Create amazing customer experiences with collaboration tools for email support.
Redirect your support emails to SwiftDesk and take advantage of the team collaboration, productivity, and reporting tools to deliver excellent customer service.
Reply In SwiftDesk
Reply to emails directly in SwiftDesk and maintain a complete history of your customer interactions in a central location the whole team can access.
Add notes to conversations that only agents can see, allowing you to capture additional information and keep everyone up to speed on your progress before replying.
See when other agents are viewing a conversation to prevent duplicate effort.
Explicitly take ownership of conversations through the assignment system and signal to other agents when you have one covered.
Create multiple brands and view conversations with customers in a single consolidated view. Brands are clearly identified in each conversation, and the matching email address for the brand is used when you reply.
SwiftDesk automatically hides email signatures and 'reply with history' quotations, so you only see the part of the email that matters — keeping you focused and fast.
Save time and ensure consistency through the reply template, which automatically creates a standard greeting and signature for your reply.
Choose from a wide range of formatting options to create HTML email replies. Options include bold, italic, underline, strikethrough, subscript, superscript, quotes, headings, lists, and more.
Quickly access the history of conversations across your team and for a specific customer. A central location for all your interactions ensures the whole team can see the history, and you won't lose replies in one person's sent box.
View profile pages for your customers, including key information and a history of their previous conversations with you for easy navigation.
Closed conversations are automatically re-opened if the customer replies again within a specific time that you can configure. This ensures you have an accurate understanding of when a conversation has been completed, and all the history at your fingertips if one is re-opened.
Unique Email Address
Every brand in SwiftDesk is automatically issued its own email address on the swiftdesk.io domain. For example, email@example.com. This gives you a great looking support address that includes your brand name, without the cost or complexity of maintaining any other address.
BYO Email Address
Send emails from SwiftDesk using your own external address if you prefer - i.e., firstname.lastname@example.org. It only takes some simple configuration and a verification process.
When using your own external email address, you can optionally use DKIM verification. This requires you to make changes to the DNS configuration of your domain (advanced) but helps you beat spam filters and ensure maximum email deliverability.
Sound & Desktop Notifications
Optional audio notifications, and desktop notifications let you know when a new email has been received, even if SwiftDesk is not in focus on your desktop. Continue with your other tasks and SwiftDesk will let you know when jump back in.
Create great-looking, fast, and easily searched knowledge bases.
Unique Branded URLs
Every knowledge base running on SwiftDesk has its own unique subdomain. i.e., yourcompany.swiftdesk.io. This ensures you can include your brand name in the unique URL for your knowledge base.
BYO Domain Names
Optionally choose to use your own domain name to access your knowledge base instead of the default subdomain at swiftdesk.io. This requires some extra configuration in collaboration with our support team, but only needs to be done once.
Public Knowledge Bases
Create publicly accessible knowledge bases that everyone can access. Simply share the link with your customers and add it to your website to direct them to your product and service information.
Private Knowledge Bases
Optionally lock down your knowledge base to internal users you have authorized on a specific brand. Distribute your internal product, procedure, and policy information securely and control who has access.
Unlimited Knowledge Bases
Create as many knowledge bases as you like — including multiple knowledge bases on a single brand.
Create as many articles as you like within each knowledge base.
Select a custom theme color to be used throughout your knowledge base to highlight key information such as links and buttons.
Upload a custom logo to appear at the top of your knowledge base.
Upload a custom favicon for your knowledge base site. Use the highest resolution you have available, and SwiftDesk will automatically take care of creating versions in the resolution and formats needed for the most common devices.
Custom Background Image
Upload a custom background image to appear across the home page of your knowledge base to help reinforce your brand.
Custom Social Sharing Image
Upload a custom image to be used when your articles are shared on social media.
Create categories within your knowledge base to organize your articles.
Drag and drop categories into your desired order to control the way they appear in your knowledge base.
Drag and drop articles within the category editor to ensure they are presented in a meaningful order within each category.
Choose from a wide range of formatting options for your articles, including bold, italic, underline, strikethrough, subscript, superscript, quotes, headings, lists, and more.
Upload attachments to your articles and easily drag and drop images into the text editor to make them appear inline. Uploaded images are automatically resized and optimized for distribution over the web, saving you the time of manually adjusting images to keep your site fast.
See the volume of articles people have viewed and which articles are the most popular with real-time dashboards.
Understand what customers are searching for and which search terms they are using that are not yielding results. Use this analysis to find ways to expand and optimize your knowledge base, or maybe even your product or service.
Check how many articles you are making available in your knowledge base over time, helping ensure you are expanding your content when relevant.
Complete additional fields to describe your article, and SwiftDesk will automatically create meta tags and JSON+LD structured data to ensure your articles are SEO-friendly and can be understood by Google and other search engines.
Machine Learning Search
SwiftDesk analyzes how search terms match the selected article to learn and improve its suggestions for the future.
SwiftDesk provides article suggestions in real-time as you type in the search box — ensuring you can find the article you need as fast as possible.
Twitter Sharing Tags
When you have a Twitter account for your brand, you can associate it with your knowledge base, and SwiftDesk will generate additional meta tags on your pages to optimize them for sharing on Twitter.
SwiftDesk integrates with your favorite apps for a seamless workflow.
Get notified of key SwiftDesk events in a Slack channel, so your team will know when something needs their attention even if they aren't signed in.