Everything ReeveDesk does, and what is coming.

Tickets and the shared inbox

One list for every request, built so a small team always knows who has what.

• Numbered tickets with a status, a priority, an owner, a team, tags, the client company and the contact.
• Six fixed statuses you never have to set up: New, Open, Waiting on client, Snoozed until a time you pick, Resolved and Closed. Priorities are Low, Normal, High and Urgent.
• Views for Mine, Unassigned and All, plus Waiting on client, Snoozed, Overdue, Resolved, Closed and Spam, and a list of client companies with their open tickets.
• Search subjects, messages and client names, or jump to a ticket by its number.
• Filters by client, product or tag, each shown as a chip you can remove.
• Several at once: assign, change status or snooze, set the priority or add a tag for a group of tickets in one go.
• A web address for everything. Every view, filter and ticket has its own link to bookmark or send to a teammate.
• New ticket for a contact, when a request comes in another way.
• Keyboard friendly: a command palette (Ctrl+K or Cmd+K), R to reply, N for a note, and ? for every shortcut. A guided tour walks new members through the screen.
• Works on a phone. The list and the ticket become separate screens on a small screen.
• Canned replies with placeholders such as the client's first name. Coming
• More sorting (oldest, priority, soonest due) and a priority filter. Coming

Replies, notes and the thread

Each ticket reads top to bottom, oldest first, with one writing box that switches between a reply and a private note.

• Reply or private note. In note mode the whole box turns gray and the button says Add note. Notes show as gray cards with a lock and never reach the client, by email or in the portal.
• Mentions: type @ in a note to bring a teammate in. They see it under their bell, and by email if they asked for that.
• Choose what happens after you send: Waiting on client (the usual choice), Open or Resolved.
• Nothing typed is lost. Unsent words are kept on your computer per ticket while you work, and cleared when you send or sign out.
• Email shown as the sender made it, inside a frame that cannot run anything. Pictures from the internet stay hidden until you press Show pictures, and long quoted history is folded away.
• Small gray lines record every change of status, owner, priority and tags, with who and when.
• Attach files to a reply from the desk. Coming

Nothing gets lost

ReeveDesk is built around one rule: every request is tracked to the end, and nothing closes quietly.

• A client reply brings a ticket back. Waiting on client, Snoozed and Resolved tickets return to Open.
• Resolved, then Closed. A resolved ticket closes by itself after 7 days without a reply (you can change the number of days).
• A reply to a closed ticket opens a new ticket linked to the old one, so nothing is answered in a dead thread.
• A response clock on every ticket: when your first answer is due, then your next one. It pauses while you wait on the client, and the list shows what is due soon and what is overdue.
• An automatic "we got your request" email is there if you want it. It is off unless you turn it on.

Email with Microsoft 365

Connect the mailbox your clients already write to, for example support@yourcompany.com. How connecting works.

• Connected through Microsoft's own approval, never with a mailbox password.
• Locked mode (recommended): Exchange Online limits ReeveDesk to the support mailbox and nothing else in your organization. Easy mode, a single approval, is there for companies that cannot set up the lock.
• Proof the mailbox is yours: one email from the mailbox with a short code in the subject, the first time only.
• New mail within seconds, with a check of the mailbox every few minutes as a safety net.
• Start from now or bring in older mail, up to the last 30 days, when you connect.
• Replies from your support address in the same email thread, with the ticket number in the subject, your signature, and a copy in the mailbox's Sent Items.
• Replies join the right ticket. ReeveDesk matches the email's own reply information first, then the ticket number in the subject, and the number only counts when the sender belongs to that ticket's company.
• Mail stays in your mailbox, marked with a ReeveDesk category. ReeveDesk never moves or deletes it.
• No reply loops. Out-of-office replies, read receipts, bounces and mailing lists never get an automatic answer, and a sudden flood from one sender is gathered into one ticket.
• Nothing lost when Microsoft stops letting ReeveDesk in. Replies wait in a queue and go out once the mailbox is reconnected, and a bounced reply shows on its ticket.
• Google Workspace, and other providers through IMAP and SMTP. Coming

Client portal

A simple web page where your clients see every request they sent you, read your answers and open new ones, on a computer or a phone.

