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Everything a small support team needs, at one flat price.

Flatdesk is a help desk for email, chat, SMS and WhatsApp. Every seat gets every feature below, for one price per agent.

Flat rate

A help desk with AI included, and a bill that doesn't move

Flatdesk costs $49 per agent per month, or $39 billed yearly, and every seat includes 100 AI answers a month, pooled across the team. When the team uses them up, the AI pauses and new conversations go to your agents. You pay nothing extra unless an admin turns on overage ($0.40 per resolution).

How it works

AI receipts

Every AI answer you're charged for, with the macros and articles it used. Refund a wrong one in a click and it stops counting.

How it works

AI macros

Your best replies become macros, and stay up to date

A macro is a saved reply your team sends with one click instead of typing it again. When your team has sent the same answer on 5 tickets, Flatdesk spots it and the AI writes it up as a macro. New tickets that ask the same thing get it offered. When agents keep making the same edit to a macro before sending, the AI drafts the update and you apply it in one click. Macros can also assign, tag, set the status and send right away. None of this uses your AI allowance.

How it works

Everything else

AI test drive

Import your help desk and the AI drafts answers to the 50 most recent tickets your team answered, each beside the reply your team actually sent. Judge it on your own customers before you pay.

How it works

Lossless import

Bring tickets, customers, macros and rules from Zendesk, Intercom, Freshdesk or Help Scout. Every original record is kept, and anything that didn't fit is listed.

How it works

Included in every seat

Flat rate

  • One flat priceOne price per agent, AI answers included. No tiers or add-ons. You pay for the people on your team.
  • A limit that's on by defaultThe AI stops when your included answers run out. Admins get an email at 80% and 100%.
  • AI receiptsEvery AI answer and what it was based on. Refund a wrong one and it stops counting.

AI macros and automation

  • AI macrosWhen your team sends the same answer on 5 tickets, the AI writes it up as a macro and suggests it on new tickets. If your team keeps editing a macro the same way, the AI suggests an update you apply in one click.
  • Macros that take actionOne click replies with the customer's name filled in, assigns the ticket, sets the status, adds tags, and can send right away.
  • Triggers and timed rulesRun on a new ticket, when the customer writes back, or after a ticket sits for a set number of hours. Match subject, message, sender, tags, channel or status, then tag, assign, set the status or leave a note. Timed ones can also email the customer ("pending 3 days: check in, then close"). Imported Zendesk triggers and automations that fit keep running.
  • TagsTag tickets by hand, from a macro, or from your old help desk's data.

AI

  • AI answersReplies to customers on its own, by email and chat, when your macros, help articles or the facts you give it cover the question. It hands the rest to your team. Agents can ask it for a draft or a summary.
  • AI actionsThe AI can refund a Stripe payment, cancel a subscription or an unshipped Shopify order, or call your own system to reset a password or change a plan. You set the actions and the limits; anything over a limit waits for a person to approve.
  • What customers ask aboutThe AI reads your recent tickets and groups them into topics, with how many the AI answered, why it handed the rest to your team, and one thing to fix for each. On Reports, in the seat.
  • AI sorts new ticketsThe AI reads each new ticket and sets its priority, adds tags your team already uses and puts it in the right group, before anyone opens it. It only fills in what nobody set, and a note says what it changed and why. In the seat, not an add-on.
  • AI reads your websiteAdd your website or docs address and the AI answers from those pages on day one, beside your macros and help articles, and links customers to the right page. Up to 40 pages per address, read again every week.
  • Auto-translateA customer who writes in Spanish, Japanese or 20 other languages is translated into your team's language when you open the ticket. Translate your reply into theirs before sending, and see both side by side. In the seat, not an add-on.
  • AI test driveAfter you import, the AI drafts replies to the 50 most recent tickets your team answered, next to your team's reply. Nothing is sent and it uses no AI answers.

