⚙️ Everything in one place

Everything a professional help desk
needs to have.

38 features built for operations that want to deliver serious support: from logging the ticket to delivering the Technical Assistance Report, through SLAs, automation and more than 200 reports.

38native features
200+management reports
8opening channels
21yearsof development
📨Multichannel 🎫Ticket management ⚡Automation and workflow ⏱️SLA and prioritization 🧭Advanced ITSM 📚Knowledge and self-service 📊Reports and analytics 🎨Customization and identity 🔌Integrations and access 🏆Premium Pack
📨 Multichannel

Ticket opening where the customer already is.

Eight native channels for users to log a request. No training, no change of habit.

Opening tickets by e-mail
Turn incoming e-mails into tickets automatically, with categorization rules.
PROPremium
Milldesk Fast Ticket
Desktop application for opening tickets quickly without a full login.
PROPremium
Multiple mailboxes
Several inbound addresses (support@, sales@, billing@) routing to separate queues.
Premium
Requester panel
A portal of their own where users track status, reopen tickets and see history.
PROPremium
Interactive chat in the portal
Chat support straight from the customer portal. The conversation becomes a ticket.
PROPremium
Open REST API
Programmatic ticket opening through the API. Ideal for integrating with ERP, monitoring and internal systems.
PROPremium
Mobile app
iOS and Android app for users to open and follow tickets from anywhere, with digital signature on the Technical Assistance Report.
PROPremium
Embeddable HTML form
Paste the form into any site or intranet. Submissions become tickets automatically.
PROPremium
🎫 Ticket management

Full control of the life cycle.

From opening to closure, with history, links, hours spent and the Technical Assistance Report filled in automatically.

Request management
The core of the system: receive, categorize, assign, resolve and close requests under SLA.
PROPremium
Service request management
For when the opening is not yet an approved request but a service request (REQ) that has to go through an approval flow before becoming work.
PROPremium
Parent and child linking
Groups tickets tied to the same root problem and avoids rework.
PROPremium
Service history
A complete timeline: who did what, when and why.
PROPremium
Scheduling
Schedule future work (preventive maintenance, on-site visits).
PROPremium
Communications with the user
Talk asynchronously with the requester inside the ticket itself. Ask for extra information, clear up questions and round out the work without losing the history.
PROPremium
Automatic Technical Assistance Report
Technical Assistance Report generated automatically. Ready for signature.
PROPremium
Customizable privileges
Granular permissions per profile: what each agent sees, edits and exports.
PROPremium
Contract management
Customer and supplier contracts under a single base. Tie SLAs, validity periods, service scope and automatic renewals to the service history.
PROPremium
⚡ Automation and workflow

Automate what repeats.

Visual workflow to design approval, escalation and routing flows with no code. Ready-made templates to start in minutes.

Visual workflow
Visual editor to build approval and routing flows.
Premium
Multi-level approvals
Approval paths with multiple hierarchical levels.
Premium
E-mail templates
Ready-made templates with dynamic variables: opening, communications and closure.
PROPremium
Internal communications
Agents exchange context, analysis and decisions inside the ticket. Visible to the team only, outside the requester's timeline.
PROPremium
⏱️ SLA and satisfaction

SLA monitored in real time.

Set deadlines by category, priority or customer. Get alerts before the SLA is breached and compliance reports per team.

SLA control
Deadlines by type, priority and customer. Configurable alerts before the SLA is breached.
PROPremium
Satisfaction survey
NPS sent automatically after closure. Reports by period.
PROPremium
SLA per support team
Different SLAs per team, shift or queue. Essential for 24/7 on-call operations, rotating shifts or regional teams on different hours.
PROPremium
🧭 Advanced ITSM

ITIL in practice, without the complication.

Enterprise service desk features certified by PeopleCert to run on ITIL governance and mature processes.

6 ITIL® practices certified by PeopleCert Bronze category · Accredited Tool Vendor
01
Incident Management
02
Monitoring & Event Management
03
Problem Management
04
Service Catalogue Management
05
Service Level Management
06
Service Request Management
📚 Knowledge and self-service

Users solve it themselves. You focus on what matters.

Knowledge base, service catalog and Shared Services Center cut the volume of repetitive tickets and build up the team.

