Meshdesk puts email, WhatsApp and chat into one shared inbox with an owner, an SLA clock and internal notes on every ticket. Your customer sees one clear reply. Your team sees everything behind it.
Hi, my order NS-20931 shows delivered since yesterday but nothing has reached me. Adyar, 600020.
Checked the Delhivery portal: POD says “left at security desk, Gate 2” at 4:12 pm yesterday. Photo attached. Same building had this last month, ticket #4106.
Karthik here, looking into it now.
Hi Aishwarya, Karthik from Nila here. Delhivery marked NS-20931 delivered yesterday at 4:12 pm to the security desk at Gate 2 of your building. Could you check with them? If it isn't there, I'll ship a replacement today at no charge.
Connect support@ from Google Workspace, Zoho Mail or any IMAP box. Threads stay threads; a reply from Gmail still lands in the ticket.
Your existing number, verified through Meta. Templates for out-of-hours replies, order updates and CSAT, with conversation charges passed through at cost.
One widget for Shopify and custom storefronts, Instagram and Facebook messages in the same queue. Same owner, same SLA, same notes.
Sorted by SLA, not by arrival. Marigold marks what only your team can see. Two people can never reply to the same ticket at once.
Hi team, I placed order NS-20958 (₹3,480) this morning. Razorpay showed a failure the first time, so I paid again. Now both payments show as debited on my HDFC card. Please refund one of them. Order id is in the subject.
Razorpay dashboard shows pay_OqK4…7f captured ₹3,480 at 9:31 and pay_OqK9…2a captured ₹3,480 at 9:34. Only one is linked to the order. Refund the 9:34 one from the Payments panel and it settles in 5 to 7 working days.
Hi Rahul, sorry about this. Two payments of ₹3,480 were captured on your card at 9:31 and 9:34; only one is attached to NS-20958. I’ve initiated a refund of the second one (reference pay_OqK9…2a) just now. HDFC usually reflects it within 5 to 7 working days. Your order ships today as planned.
Nila Skincare, Bengaluru, is a composite of Meshdesk customers. Names and order numbers are invented.
Every target is counted in your open hours and nowhere else. A payment ticket raised at 6:48 pm on Tuesday has twelve minutes of Tuesday left; the other three hours and forty-eight come out of Wednesday morning, which is why it is due at 12:48 pm and not at ten at night. When a clock drops under a third of its time it turns marigold and the team lead gets a WhatsApp.
Nobody outside the desk ever sees a clock. Marigold means exactly that, here as everywhere.
Aishwarya sent one message and got one answer. Everything in marigold happened on the other side of the desk.
“Paid twice for order NS-24817. ₹1,498 has gone out of HDFC two times.”
Ticket #4821 opened. Her number matches order NS-24817, so the order rides along. Priority set to Urgent.
Out-of-hours template goes back: we are in from 9 am, Monday to Saturday.
Clock restarts. #4821 sits at the top of the queue with 3 h 12 m left of its four hours.
Karthik takes it. From here nobody else can reply on this ticket by mistake.
Note: “Razorpay shows two captures, not an authorisation hold. Refunds over ₹1,000 need a sign-off. @Meera”
Meera approves ₹1,498 back to source and pastes the Razorpay reference into the same note.
“Refund of ₹1,498 is raised, reference RZP-4471QD. It reaches HDFC in 4 to 5 working days.”
“Thank you, that was quick.”
Resolved, 2 h 30 m before the target. Order NS-24817 is flagged so the double charge is looked at.
One CSAT question on WhatsApp. Aishwarya answers 5 out of 5.
Email and website chat in one shared inbox. For a team of up to 5.
WhatsApp Business API, SLAs, macros and notes. Where most D2C brands land.
Routing, roles, SSO, audit log and API for support teams of 20 or more.
| Everything in each plan | Starter | Team | Business |
|---|---|---|---|
| Team | |||
| Agents | Up to 5 | Up to 25 | Unlimited |
| Shared inboxes | 2 | 10 | Unlimited |
| Teams and round-robin assignment | Not included | Included | Included |
| Collision detection (who is typing, who is viewing) | Included | Included | Included |
| Channels | |||
| Email (Gmail, Zoho Mail, any IMAP) | Included | Included | Included |
| Website chat widget | Included | Included | Included |
| WhatsApp Business API | Not included | 1 number | 5 numbers |
| Meta conversation charges | — | Billed at cost | Billed at cost |
| Instagram and Facebook DMs | Not included | Included | Included |
| Missed-call to ticket (Exotel, Knowlarity) | Not included | Not included | Included |
| Working the queue | |||
| SLA policies with first-reply and resolution targets | Not included | Included | Included |
| Business hours and holiday calendars | Not included | 1 calendar | Per team |
| Escalation rules with WhatsApp nudges | Not included | Included | Included |
| Macros and suggested replies | 10 | Unlimited | Unlimited |
| Internal notes with @mentions | Included | Included | Included |
| Automation rules | 5 | 50 | Unlimited |
| Skills-based routing | Not included | Not included | Included |
| Data and control | |||
| Reporting history | 30 days | 12 months | 3 years |
| Shopify, Razorpay, Delhivery, Shiprocket | Not included | Included | Included |
| API and webhooks | Not included | Read only | Read and write |
| Single sign-on (SAML, Google Workspace) | Not included | Not included | Included |
| Custom roles and audit log | Not included | Not included | Included |
| Data stored in Mumbai region | Included | Included | Included |
| Attachment storage per agent | 2 GB | 10 GB | 50 GB |
| Support from us | |||
| Email support | 2 working days | Same day | 1 hour |
| Chat support, 9 am to 7 pm IST | Not included | Included | Included |
| Onboarding and a named contact | Not included | Not included | Included |
| Uptime commitment | — | 99.9% | 99.95% with credits |
Prices exclude 18% GST. Meta charges for WhatsApp conversations (about ₹0.80 per service conversation, ₹0.35 to ₹0.75 per marketing or utility template) are passed through with no markup. Every plan starts with 14 free days and 3 agents; no card until you decide.
Escalation is the part every team writes on a whiteboard and then forgets. Here it is a rule with a clock on it. Three of them run at Nila Skincare; this is all three, exactly as they branch.
The ticket turns marigold in the owner’s own queue. Nobody else is told yet.
Karthik R.The second agent on shift is added as a watcher and can see the thread.
Sriram V.Target missed. A WhatsApp goes to the team lead with a deep link to the ticket.
Priya N.Reassigned to whoever is marked online, oldest reply first.
Round robinThe head of CX is added and the ticket is pinned to the top of every queue.
Divya S.A template goes back on the channel it arrived on, in the customer’s language.
The customer sees thisThe clock holds. The morning queue is then sorted by time left, not by arrival.
AutomaticOne agent carries the payments phone. Everything else genuinely waits.
Rotates weeklyA short nudge goes out on the same channel, once, and never again.
The customer sees thisClosed with a one-tap reopen link, so nobody has to remember it.
The customer sees thisIt comes back to the same agent with the whole thread and the old notes.
Karthik R.“We ran support out of Gmail labels and a WhatsApp phone that lived in a drawer. Three agents moved to Meshdesk over a weekend. First reply on WhatsApp went from 40 minutes to 6, and I stopped being the person who knew where every ticket was.”
Measured over 4,180 WhatsApp conversations. The desk did not grow; it went from three agents to three agents.
Connect Gmail or Zoho Mail in ten minutes, invite two teammates, and watch the first ticket get an owner. 14 days free, 3 agents, no card.