Dredo
One screen for the whole conversation
Dredo stays small on purpose. It does the parts of a help desk you'll use, grouped the way a support day runs.
Receiving and triage
Everything customers send lands in one queue and becomes a ticket. Each ticket has a name on it and a status the team can see.
Shared inbox
One list for the whole team. Nobody works from a personal mailbox.
Two-way email
Mail to your support address opens a ticket. Your reply arrives as an ordinary email, and their answer continues the same thread.
Statuses, priorities and tags
Open, pending, resolved, closed, overdue. Classify at a glance and filter on anything.
Queues, saved views and search
Save a filter as a view so each person opens straight into their own work. Search reaches every ticket, customer and message.
Working as a team
Everyone knows who owns what, so two people don't answer the same customer by accident.
Teams, roles and permissions
Split the queue by team and control who can see and do what. Custom roles on Pro and Business.
Assignment and auto-assignment
Round-robin across available agents on a team, so no ticket sits unowned.
Internal notes and followers
Notes only your team reads, visibly separated from the customer reply. Anyone involved can follow the ticket.
Canned responses
Answer the usual questions in one keystroke, always in the same tone.
Your brand, your portal
The side customers see wears your brand. They never run into Dredo.
Branded customer portal
Your name and logo, your colours. Customers open requests here and follow where each one stands.
White label
On Pro and Business, every mention of Dredo comes off the portal and the emails.
Custom domain
Serve the portal from your own address instead of a dredo.net subdomain.
Private and domain-restricted sign-up
Decide who can register: anyone, only invited people, or only addresses on your domain.
Shaping it to your process
Dredo fits the way you already work. You won't have to rebuild your process around it.
Ticket types and custom fields
Ask for the order number, the plan, the device: whatever that kind of request always needs.
User groups
Group customers by company, contract or segment and treat each group on its own terms.
SLA targets
Set a response time per priority. Dredo watches the clock and flags what is slipping before the customer notices.
Notifications
In-app and by email, when something is assigned to you, answered or newly opened.
Automation and connections
The repetitive part of triage stops being a person's job.
Automations
Rules that route, tag, assign, escalate or close on their own. From 10 on Starter up to 500 on Business.
Webhooks
Push ticket events to your own systems the moment they happen.
API access
Create, read and update tickets from your product or your internal tools. Pro and Business.
Connected data sources
Bring customer context from elsewhere into the ticket, so agents stop switching tabs.
Seeing how it is going
Enough numbers to know how many people you need and where things slow down. You won't have to build a reporting project for it.
Reports
Volume, response and resolution times, load per agent, SLA compliance.
Analytics history
7 days on Free, 90 on Starter, a year on Pro, unlimited on Business.
Full audit trail
Every ticket keeps what happened, when and who did it.
Several workspaces, one account
Run one workspace per brand or client. Each has its own brand, team and plan, kept separate from the rest.
Being worked on next
Integrations with the tools you already use, and an audit log that records every action. Agents and customers can already work in several languages.