Ticketing

  • Shared inboxEmail, chat, SMS and WhatsApp in one queue, with views for mine, my groups, unassigned, open, pending and closed.
  • Email in and outForward your support address. Replies go out from it once you add a few DNS records, and thread back onto the same ticket.
  • Website chat widgetOne script tag adds a chat bubble to your site. Chats become tickets. Inside your app, signed-in users skip the form and the ticket shows who they are, verified.
  • SMS and WhatsAppConnect your own Twilio account and customers can text your number or message you on WhatsApp. Messages become tickets, your team replies from the ticket, and the AI answers the same way it does by email. Photos and files come through, and you see whether each reply was delivered. Twilio bills you directly for the messages.
  • Phone calls and voicemailPoint a Twilio number at Flatdesk and calls become tickets. Callers can leave a voicemail, saved on the ticket with its recording and a transcript, or ring a team phone first. Agents call the customer from the ticket with one click. Twilio bills you directly for the minutes.
  • Ticket searchSearch every ticket by words in any message or note, the customer's name or email, a tag, or the ticket number.
  • Groups and sharing in turnPut agents in groups like Billing or Tier 2 and send tickets there by hand, in bulk or with a trigger. Tickets can go to people in turn, skipping anyone marked away. The AI's answered tickets never land in anyone's queue.
  • Quiet tickets close themselvesPending tickets with no reply for a week (or 3 to 30 days) close with a note, set up in one click. A reply opens them again.
  • Priority and bulk changesMark tickets urgent, high, normal or low; urgent ones sit at the top. Tick several in the inbox to close, assign, tag or reprioritize them at once.
  • Who's on this ticketSee when a teammate has the ticket open or is writing a reply, and get told when a new message lands while you're on it, so nobody answers twice.
  • Custom ticket fieldsAdd fields like Plan, Order number or Refund issued: text, number, dropdown or checkbox. They sit beside every ticket, search finds tickets by them, and any field can be required before a ticket is closed. Fields you import from Zendesk fill the matching ones.
  • Saved viewsSave the inbox filters you use every day as a tab of your own, like Urgent billing, unassigned or My chats: status, assignee, group, priority, tags, channel or a ticket field. Each tab shows how many tickets wait in it. Admins can share a view with the whole team.
  • Drafts that keepA reply or note you haven't sent is kept in your browser as you type, so a closed tab, a refresh or a new message on the ticket doesn't lose it.
  • Paste a screenshotPaste a screenshot straight into the reply box, or drop files on it, and it's attached to the reply.
  • Undo send and send laterEvery reply waits five seconds with an Undo button before it goes. Or schedule it: in an hour, tomorrow morning, Monday, or any time you pick. If the customer writes again first, the scheduled reply waits for you instead of going out.
  • Keyboard shortcutsj and k to move through the inbox, o to open, x to select, r to reply, n for a note, Ctrl or ⌘ + Enter to send, / to search. Press ? to see them all.
  • Browser alertsA desktop notification when a new ticket needs a person or a ticket is assigned to you, while Flatdesk sits in a background tab. Tickets the AI answered stay quiet. Each person turns it on in Settings.
  • Merge ticketsWhen one person writes twice, or two people report the same thing, fold one ticket into the other. Messages, tags and people move across, and replies to the old ticket land on the new one.
  • Split a ticketA customer asks about something new in the middle of an old thread? Move that message into a ticket of its own, with its files, for the same customer. Both tickets get a note.
  • Email a customer firstStart the conversation yourself, like a follow-up after a call or a heads-up about an outage. It becomes a ticket and their reply lands on it.
  • Merge two customersSame person under two email addresses? Admins move every ticket to one record, and the old address stays on as a copy so its mail still finds the ticket.
  • Tidy your tagsRename a tag, fold two into one or remove one across every ticket. Macros, rules and saved views that use it follow along.
  • Update the customer every…On a ticket that stays open a while, promise an update every 4 hours, a day or a week. When one is late the ticket is tagged update-due, gets a note and posts to your alerts. Every reply to the customer starts the clock again.
  • More webhook eventsBesides new and overdue tickets, post when your team replies, a customer writes back, a ticket is closed or assigned, or an update is late. Pick the ones you want in Settings, Alerts.
  • Acknowledge new emailsSend "Got it, ticket #1042" to every new email ticket the AI didn't answer, so customers know it arrived. When you're closed, your after-hours reply goes instead.
  • Holidays in business hoursList the days you're closed. Reply targets skip them, and customers who write in get your after-hours reply.
  • Insert a help articlePick one of your published help articles in the reply box and its title and link are added, so you answer with the article instead of retyping it.
  • CC on emailAnyone copied on the customer's email stays copied on your replies, and can reply to the ticket themselves. Add or remove people on the ticket.
  • Reply signaturesEach agent sets their own sign-off once in Settings, and it goes under every reply they send. Never under internal notes.
  • Side conversationsEmail a supplier, courier or another team straight from a ticket. Their answer comes back onto the ticket as a note the customer never sees, and the ticket returns to Open so someone acts on it.
  • Internal notesTalk it over on the ticket without the customer seeing it. Type @ and a name to email a teammate the note.
  • Customer historyEach ticket lists the customer's other tickets, so you see what they asked before.
  • CompaniesCustomers are grouped by their email domain, so a ticket from jo@acme.com shows what else Acme has asked about and who there writes in. Keep notes on a company that show on every ticket from it. Gmail and other personal addresses aren't grouped.
  • Customer notes and VIPKeep a note on a customer (prefers phone, renews in March) that shows beside every ticket from them, and mark VIPs so their tickets stand out in the inbox.
  • Follow a ticketFollow any ticket to get an email when the customer writes back or a teammate replies or leaves a note, even when it is not assigned to you. Replying to a ticket follows it for you.
  • After-hours replyWrite the message once ('We're offline until 9am and will reply first thing'). A new email that arrives while you're closed gets it, if the AI didn't already answer. Uses your business hours.
  • Daily backup to your own storageEvery day Flatdesk uploads your full export, attachments included, to a bucket you own on Amazon S3, Cloudflare R2, Backblaze B2 or any S3-compatible storage. Test it when you set it up, run one on demand, and see the last result in Settings.
  • Daily summary emailEach person can get one email a day with the customers waiting on them, their open tickets, tickets nobody has and overdue ones. Nothing is sent on a quiet day.
  • Slack and webhook alertsA post in Slack, Discord, Google Chat or any webhook when a ticket needs a person. Not for ones the AI already answered.
  • Reply time targetsSet a first reply target like 4 business hours, a next reply target for each time the customer writes back, and a resolution target like 3 days, with faster or slower ones by tag (vip: reply in 1 hour, resolve in 24). The resolution clock can pause while a ticket waits on the customer. Tickets count down in the inbox and turn amber near the target. A late one is tagged overdue, posted to Slack, and can go straight to your lead. Reports show how often you hit both.
  • RatingsEvery reply email ends with Great, Okay or Not good. A Not good on an AI answer sends the ticket to your team.

