How it works

Every ticket moves through four statuses.

CXdesk takes care of the routine step in each one, so nobody has to remember to chase a customer or close a ticket.

Open

A new email becomes a ticket

Anything sent to your support addresses lands here with its attachments and CCs, and the customer gets an automatic reply saying you have it. Newsletters, auto-replies and spam stay out of the queue.

In Progress

Your team picks it up

Assign it to a team or a teammate, or let it go to whoever picks it up first. Need a colleague's help? Mention them in an internal note, which the customer never sees. Saved replies cover the questions you get often.

Waiting for Customer

The clock stops while you wait

The SLA clock stops while the customer owes you an answer. If they go quiet, they get a reminder, and the ticket is solved after the wait you set. If they reply, it reopens with the same owner.

Solved

You hear how it went

The customer can rate the help with one click. The conversation, internal notes and every status change stay on the ticket, so the next time they write, their history is already there.

Deadlines

See what's about to be late before it is.

Set response and resolution targets per priority, and CXdesk counts them against your working hours, not the clock on the wall. Tickets close to a deadline are flagged early, and the queue can be sorted by whichever is due next.

First response: How soon a new ticket gets its first reply.
Next response: How soon each customer follow-up is answered.
Time to solve: How long until the issue is resolved.

Sorted by next deadline Due

Can't log in after password reset Overdue 4m

Export to CSV drops the last column 18m

Change billing contact 1h 52m

Webhook retries on timeout? 3h 10m

Need the order number to continue Paused

Views

Everyone sees the queue they need.

Build a view from any mix of filters, keep it to yourself or share it with the whole team, and arrange the menu the way you work.

Shared and personal: Admins publish views for the whole team. Every agent keeps their own private ones next to them.
In folders, or on their own: Group views into folders or leave them standalone, then drag to reorder or move a view between folders.
Filters that answer real questions: Unassigned, awaiting our reply, no first response yet, SLA overdue, by inbox, company, category, tag, priority or date. Combine as many as you need.
See it as a teammate would: Team leads can look at any menu exactly as a teammate sees it, and narrow every menu to a single priority.

Team views

Assigned to me6

Awaiting our reply4

SLA overdue1

Engineering queue

Open bugs5

Performance issues2

Client success

Waiting on client3

Billing questions2

“Awaiting our reply” shows tickets where

Awaiting our reply is true
Status is none of Solved
Inbox is support@yourcompany.com

Features

What else your team gets.

Search every conversation

Find a ticket by words in its subject or in any message, or by the customer's email address.

Teams, roles and permissions

Group agents into teams and decide what each role can see and change, down to which tickets appear in their inbox.

Categories and sub-categories

Label every ticket by what it is about. A category menu shows live counts for each one, and searching it finds categories and sub-categories alike.

Snooze until it matters

Hide a ticket until a date you pick. It comes back to the top of the queue on its own.

Contacts with history

Every customer's past tickets in one place, so nobody asks them to explain the same problem twice.

Working hours

Tell CXdesk which days and hours your team works. Deadlines and reminders follow that schedule.

From the blog

How the details work.

All articles

Compare

Coming from Zendesk, Freshdesk, Help Scout or Intercom?

CXdesk only does email support, so it costs less per agent. The trial is longer too, and we set your workspace up with you.

	CXdesk	Zendesk	Freshdesk	Help Scout	Intercom
Built for	Email support	Every channel, plus AI agents	Every channel, plus AI agents	Email and live chat	Chat and the Fin AI agent
Lowest paid plan	$12 an agent	$19 an agent	$19 an agent	$25 an agent	$29 an agent
Free trial	60 days, no card	14 days	14 days	15 days	14 days

Prices are per agent a month, billed yearly, from each company's published pricing as of October 2026. Check their sites for the latest figures.

Pricing

Simple pricing per agent.

You pay for the people who answer support email. Every plan starts with 60 days free, with no card needed.

Founding offer: 60 days free on any plan. The first 50 workspaces keep 30% off their plan for the first 12 months of billing.

Starter

For small teams moving support out of a shared inbox.

$12 $15 per agent / month

Billed yearly, or $15 billed monthly. Billed monthly, or $12 billed yearly. 2 to 5 agents.

Request a free trial

Shared inbox with assignment, priority, status, snooze and tags
1 email inbox
Internal notes and @mentions
Contacts with full ticket history
Saved replies, personal or shared with everyone
Search across tickets, contacts and messages
Categories and personal views
Automatic acknowledgement of new tickets
Working hours, with an out-of-hours auto-reply
Noise filtering for newsletters and auto-replies
Standard reports
Admin and agent roles

Growth

Pro

For larger teams that need service levels and control.

$45 $55 per agent / month

Billed yearly, or $55 billed monthly. Billed monthly, or $45 billed yearly.

Request a free trial

Everything in Growth
SLA policies with business-hours deadlines
Drill down from any report to the tickets behind it
Activity log of sign-ins and settings changes
Admins can sign in as a teammate to troubleshoot
Priority support

Questions

How long does it take to get started?

We set up your workspace with you, usually within one business day of your request.

How do we connect our support email address?

Verify your domain, then forward your support address (like support@yourcompany.com) to the address we give you. We send a test email to check the forwarding works, and your replies go out from your own address.

Do you support live chat, phone or social media?

Not yet. CXdesk is built for teams that support customers by email.

What happens when the free trial ends?

We'll email you two weeks before. Pick a plan and carry on. If you don't, your workspace becomes read-only for 90 days, so your team can still sign in and see every ticket. After that, the workspace and all its data are permanently deleted. We'll email you before that happens too.

Do I need a card to start?

No. You only add payment details when you choose a plan at the end of the trial.

Who counts as an agent?

Anyone on your team who signs in to answer or manage tickets. Customers who email you are never counted.

What if we need more than 5 agents on Starter?

Starter is for teams of up to 5 agents. Move to Growth or Pro, which have no agent cap.

Can we pay monthly?

Yes. Every plan can be billed monthly or yearly. Paying yearly costs less.

Can I change plans later?

Yes. Move up or down whenever your team changes, and tell us if you need more time to decide.

Is our data kept separate from other companies?

Yes. Every workspace has its own database, so your tickets, contacts and reports are never stored alongside another company's.

Try it with a week of real-looking tickets.

The live demo is a full workspace of your own, already busy. Nothing to set up, no sign-up.

Open the live demo

Start your free trial.

Every workspace is set up with you. Tell us roughly how many people answer support email and which plan you'd like to try, and we'll be in touch within one business day to get it ready. 60 days free, no card needed.

Request a free trial hello@cxdesk.org

The help desk for teams that answer email.