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Omnichannel Support

BEAK Desk provides a unified support experience across multiple channels — web portal, email, and Microsoft Teams — so users can get help through their preferred communication method.

Supported Channels​

Web Portal​

  • Full-featured ticketing interface
  • Self-service knowledge base
  • Real-time ticket status tracking
  • File attachments and screenshots

Email​

  • Create tickets by sending email to a designated support address
  • Email replies are automatically appended to the ticket thread
  • Attachments are preserved and linked to tickets
  • Auto-acknowledgment with ticket number

Microsoft Teams​

  • Create and track tickets directly from Teams
  • BEAK Desk bot for conversational ticket creation
  • Notifications and updates delivered in Teams
  • Ticket approval workflows within Teams

Unified Queue​

Regardless of the channel, all tickets flow into a single unified queue:

  • Consistent categorization and prioritization across channels
  • AI triage applied to all incoming requests
  • Single view for support agents regardless of ticket source
  • SLA tracking applied uniformly

Channel Analytics​

  • Ticket volume by channel
  • Resolution times by channel
  • User satisfaction by channel
  • Channel adoption trends over time