags, both filterable from the list view.
- Assignment
- Assign any ticket to any teammate, or leave it in the unassigned queue for whoever gets there first.
- Internal notes
- Talk to your team on the ticket without the customer seeing it.
- File attachments
- Send and receive images, PDFs, documents, spreadsheets and zip files, up to 10MB each, from both the agent view and the customer portal.
- Activity history
- Every status change, reassignment and edit, with who did it and when.
- Merge duplicates
- Fold a duplicate ticket into the original without losing either conversation.
- Saved views
- Save any combination of filters as a view your whole team can use.
- Canned responses
- Reusable replies with /shortcuts that autocomplete as you type.
- Macros and automation rules
- Rules you write yourself: match a ticket, then tag, prioritise, assign or reply.
- @mentions
- Pull a colleague into a ticket and they get notified.
- Satisfaction surveys
- Send a one-click rating request when a ticket is resolved, and see the score on the ticket and in reports.
SLA and escalation
Targets that know what day it is.
- Per-priority targets
- Separate first-response, next-response and resolution targets for each priority level.
- Business hours
- Clocks that only run during your working days and hours, in your timezone — an urgent ticket at 2am on Sunday is not scored against a 24-hour clock.
- Escalation rules
- When a target is missed, run the action you configured.
- Breach reporting
- See which tickets missed their targets, and by how much.
Live chat
A widget that stays out of the way.
- Embeddable widget
- One script tag. Colour, position and greeting are set from your dashboard, not in code.
- Six interface locales
- The widget's own buttons and labels follow the visitor's browser language across six locales.
- Proactive messages
- Trigger a greeting on a rule you choose.
- Offline to ticket
- When nobody is available, the conversation becomes a ticket and the customer gets an email reply — it does not vanish.
- Visitor contact capture
- Collect an email, and optionally a phone number, so a conversation can be continued later.
Knowledge base
Answers your customers can find without you.
- Articles and collections
- A structured help centre with versioned articles.
- Customer portal
- Your customers sign in by email code — no password to forget — and see their whole ticket history.
- Site crawling
- Point us at your website and we turn it into draft articles, then re-crawl weekly so answers track your product.
- Gap capture
- Questions the AI could not answer are recorded, so you can see what your help centre is missing.
AI Agent
The one paid part of DeskLeap, at $29/mo each including 500 replies a month.
- Answers from your own content
- Replies are grounded in your knowledge base and your website, not in general knowledge.
- Review before sending
- Have the AI send directly, or leave you a draft to approve. Your choice, per site.
- Clarifying questions
- When a request is ambiguous the AI asks rather than guessing, within a limit you control.
- Hand-off to a person
- The AI recognises when it should stop and files a ticket for a human instead.
- Its own name and persona
- Give it a name that suits your business.
- Keeps working when you are not
- It answers outside your working hours — evenings, weekends and holidays.
Reporting and administration
The numbers, and the controls behind them.
- Volume and response trends
- How much is coming in, and how quickly it is being answered.
- Per-agent load
- Who is carrying what.
- Satisfaction scores
- CSAT ratings, response rate and distribution.
- Multiple sites
- Run separate support sites — different brands, products or clients — from one account.
- Teams and roles
- Invite unlimited teammates at no cost.
- Audit log
- A record of who changed what.
- API keys and webhooks
- A REST API and signed outbound webhooks for building your own workflows.
Not yet
We would rather tell you now than have you find out later. DeskLeap does not have:
- — Voice or phone support
- — WhatsApp, Instagram, Facebook or SMS as channels
- — A mobile app for agents
- — A large third-party app marketplace
If one of those is essential to you, our comparison pages say which competitor to look at instead.
Less queue.
More happy customers.
Spin up DeskLeap in 4 minutes. We’ll import your tickets, your docs, and your tone of voice.