Full-text search across subjects, bodies and tags, saved views for Mine, Unassigned, Overdue, Urgent and more.
Custom fields on tickets, contacts and companies: text, number, date, dropdown, checkbox.
Time entries with a billable flag, logged with a reply or on their own.
Auto-close resolved tickets after a configurable number of days.
Email
Four ways in: connect Microsoft 365 or Google Workspace with one sign-in, IMAP and SMTP for any other provider, or forwarding with a built-in end to end check.
Replies thread by Message-ID and by ticket number in the subject. Duplicates are dropped. Out-of-office and bounce loops are ignored.
Inline images and attachments are preserved. Raw messages are archived.
Replies go out as your own address (Microsoft 365, Google or SMTP) or from SquawkDesk under your mailbox name.
Per-mailbox defaults, signature and acknowledgement, plus an activity log and Reconnect needed alerts.
Automatic acknowledgement on new tickets, customizable with tokens. Per-agent signatures. Customizable footer.
Agents can reply from their own mail client and it lands on the ticket as an agent reply.
Routing and automation
Groups with round-robin or fewest-open auto-assignment.
Rules on ticket creation, on every update, and hourly for time-based escalation.
Conditions on subject, body, requester email or domain, priority, status, tags, mailbox, SLA state and hours since created, updated or last reply.
Actions: set status, priority, type, tags, assign group or agent, send a reply, add a note, notify people, fire a webhook, mark spam.
Canned responses in folders, shared or personal, with tokens for the customer's name, ticket number and agent name.
SLAs
Default policy plus conditional policies (for example, VIP companies get tighter targets).
First-response and resolution targets per priority, in business hours or calendar hours.
Pending and On hold pause the clock. Warnings 30 minutes before due, breach events on the ticket and notifications to the assignee or group.
SLA attainment on the reports page.
Customer portal and knowledge base
Help center at yourcompany.squawkdesk.app or your own domain via CNAME.
Customers sign in with a one-time emailed code. No passwords for you to reset.
Submit requests with portal-visible custom fields and attachments, track status, reply, mark resolved.
Articles in categories, public or internal, with search, view counts and helpful votes.
Your logo and brand color. Satisfaction survey when a ticket is resolved, with a comment box.
Team and security
Unlimited agents. Owner, administrator and agent roles. Deactivate without losing history.
Single sign-on with Microsoft 365, Google Workspace or Okta, with optional auto-created agent accounts and an SSO-required mode. Included, not an enterprise upsell.
Two-factor authentication with any authenticator app, recovery codes, session revocation on password change.
Login throttling, audit log of administrative actions, per-tenant encryption of mailbox credentials.
Hosted in the United States. Attachments stored in encrypted object storage, never in the database.
Reporting and integration
Created vs resolved per day, average first response and resolution, SLA attainment, reopen rate.
Per-agent assigned, resolved, replies and CSAT. Per-group load. Priority, source and tag breakdowns.
Time logged per agent with billable totals. CSV export of tickets and time entries.
REST API with scoped keys (tickets, contacts, companies, agents, groups, articles).
Signed webhooks for ticket.created, updated, replied, resolved and SLA breaches, with retries.
SquawkDesk