Knowledge base
Articles tied to categories with automatic suggestions while the agent works. The base can also be published externally, letting customers and visitors look up solutions directly without opening a ticket.
PROPremium
Multi-department Shared Services Center
A single portal for IT, HR, Facilities, Finance and other areas. Each department with its own flow, SLAs and forms, on a single base with centralized governance. Automatic routing by category and granular permissions per team.
Premium
Service catalog
A visual catalog of the services you offer, with custom opening forms per service; in a few clicks a ticket can be opened and escalated to the right team. Integrated with Workflow.
PROPremium
Custom forms
Create custom fields per ticket type: service request, incident, change.
Premium
📊 Reports and analytics

More than 200 management reports.

Data-driven decisions, with advanced reports and multiple search filters. Export to CSV/PDF.

200+ management reports
Dashboards and management reports: SLA, productivity, satisfaction, top categories.
PROPremium
Reports through the API
Build custom reports pulling data straight from the REST API. Integrate with your BI, assemble dashboards in Power BI, Looker or Metabase and export to any internal system.
PROPremium
Viewer login
Read-only access for managers to follow KPIs.
Premium
🎨 Customization and identity

Your company's face, not ours.

White-label: logo, palette, background. Milldesk reinforcing your brand's visual identity.

Visual identity
Logo, background and main colors adjustable to reflect your brand.
PROPremium
Custom URL (white-label)
Use your own domain for redirection: support.yourcompany.com redirects to Milldesk.
PROPremium
🔌 Integrations and access

Connects to everything your IT already uses.

Open REST API, SSO through Azure/Active Directory, WhatsApp and e-mail integrations. Access from anywhere.

Mobile access
App for Android and iOS. Agents work their tickets any time, anywhere.
PROPremium
REST API
Open documentation at apidocv1.milldesk.com. Integrate with any ERP/CRM.
PROPremium
Single sign-on (SSO)
Single sign-on through AD/LDAP, Azure/Entra ID and Google. Automatic user synchronization with LDAP.
PROPremium
Chat
Chat for customer↔agent and agent↔agent, with automatic hand-off into a ticket.
PremiumExtra module
Remote access
Remote access to the user's workstation for diagnosis and support. Cuts resolution time with no travel.
PremiumExtra module
Inventory Agent
Automatic collection of the hardware and software installed on workstations. IT asset inventory tied to the ticket.
PROPremiumExtra module
⭐ Premium plan exclusive

Premium Pack: you out front,
always.

Exclusive benefits for Premium plan customers. Early access to everything new, priority support and real weight on the product roadmap.

01
Early access to new releases You are the first to use new features, ahead of every other plan.
02
Priority support Your question or request goes to the front of the technical queue.
03
Greater weight for your suggestions Your feedback carries real weight on the Milldesk roadmap.
📋 Full comparison

All 38 features side by side

The full view of what each plan includes. No fine print.

Feature
PRO
Premium
Ticket opening
Opening tickets by e-mail
Importing tickets from WhatsApp
Milldesk Fast Ticket
Multiple mailboxes for opening by e-mail
—
Access panel for users/requesters
Custom forms for opening
—
Ticket management
Request management (tickets)
Parent and child request linking
Service history
Ticket scheduling
Communications with the user (asynchronous)
Technical Assistance Report
Custom access privileges for agents
Contract management (customers and suppliers)
Automation and workflow
Process / approval flow (Workflow)
—
Customizable e-mail templates
Internal and external communications
SLA and satisfaction
SLA control
Custom satisfaction survey
SLA per support team
Advanced ITSM
Problem / change management
Asset management
Contract management
Knowledge and self-service
Knowledge base
Shared Services Center
—
Catalog of services
Reports and analysis
More than 200 management reports
Reports through the API
Viewer login (dashboard)
—
Customization
Your company's visual identity (logo / background)
URL redirection (yourdomain.com)
Integrations and access
Mobile app
Integration API
Active Directory (AD) integration
Chat
—
Remote access
—
Inventory Agent (hardware and software)**
—
—
Exclusive benefits
PREMIUM PACK*
—
* Premium Pack includes early access to new releases, priority support and greater weight for your improvement suggestions.
** Module purchased separately: the Inventory Agent is optional and billed separately.
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