Help center and data

  • Help center categoriesSort articles into categories like Billing or Shipping, put them in the order you want and give each a short description. Customers browse a category, and every article links to others in it.
  • Help centerA public help center with search, on your own address like help.yourcompany.com. Write an article once. Customers find it on their own and the AI links to it. Offer it in up to 10 more languages: the AI translates each article in one click, you can edit any translation, and visitors see their own language.
  • Lossless importTickets, customers, macros and rules from Zendesk, Intercom, Freshdesk, Help Scout or Gorgias. Every original record is kept.
  • Export your dataEverything in one .zip, attachments included, or each table as CSV or JSON. Any time, without asking us.
  • ReportsVolume, reply and close times, targets met, ratings, the AI's share, and each agent's load.

Integrations

  • Shopify orders on the ticketThe customer's latest orders beside their ticket: items, total, payment and delivery status, and tracking links. The AI can read them to answer "where's my order?" and cancel unshipped orders.
  • Stripe on the ticketThe customer's plan, renewal date, and latest payments and refunds beside their ticket. Give the key write access and the AI can refund and cancel within your limits.
  • HubSpot on the ticketThe customer's HubSpot contact beside their ticket: company, title, lifecycle stage and owner. Closed tickets can be logged on the contact's timeline, adding people who aren't in HubSpot yet.
  • Send to JiraTurn a bug report into a Jira issue from the ticket, with the customer's words and a link back. The ticket shows the issue's status.
  • API, Zapier and MakeA REST API and signed webhooks. Make tickets from other apps, start workflows when one comes in, reply and close from a script.
  • Works with Claude and CursorFlatdesk is an MCP server. Connect Claude, Cursor or another AI tool with your API key and ask it to find, read, tag, assign or answer tickets.

Team

  • Guided setupA checklist walks you from inbox to first test ticket.
  • Admins and agentsInvite your team. Admins handle AI settings, imports and billing.