System of Record · Collaboration

OwnDesk

Connect. Engage. Resolve.

An AI-powered helpdesk for support and customer success leaders. Unifies inbox, knowledge base, customer context, and analytics into one operating surface.

Access OwnCentral →See Your Migration Plan

ReplacesZendeskFreshdeskIntercom

What changes

In week one. Not year one.

01

Agents answer from one inbox with the customer's history and an AI-drafted reply already waiting.

02

SLA breaches show up as a live countdown, not as a complaint after the fact.

03

Coaching runs on quality scores and CSAT data instead of gut feel.

And the Zendesk renewal stops being a line item — the replacement is an asset you own. Run your numbers →

6+Support channels unified

AIDrafted replies for agents

Real-timeSLA breach monitoring

CSATTracking with agent scoring

Inside OwnDesk · actual interface

WHY OWNDESK

What sets it apart

Omnichannel inbox: email, chat, voice, WhatsApp, social, portal — one view

AI-drafted replies with customer history and SLA countdown

Agent coaching analytics with quality scoring and CSAT tracking

CAPABILITIES

Key Capabilities

Command Centre

Volume trends, SLA breach signals, channel mix, and agent leaderboard for real-time operational awareness.

Omnichannel Inbox

Email, chat, voice, WhatsApp, social, and portal — unified into one agent workspace.

AI-drafted Replies

Agent workspace with full conversation thread, customer history, SLA countdown, and AI-suggested responses.

Coach Analytics

Agent quality scoring, SLA metrics, CSAT tracking, and performance data for coaching decisions.

BUILT FOR

Who it’s for

Support Director

Volume trends, SLA breach signals, channel mix, and agent leaderboard — operational awareness without five dashboards.

Support Agent

Full conversation thread, customer history, SLA countdown, and AI-suggested responses in one workspace.

CS Manager

Agent quality scoring, CSAT tracking, and performance data for coaching decisions — not gut feel.

Perpetual Licence

OwnDesk is available as a perpetual licence. You own the software forever. Deploy on your infrastructure. No annual renewals, no per-seat pricing, no vendor lock-in. Prefer OpEx? A managed subscription is available too — switch between the two anytime, nothing to re-buy.

Calculate Your ROI →

Headless by contract

Every screen here also works without the screen.

OwnDesk implements the Own360 headless spec: a standard /api/v1 surface with OpenAPI, cursor pagination, idempotent writes, and entity.changed events — drivable from its own CLI, any HTTP client, MCP tools generated straight from its OpenAPI, and the OwnAgents runtime.

$ owndesk entities            # 8 entities
$ owndesk ticket list --limit 20
$ owndesk ticket create --data '{…}'
$ owndesk domain merge_tickets

The generated OwnDesk CLI — every entity and domain op, OwnAuth-authenticated, idempotent by default.

Entities

ticketslaqueuemacrokb_articlecustomeragentteam

Domain ops

merge_ticketsreplyescalate

15 verified agent tasks · 8 cross-app workflows

Create ticketCreate slaCreate queueCreate macroCreate kb articleCreate customerCreate agentCreate teamDemo accounts testrun2 dashboard overview testrun2 dashboard overview testrun4 knowledge base testrun4 knowledge base testrun5 customers testrun7 automations testrun

OwnITSM → OwnDesk — OwnITSM incident → OwnDesk public ticket mirroring it (id in subject)
OwnSign → OwnDesk — OwnSign envelope sent → OwnDesk signer-reminder ticket carrying envelope id
OwnMAP → OwnDesk — OwnMap location pinned → OwnDesk ticket scoped to that location
OwnDesk → OwnChat — OwnDesk ticket escalated to the support channel in OwnChat — message carries the ticket id

See the full task catalog in the agent runtime →

Deep dive

Inside OwnDesk

The full story — why it exists, what it replaces, every capability in detail, and real product screens.

Read the deep dive →