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
- A separate first-response target for each priority level.
- Business hours
- Clocks that only run during the working days and hours you set (UTC) — 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.
- Eight interface languages
- The widget's own buttons and labels come in English, Spanish, French, German, Portuguese, Arabic, Urdu and Roman Urdu — the visitor's browser language by default, or the one you choose for your site. Arabic and Urdu are laid out right to left.
- 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
- For tickets, have the AI send its reply or leave a draft for your team to approve. Live-chat replies are sent directly.
- Clarifying questions
- When a request is ambiguous the AI asks rather than guessing — up to two questions, then it hands over.
- Hand-off to a person
- The AI recognises when it should stop and hands the conversation to your team, filing a ticket if nobody is available.
- 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
- — An iPhone app for agents (the Android app is on Google Play)
- — 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.
Sign up free, point us at your website, and we’ll turn it into a knowledge base.