• No passwords. Clients sign in with a one-time link sent by email.
• Open, Done and All, each request with its number and a status in plain words: Received, In progress, Waiting on you, Resolved or Closed.
• Their own requests or the whole company's, set per company and per contact.
• New requests with a title, a topic, a description and up to 10 files.
• Reply in the portal or by email. Both land on the same ticket.
• Only the conversation. Private notes, suggested replies, internal changes, priorities and assignees never show, and no client ever sees another company's requests.

Phones with GetLibre PBX

Built in ReeveDesk for companies whose phones run on GetLibre PBX. It switches on with the next GetLibre PBX update. More about the phone connection.

• A browser phone in the desk, the same phone as the GetLibre portal's.
• Click to call from a ticket, a contact or a company. Without the browser phone, your own phone rings first.
• Who is calling: the caller's company and open tickets on screen when your extension rings, and a new ticket from the call in one click.
• Calls, voicemails and texts on the contact, the company and the ticket, with GetLibre's call summary and the recording.
• Voicemails and texts from clients open a ticket or join the caller's open one, as you choose.
• Text a client from a ticket, from your company's texting number.

AI assistant

Connect an AI assistant such as Claude with its own limited key. What it can and cannot do.

• Reads tickets and contacts, and adds private notes such as a summary of a long thread.
• Suggests replies. A suggested reply shows with a dashed outline and two buttons: Use this reply (it lands in the writing box for a person to edit and send) or Discard.
• Suggests tags or a priority with a reason. Nothing changes until a person presses Apply.
• Cannot send, call or text, change a status, assign a ticket or touch settings. The server refuses it every time.
• Labeled with its name in the thread and the audit log, with a key that expires and can be revoked at any time.

Team, sign-in and settings

• Admins and agents. Admins handle settings, members and the audit log. Agents work tickets, companies and contacts.
• Teams such as Billing or Phones, with a default team for new tickets.
• Invite links that work once. Turning a member off signs them out at once and stops the access keys they made.
• Sign in with Microsoft, and an option to require it for every member.
• Password plus an authenticator app code for everyone else, on by default.
• Account lock after 5 wrong tries for 15 minutes, sign-out after an hour without activity, and a fresh sign-in every 12 hours. Admins can change all of these.
• Client companies with their email domains, so a new person writing from a known domain lands in the right company. Contacts can have more than one address.
• Desk settings for the rules above: reopening, closing after resolved, the status after a reply and the default team.

Notifications and the daily digest

• A bell in the desk with what you have not read: a new request, a request assigned to you, a mention, a client reply on your ticket, a response coming due or overdue, and a suggested reply waiting for review.
• Your own switches for each kind, in the desk and by email. Nobody is notified about their own action.
• A daily digest email at 7:00 AM Eastern by default: what is late, what is waiting on you, what came in, suggested replies to review, clients gone quiet, what was resolved, and whether the mailbox is healthy. The time, time zone and recipients are settings.

API and webhooks

The same API the ReeveDesk screens use, described in a standard OpenAPI file. See an example request.

• Applications and access keys. Each piece of software gets its own key with explicit permissions, shown once, stored only in scrambled form, with an expiry of up to a year and a last-used date.
• Open requests from your software with the person, the subject, the message and context such as the page and version. An idempotency key makes a retry safe.
• Alerts from your systems stay internal: a repeat adds to the open alert ticket, and your system closes it when the problem is over.
• Signed webhooks for new tickets, status changes, client replies, team replies and merges. Each one is signed, retried for about three days, logged, and sent only to hosts you allow.

Audit log

• Every change on the desk, with who made it (a person, the assistant, a client, an application or ReeveDesk itself), when, from which address, and each changed field before and after.
• Every settings save lists each field that changed. Passwords and other secrets show only as "changed".
• Cannot be edited or deleted. Each entry is sealed to the one before it, and Check the chain re-checks the whole log.