For customer service and support teams
Help desk software, with the full picture.
Keep every request moving with an owner, a clear next reply and the customer’s history. Your team can work together across channels, then send the answer and resolve the request from the same inbox.
14-day free trial. No credit card required.
Illustrative product view. Fictional customer details.
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See who needs a reply.
A short request title, a clear owner and a waiting state. Opening-hours-aware reply targets help your team see what needs attention.
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Work on the answer together.
Use private notes and mentions to bring in a colleague. See when someone else is in the thread, so your customer gets one considered answer.
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Resolve with the full picture.
Reply as the team, send the answer and resolve the request. Keep the customer’s earlier messages ready for the next time they need help.
One team behind the answer
A handoff should move the answer forward.
Keep the discussion beside the customer’s question. Give the next person enough context to help.
Assign a colleague, ask a question in a private note and see who is already replying. When you send as the team, customers get a consistent identity while your internal history shows who did the work.
Illustrative team activity.
A clear path through the queue
From first message to resolved request.
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Pick up the request.
See new and unassigned work in a shared queue. Give the request an owner so the team knows who will respond.
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Find the answer together.
Read the customer’s history, add a private note and mention the teammate who can help. Keep the work in the thread.
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Reply and resolve.
Send as the person or the team. Use Send and resolve when the request is handled, with the reply recorded in the same history.
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Be ready when they return.
A quick follow-up can reopen the request. A later question can start a new one while keeping the customer’s earlier messages.
Illustrative report with sample data. These are not customer results.
A view of the work, not just the volume
See where support needs attention.
Know what is open, who is waiting and how requests are being resolved.
Explore requests by day, channel, inbox and tag. Check the current backlog, over-target work and oldest request. Review first-reply times, median time to first resolution in opening hours and the share of resolved requests that reopen.
Sales and support have their own reporting, so a resolved customer request is measured as support work.
Across channels and teams
The customer’s history comes with the question.
Connect email, website chat, WhatsApp, SMS and calls. Your team can respond in the web or mobile app, with customer messages together. Built-in calling is available in the UK and US.
Explore channels and integrationsSupport that fits your business.
Keep sales and support in separate inboxes, with access for the right people. Give your website assistant documents and guidance so it can answer routine questions and hand over with the history.
Multiple inboxes require Pro. AI usage and channel allowances depend on your plan.
A few more details
Your questions, answered.
How your team can share the work, manage requests and keep sales and support organized in Threadkite.
Explore plans and pricing →How is this different from sharing an email password?
Each team member signs in with their own account. Shared inbox access, assignment, private notes and colleague presence help you work together. The customer’s connected channels sit in one thread, rather than being split between personal mailboxes.
Which channels can our customer-service team use?
Email, website forms and chat, WhatsApp, SMS and built-in calls. Connect your team’s accounts and numbers, then reply from the web or mobile app. Calling is currently available in the UK and US. Usage allowances and channel charges are shown on the pricing page.
Can a customer see our internal notes?
Internal notes and mentions are for your team. Customer replies use the connected channel selected in the composer. You can also choose to send as your team, while Threadkite keeps a record of the person who sent the reply.
How do reply targets and resolution work?
Set an opening-hours-aware first-reply target for the inbox and see which requests need attention. Your team can send a reply and resolve the request together. If the customer writes back within your reopen window, the same request reopens; a later message starts a new request in the customer’s thread.
What can we report on?
See request volumes by day, channel, inbox and tag; the current open backlog, requests waiting on you, those over target and the oldest request. Support reporting also shows median time to first resolution in opening hours and the share of resolved requests that reopened. Shared reply-time reports can be filtered to support.
Can sales and customer support use Threadkite together?
Yes. Use separate sales and support inboxes with access for the right people. Sales inboxes have leads and stages; support inboxes have customer requests and resolution. Support inboxes are available on every plan; Pro supports multiple inboxes.
Can the website assistant help our support team?
The website assistant can answer from your supplied documents and guidance, collect details and hand over to a person. The team receives the history and summary. AI allowances depend on your plan; this is not unlimited automated resolution.
Can we try it before moving the whole team?
Yes. Start a 14-day Pro trial with no credit card required, then connect a channel and try the workflow with your team. You control staff access to each inbox, and can export your data. See pricing for seats and allowances.
Give your support team the full picture.
Connect a channel and try a clearer way to help your customers. Your 14-day Pro trial needs no credit card.
14 days. No credit card required.