Help desk software with voice and video calling built in.
Your customers call you from the chat widget on your own website. Your team answers in the browser, on the phone app, or on the phone on the counter. The whole conversation goes with the call.
From a question in chat to a face on screen, in one click.
Most help desks hand a customer a phone number or a third-party meeting link. NewDesk keeps the call where the conversation already is.
The customer presses Call
In the chat widget on your website, beside the assistant. They say in a line what it is about, choose voice or video, and the call opens in the browser. Nothing to install, no number to dial, no app to download.
Your team rings, wherever they are
The desk rings on whichever page a teammate has open, the mobile app rings in their pocket, and if you have given the desk a telephone number, the phone on the counter rings too. Whoever picks up first has the call.
Nobody free? They book a time instead
If no one answers within a minute, the widget offers your calendar: the hours your team actually keeps, minus what is taken, shown in the customer’s own time zone. They pick a slot, both sides get a reminder, and the call opens from the same widget when the time comes.
Everything a support call needs, and nothing to bolt on.
Voice, video, screen sharing, team calling, booking and the phone bridge are one feature of one help desk, not five subscriptions stitched together.
Their choice, every call
A customer who wants to be seen turns the camera on. One who is on a train does not. Either way it is the same call, in the same widget, on the same ticket.
Several agents on one call
Pull a colleague into a live call when the question is theirs. The customer stays where they are; the right person joins.
See what they see
The customer can share their screen from the widget, so a bug report or a checkout problem is shown rather than described.
The call sits on the ticket
What was asked in chat before the call, what the assistant tried, and the call itself are one record. The teammate who answers already knows what it is about.
Answer from your phone
The NewDesk app for Android rings like a phone call, with the customer’s name and what they need on screen. Answer on the move, in voice or video.
Ring the phone on the counter
Some businesses live on a handset, not a browser tab. Give the desk a number and every widget call rings it as an ordinary phone call, alongside the desk and the app.
The calendar takes the night shift
When your team is off, the widget does not ring an empty room. It offers the next open times, the assistant keeps answering questions, and the booking is on your desk in the morning.
A number for those who prefer it
Set a WhatsApp number and the widget offers it next to the call button, so a customer can take the conversation to their phone.
The call is one part of a help desk, not a separate product.
Before the call, the AI assistant has already answered what your own website answers, and offered the call only when a person is what the customer needs. After it, the ticket is in the same inbox as email and WhatsApp, with the call on its timeline.
- The assistant offers a call, or the calendar, when the conversation calls for a person.
- Inbound email, WhatsApp, chat and calls in one inbox, one contact record.
- Flat yearly licence: unlimited agents, unlimited conversations, calls included.
Questions teams ask before they switch on calls.
Short answers. The long ones are a call away.
No. Calls run in the browser, inside the chat widget on your website. The customer presses Call, allows the microphone or camera, and is talking to your team. There is no app, no plugin and no phone number to dial.
The call rings the desk, the mobile app and, if set up, your telephone for about a minute. If nobody picks up, the widget offers the customer your calendar with the next open times in their own time zone, and the booking lands on your desk.
Yes. Give the desk a telephone number and each incoming widget call rings it as a normal phone call, at the same time as the desk and the app. Whoever answers first takes the call and the others stop ringing.
Either. The customer chooses voice or video when they call, and can turn the camera on or off during the call. Your team can do the same.
Yes. A teammate on the call can invite a colleague into it, and the customer stays in the same call while the second agent joins.
No. NewDesk does not record voice or video calls, and there is no recording feature. What the desk keeps is who called, when, how long, and whether it was voice or video, on the customer’s ticket.
The customer picks a time from the hours your team keeps, shown in their own time zone. Both sides receive a reminder before it starts, and when the time comes the call opens from the same widget on your site; the desk shows it as an upcoming call until then.
No. Voice and video calls in the widget, team calling and screen sharing are included in every NewDesk licence. Ringing a telephone number uses a carrier, and where carrier charges apply they are shown before you switch that on.
Put a call button on your website this afternoon.
One tag on your site. The widget wears your colour, the assistant answers from your pages, and your team is one click away by voice or video.