Support Desk

Support Desk is a shared inbox for the emails your customers send you. Instead of searching a mailbox for "who is this and did they pay?", you open a conversation and see the customer's user card — their visits, UTM tags and subscriptions — right next to the message, and you can cancel a subscription from the same screen.

What you get

• Inbox with statuses (Unread / Open / Closed), assignment to team members, internal notes, search, and filters.
• User card — who you are talking to: user IDs, first and last visit, UTM tags, and every subscription with its status, plan, amount and next charge.
• Reply templates with placeholders, and Answer with AI — a draft reply built from your templates and the conversation.
• Request types — every new conversation is sorted by topic (refund, cancel subscription, bug, access problem, …), automatically or by hand.
• Auto replies — a first reply, a different message outside working hours, a follow-up and automatic closing of silent conversations.
• Mute list — hide senders (newsletters, no-reply addresses) from the inbox, analytics and automations.
• Daily summary — one email a day with the requests that still wait for an answer.
• Analytics — volume, first response time, request types, and results per team member.
• API and MCP — everything above is available over the API, so an AI assistant or your own tooling can read conversations, draft and send replies, and pull the analytics.

How it works

1. Mail comes in. Each project has its own Support Desk address, [email protected]. Customers' emails reach it in one of three ways — you put the address in Reply-To of your emails, forward your own mailbox to it, or connect a support address on your own domain. See Set up Support Desk.
2. One conversation per customer. All emails from the same address in a project land in the same conversation. A new message from the customer always sets the conversation back to Unread, even if you closed it.
3. The AI sorts it. A new conversation gets a request type. Spam and automatic mail (out-of-office replies, delivery failures) is recognised and closed right away.
4. Auto reply (optional). The customer gets an immediate acknowledgement, chosen by the request type and your working hours.
5. Your team answers. Replies are sent from your project's Send emails from address (Project → Emails), with your signature added, and are stored in the conversation. The customer's reply comes back into the same conversation.
6. Follow-ups (optional). If the customer goes quiet after your reply, web2wave sends a reminder and later closes the conversation.

Pricing and free trial

Support Desk is not part of the plans — it is a separate subscription. The first 14 days are free, and the trial starts with the first customer email your project receives, not on the day you switch it on. After the trial it is a monthly subscription (the current price is shown in the cabinet next to Subscribe).

• While the trial runs, or while the subscription is active, everything works.
• If the trial ends without a subscription, the inbox is locked and nothing is sent automatically until someone with the Owner or Administrator role subscribes (Support Desk → Subscribe; Billing opens the Stripe portal to change the card or cancel).

Who can use it

Add people on the Project members page. Replies are signed with the sender's name, so give each Support Manager a first and full name.

Pages

• Set up Support Desk — enable it, choose how mail arrives, DNS for your own domain, signature, mute list, daily summary.
• Working in the inbox — statuses, filters and search, assigning, notes, templates, Answer with AI, request types, the user card.
• Auto replies, follow-ups and auto close — configure the automatic messages.
• Support analytics — what every number means.
• Support Desk API and MCP — manage everything programmatically.