A helpdesk made for MSPs, by an MSP
It cost us a fortune, offered more options than a dinner menu, and still could not do half of what we actually needed. So we built the one we wanted: email in, tracked ticket out, on the clock and on the customer’s record. It runs our own service desk every day.
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An ordinary email, to the address they already use. Nothing to install, nothing to learn.
A tracked ticket on your customer’s record, with the clock already running.
Why it exists
We built Desk to replace a helpdesk that cost us a fortune, offered more options than a dinner menu, and still couldn't do half of what we actually needed. It runs our own service desk every day, so every rough edge got found by us before it could be found by you.
A shared mailbox becomes a queue. Threading, history and attachments are handled; your customer just replies as they always have.
First-response and resolution targets run on your own working calendar, per priority, so "overdue" means overdue, not "it was the weekend".
Customers can sign in with a one-tap email link to see their own tickets, their organisation's tickets, and your published answers. Nobody is forced through it.
A knowledge base with internal and public articles, plus canned replies in the composer, so the fourth person to ask gets the same good answer as the first.
Incidents, requests, questions, problems and repairs. Assign, snooze, forward, or leave an internal note the customer never sees.
Run Arca CRM alongside and each ticket lands on that customer's record, beside their contracts, invoices, devices and site knowledge.
Who it's for
Any team with a book of customers and an inbox they're drowning in. Not one industry. Desk runs the same whether your queue is classrooms or clinics.
See it
Open tickets, what's overdue, who's waiting and where the pressure is by customer, before you've had your first coffee.
Dashboard: counts, pressure by customer, and what just moved. Click to enlarge.
Queue and thread: the customer's email, your reply, one conversation. Click to enlarge.
The Vault
Every MSP has seen it: the monitor ringed with passwords, the spreadsheet called logins-FINAL-v2.xlsx, the wifi key in a Teams chat. The Vault is where the credentials your business actually runs on finally live: domain admin logins, customers’ systems, router and firewall access, licence keys. All encrypted, findable, and next to the customer they belong to. (The wifi keys and gate codes come along too.)
Every secret is individually encrypted (AES-256) under a dedicated key. Reading one back is a single, audited event. There is no bulk-export path, by design.
Site runbooks, customer files and device estates sit beside the credentials, so the engineer on site has the firewall login and the runbook that explains why it’s set up that way.
The dedicated documentation tools charge a 10-person team around £230 every month, plus an onboarding fee. The Vault is £15 flat, and free for teams under 10.
Security
We run other organisations' IT for a living, so Desk is built to the standard we'd demand of a supplier ourselves.
Your data is held in the UK and stays there. It never trains anyone's model.
Microsoft 365, Google Workspace, or an emailed invite and a password if you have neither. Multi-factor throughout.
Every customer's data sits behind its own boundary, and access is checked on every request, not just at the door.
Pricing
Desk is priced by the size of your team, in simple bands. The band only sets the price, never what's inside. Every feature, whatever your size. Everyone at your company can sign in; there is nothing to count and nothing extra to pay when someone new starts. The prices are on this page and they are the prices: no sales call, no onboarding fee, no negotiation.
For any team living in a shared inbox
per company, not per person
For teams with passwords in a spreadsheet
free for teams under 10
Arca Intelligence is included, not sold. Drafted ticket replies, catch-me-up summaries and ask-your-own-data search are part of the price, never a line on the invoice. Prices are per company per month, exclusive of VAT. Pay annually and get two months free. Migration is included: we move your data for you, on a Friday evening, because we've done this exact move for ourselves.
Ten founding places
Founding customers keep their price for as long as they stay, and get our ear while Desk is still being shaped. We'd rather have ten customers we know by name than a hundred we don't.