Now Live: Email-to-Ticket with IMAP — No Plugins Needed

Your support team,
finally in control.

EdgeDesk is a complete helpdesk for organisations that can't afford dropped tickets — tickets, SLAs, automation, reporting, and real-time collaboration, all in one place.

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No credit card required

Setup in under 5 minutes

Role-based access built-in

SLA Compliance 96.2%

18 tickets auto-routed

3 agents online

edgedesk.edge2hero.com/dashboard

EdgeDesk

Dashboard

Tickets 24

SLA Monitor 3

Agents

Reports

Settings

Open Tickets

124

+12% this week

Resolved Today

+28% this week

Avg Response

1.4h

-18% this week

SLA Breached

-5% this week

Recent Tickets View All →

#1042 Cannot access admin panel after update High Open

#1041 Email notifications not delivering Med Active

#1040 New employee onboarding request Low Open

—

#1039 Data export failing on large ranges High Done

#1038 VPN dropping intermittently Med Active

The Problem

Most support teams are drowning in chaos they cannot see.

Tickets fall through the cracks. Emails get missed. No one knows who owns what. Customers wait. Managers stay blind.

Missed SLAs

Tickets expire without warning. No alerts, no accountability. Customers escalate. Reputation suffers.

Zero Visibility

No reporting. No dashboard. No idea which team is overloaded or which agent has capacity.

All Manual Work

Routing tickets by hand. Chasing teammates over chat. Copying data into spreadsheets every day.

Platform Features

Everything your team needs. Nothing they don't.

Built for real workloads — not a bloated enterprise suite that takes months to configure.

Core

Unified Ticket Queue

All tickets from email, web portal, and API in one structured queue. Assign, prioritise, and resolve without switching tabs.

Automation

Smart Automation

Build rule-based flows for routing, tagging, escalation, and notifications. Zero manual work for repetitive tasks.

SLA

SLA Management

Set first-response and resolution targets by priority or department. Get breach alerts before it is too late.

Email-to-Ticket (IMAP)

Connect your support inbox. Incoming emails become threaded tickets automatically — categorised and routed instantly.

RBAC

Agent Capacity Routing

Auto-route tickets based on workload, availability, and skills. Balance the team without any micromanagement.

Analytics

Reports & Analytics

Resolution times, agent performance, SLA compliance, and volume trends — all in a live dashboard.

Integrations

Webhooks & API

Push ticket events to Slack, Zapier, or your CRM via webhooks. Build custom integrations with the REST API.

Knowledge Base

Searchable internal KB for agents and customers. Reduce repeat tickets with documented answers.

Security

Enterprise Security

CSRF protection, session hardening, audit logs on every action, role-based access, and IMAP password encryption.

Ticket Management

Every ticket tracked.
Nothing lost.

EdgeDesk gives your team a single source of truth for every customer issue. Every step is timestamped, assigned, and accountable.

Customisable ticket fields per department
Full conversation threading with email replies
File attachments, internal notes & collaborators
Merge duplicate tickets in one click
Bulk actions — close, assign, tag hundreds at once
CSV export for compliance and reporting

Ticket #1042 — IT Support

Cannot access admin panel after update

High Priority IT Support SLA: 2h 14m left

Open

Customer 9:14 AM

After the latest update we cannot access the admin panel. Getting a 403 error. All users affected. Please help ASAP.

Agent — Sarah R. 9:22 AM

Escalated to engineering. Please share the exact URL and browser version. ETA: 2 hours.

Sarah R. is typing a reply...

Write a reply or use a canned response...

Automation Rules — Active (4)

Auto-route high priority tickets

When: Priority = High → Assign Senior Team

412 runs

SLA breach alert — 1 hour left

When: SLA deadline < 60 min → Notify agent + manager

89 runs

Auto-close resolved after 7 days

When: Status = Resolved + 7d → Set Status = Closed

234 runs

Tag IT tickets from email subject

When: Subject contains "vpn" → Set Dept = IT + tag

58 runs

SLA Compliance — This Month

Critical

98%

High

94%

Medium

87%

Low

79%

SLA & Automation

Set the rules once.
Let the system work.

Define what great support looks like — response times, routing logic, escalation paths — and EdgeDesk enforces it automatically, every single time.

SLA policies by priority or department
Countdown timer with visual breach warnings
Trigger automations on any ticket event
If / and / or condition chain logic builder
Auto-assign, auto-tag, auto-escalate actions
Full automation audit log for compliance

Setup in Minutes

From signup to first resolved ticket in under 10 minutes.

Connect Your Workspace

Create your account, set up departments, invite agents, and connect your support email. Fully guided — no developer needed.

Start Receiving Tickets

Tickets flow in from email, web portal, or API. EdgeDesk auto-routes them to the right agent based on your rules and capacity.

Resolve & Improve

Agents reply with one-click canned templates. Managers track SLAs, review reports, and tune automation rules for continuous improvement.

Customer Stories

Teams that made the switch.

"We went from managing 200 tickets a week in a shared Gmail inbox to a fully automated SLA-driven workflow. First-response time dropped from 6 hours to 38 minutes."

Head of Customer Success, TechBridge Inc.

Rachel Mendoza

"The automation rules alone saved our team 12 hours a week. Instead of manually triaging every ticket, the system routes, tags, and escalates automatically."

IT Operations Lead, Vantage Group

James Okafor

"EdgeDesk gave our service desk visibility we never had before. Managers see SLA compliance in real time and we finally have data to justify hiring decisions."

Service Desk Manager, Meridian Solutions

Priya Santosh

Simple Pricing

Transparent. No surprises.

Start free. Scale when your team does. Cancel anytime.

Starter

Free

Forever free for small teams

Up to 3 agents

Unlimited tickets

Email-to-Ticket (1 inbox)

Basic SLA tracking

7-day activity log

Community support

Get Started Free

Stop losing tickets.
Start building trust.

Join support teams that resolved over 50,000 tickets with EdgeDesk. Set up your workspace today — free, no card needed.

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Your support team, finally in control.