Support that already knows the account
A multi-brand service desk where every ticket arrives with the customer's services and billing history alongside it, so agents answer without switching systems.
“Why is my bill higher?” shouldn't take three systems and a callback to answer.
- Agents work blindThe helpdesk doesn't know what the customer has or what they were billed.
- Brands get mixed upRunning several brands from one team means replies go out under the wrong name.
- Billing queries bounce aroundTickets move between support and finance while the customer waits.
How ACE Desk works
Three steps from start to finish.
A ticket comes in
From your customer portal, your team or a connected system.
Context is attached
The customer's account, services and recent invoices appear beside the conversation.
Resolve and track
Agents reply under the right brand and every step is recorded against the account.
What's included
Everything in ACE Desk, grouped by what it helps you do.
Ticketing
Everything a support team needs day to day.
- Queues, assignment and status
- Internal notes and attachments
- Full conversation history
Multi-brand
One team, several customer-facing identities.
- Brand set on every ticket
- Replies sent under the correct brand
- Separate branding per portal
Account context
Answers without leaving the ticket.
- Account and services alongside each ticket
- Recent invoices and billing history
- Read-only, so billing data stays safe
Customer access
Customers raise and follow their own tickets.
- Ticket submission through ACE Portal
- Updates visible to the customer
- Automatic tickets from system events
Better together
ACE Desk shares one customer record with the rest of the ACE platform.
Connections
Systems ACE Desk works with.
Works with
Build your own
Questions about ACE Desk
Can we run more than one brand?
Yes. Each ticket carries its brand, so one team can support several brands and every reply goes out under the right one.
Can agents change billing data from a ticket?
No. Agents see account and billing details read-only, which keeps billing changes inside ACE Billing where they are controlled and audited.
How do customers raise tickets?
Through ACE Portal, where they can also follow progress on tickets they've raised.
Illustrative figures on this page are examples, not customer data.
See ACE Desk with your own data
Book a personalised demo and we'll walk through it using examples from your business.