From the first email to done.
How a support request moves through ReeveDesk, step by step, and what getting your own desk set up looks like.
The life of a request.
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A request comes in
A client emails your support address, opens a request in the portal, or your own software sends one through the API. For GetLibre PBX customers, a voicemail or a text from a client can start a ticket too Coming.
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ReeveDesk files it
The request becomes a numbered ticket. ReeveDesk finds the person by their email address and the client company by its email domain, and adds a new person to the right company. A reply to an earlier email joins its ticket instead of starting a new one. Out-of-office replies, bounces and mailing lists are recognized and never answered.
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Your team picks it up
The ticket shows under Unassigned and the right people are notified. Someone takes it, adds private notes, mentions a teammate who knows the answer, or starts from a reply the AI assistant suggested.
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You answer from your own address
A person presses Send. The reply goes out from your support mailbox in the same email thread, with the ticket number in the subject, and a copy lands in Sent Items. The ticket moves to Waiting on client and the response clock pauses.
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The client follows along
The client answers by email as usual, or in the portal, and both land on the same ticket. In the portal they see where things stand without asking.
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It closes only when it is done
When the problem is fixed, someone marks the ticket Resolved. It closes by itself after 7 days without a reply. If the client writes again before then, the ticket comes back to Open; if they write after it closed, a new ticket opens, linked to the old one.
Each morning the daily digest lists anything late, anything waiting on you and anything new, so a request that stalls is seen the next day at the latest.
What your team sees, and what clients see.
Your team works with six statuses. Clients see the same ticket in plain words, and never see your private notes, suggested replies or internal changes.
| Your team sees | The client sees | What it means |
|---|---|---|
| New | Received | The request arrived and nobody has touched it yet. |
| Open | In progress | The ball is in your court. |
| Snoozed | In progress | Set aside until a time you pick, then back to Open. |
| Waiting on client | Waiting on you | You answered and asked something; the response clock pauses. |
| Resolved | Resolved | Done. A reply from the client brings it back. |
| Closed | Closed | Final. A new message opens a new, linked ticket. |
Getting set up.
When your company is invited from the early access list, NorthReeve sets up your desk with you. This is what that involves.
- NorthReeve creates your desk and your owner account, and helps you sign in the first time.
- Connect your Microsoft 365 support mailbox. In the recommended locked mode your Exchange administrator runs a short, guided setup (about fifteen minutes; Microsoft can take up to two hours to apply it). Then one email from the mailbox with a short code proves it is yours.
- Invite your team. Each person gets a one-time link, sets a password and adds an authenticator app, or signs in with Microsoft.
- Add your client companies with their email domains, or let the first emails create the contacts for you.
- Send clients the portal address, if you want them to use it. They sign in with a link sent to their email.
- Optional: connect GetLibre PBX Coming, give an AI assistant such as Claude its limited key, or connect your own software through the API.
Ready when you are.
Sign up for early access and we will contact you when it opens.
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