Frequently asked questions

ProDesk is a helpdesk for customer support teams. Requests from email, your web form and your help center arrive as tickets in one shared inbox, where your team answers them, adds internal notes and tracks them against SLA targets. It is made by Proctel Consulting Services.

Request a demo. When you go ahead, Proctel creates your desk with its name, help center address and time zone, and invites your administrator by email. Your administrator sets a password, then connects your support email, invites the team and adds the rules you need.

Light agents can read tickets and add internal notes. They cannot reply to customers or change ticket fields. They suit colleagues in finance, operations or sales who need to see a ticket and add context.

Yes. Each desk has its own team, support address, rules, help center and data, so one company can run separate desks for different brands, regions or departments. One person can be a member of several desks.

You forward your support address, for example support@yourcompany.com, to an inbound address at Postmark, Mailgun or SendGrid. The provider passes each message to ProDesk, which opens a new ticket or adds the message to the ticket it replies to.

Yes. You add your own SMTP server, such as the one your company email already uses, and ProDesk sends replies through it. Customers see your address, and your SPF and DKIM records keep working.

Yes. Customers can submit a request through a form in your help center, choosing from the forms you publish. When they sign in, they can see all their requests, reply to them and rate the answers.

Triggers run straight away when a ticket is created or updated, for example to send billing requests to the Billing group.

Automations run on a schedule and act on time, for example to close tickets a few days after they are solved.

Macros are saved sets of actions that an agent applies by hand, such as a standard reply plus a status change.

SLA targets can be counted in business hours. You set a schedule with working days, hours, time zone and holidays, and the SLA clock only runs inside it. A ticket that arrives on Thursday evening in Riyadh is not counted as late over the weekend.

Yes. Each SLA policy has conditions, such as the customer's organization, the group or the ticket type, and targets for each priority. Policies are checked in the order you set, and the first one that matches a ticket applies.

ProDesk runs on Supabase, which provides the Postgres database, sign-in and file storage. Every table has row-level security, so a desk can only read its own data. Attachments are kept in private storage and opened through short-lived links.

You own everything in your desk. You can ask for a full export at any time and we send it in a standard format. If you leave, we delete your data after the export, as described in our Privacy policy.

Not as part of normal operation. Proctel staff access a desk's data only when you ask us for help, to keep the service secure, or when the law requires it. We do not sell data or use it for advertising.

Price depends on the plan, the number of agents and how many desks you run. We agree it on a short call and confirm it in a written quote, so you know the full cost before you commit. Talk to sales.

Yes. Request a demo and we walk you through ProDesk with your channels and the rules you need. If you go ahead, we set up your desk and invite your administrator.

Yes. Tell us and we move your desk to another plan. Your tickets, rules, help center and settings stay as they are.