2026-06-30

🎧 Introducing Service Desk

Support and delivery have always lived in two different tools. Service Desk brings them together: a customer emails your support address, it becomes a ticket in DevStride, and your team triages and replies to it — over email — without ever leaving the app. Because a ticket is just a work item with a customer attached, it sits right next to the work it depends on and flows through the same boards, filters, and reports you already use.

This is Version 1, focused on two-way email support.

✉️ What you can do

• Receive email as tickets. Forward your support inbox to a DevStride channel address and every message becomes a ticket, automatically filed where you want it.
• Reply over email, in context. Send a Reply to customer from the ticket; it's emailed to them and their response threads right back onto the same conversation.
• Keep internal notes private. Every ticket carries two streams — customer replies and internal notes — and the line between them is enforced everywhere, so private discussion never leaks.
• Manage requesters & companies. Customers are tracked as requesters (who never use a paid seat), grouped into companies, with per-company defaults for routing and ownership. Merge duplicates or erase a requester on request.
• Triage with confidence. A dedicated Inbox queues your tickets, a Suspended queue holds back spam and auto-replies for review, and the Support filter lets you slice support work anywhere in the app.
• Control access with roles. Four Service Desk permissions — and a ready-made Service Desk Agent role — decide who can configure the desk, manage requesters, and reply to customers.

🚀 Getting started

1. Turn it on. An admin opens Settings → Service Desk and clicks Enable Service Desk.
2. Create a channel address. Under Channel Addresses, click + Channel, pick the address, and set the default location and work type for new tickets.
3. Forward your inbox. Copy the new address and forward support@yourcompany.com to it.
4. Work your first ticket. Open Service Desk → Inbox, click the new ticket, and send a Reply to customer. That's the loop.

📚 Full guide: the new Service Desk section in the docs.