Email becomes a ticket
Each new email to your support mailbox becomes a numbered ticket with a status, an owner and a response clock. Replies in the same email thread stay on the same ticket.
Early access: sign-up is open
Support made simple.
ReeveDesk is a help desk for small service businesses and IT providers. Email sent to your support mailbox becomes a numbered ticket in one shared inbox, your team answers from that same address, and clients follow their requests in a portal. Every request is tracked until it is done.
One inbox
for email, portal requests and requests from your own software
Your address
replies go out from your own support mailbox, so clients answer the way they always do
To the end
a ticket closes only after it was resolved, and a client reply always brings it back
Every request in one place, until it is done.
ReeveDesk started as NorthReeve's own support desk for the companies that use ServiceAven and GetLibre PBX. The goal is simple: a request should never get lost between inboxes, phones and sticky notes.
One shared inbox
Your team works one list: Mine, Unassigned and All, plus Waiting on client, Snoozed and Overdue. Assign, tag, snooze or change status for several tickets at once.
Replies from your address
Answers go out from the support mailbox, in the same email thread, with the ticket number in the subject. A copy lands in the mailbox's Sent Items, like mail sent from Outlook.
Private notes and mentions
Notes for your team sit in the thread on a gray card with a lock and never reach the client. Type @ in a note to bring a teammate in.
A clock you can see
Each ticket shows when your first and next answer are due. The clock pauses while you wait on the client, and the list flags what is due soon and what is overdue.
A morning digest
One email each morning with what came in, what is late, what has waited longest and what is waiting on you, plus a bell in the desk for what needs you now.
Made for Microsoft 365.
ReeveDesk connects to your support mailbox through Microsoft's own approval, and your team can sign in with the same Microsoft work accounts they use for Outlook and Teams.
Your support mailbox
- No mailbox password is ever typed into ReeveDesk or kept by it.
- Locked to one mailbox. In the recommended locked mode, Exchange Online itself limits ReeveDesk to your support mailbox and nothing else in your organization.
- The part that reads cannot send. ReeveDesk's mail reader has no permission to send mail at all.
- Mail stays where it is. ReeveDesk marks what it picked up with a ReeveDesk category and never moves or deletes anything.
Sign in with Microsoft
Members press Sign in with Microsoft and Microsoft checks who they are, with its own multifactor prompt and sign-in rules. Only people already on your desk can get in, and an admin can make Microsoft sign-in required for everyone.
Members who do not use Microsoft sign in with a password plus a code from an authenticator app.
Coming
Phone calls on the ticket, with GetLibre PBX.
For companies whose phones run on GetLibre PBX, NorthReeve's hosted business phone system, ReeveDesk brings calls, voicemail and texts into the same place as email. It is built in ReeveDesk and switches on with the next GetLibre PBX update.
- A browser phone in the desk, the same phone as the GetLibre portal's.
- Click to call a contact from a ticket, a contact or a company.
- Who is calling: when your extension rings, the caller's company and open tickets show on screen, with one click to open a new ticket from the call.
- Voicemails and texts become tickets, or join the caller's open ticket, with the voicemail transcript.
- Any phone system works for everything else: ReeveDesk does not require GetLibre PBX.
A portal where clients see their requests.
Clients should not have to email you to ask where things stand. ReeveDesk includes a simple portal for them, built on the same tickets your team works.
- Sign in with a one-time link sent by email. No password to remember or reset.
- Open and done requests, each with its number and a status in plain words: Received, In progress, Waiting on you, Resolved or Closed.
- Reply in the portal or by email. Both land on the same ticket.
- Start a new request with a title, a topic, a description and files.
Only what a client should see
The portal shows the conversation with your team and nothing else: never private notes, suggested replies, priorities or who on your team has the ticket. Each contact sees their own requests, and you can let a contact see every request from their company.
An assistant that drafts. A person sends.
Let an AI assistant such as Claude do the first pass: read a new request, sum it up in a private note and suggest a reply. Someone on your team reads it, changes what needs changing and presses Send.
Read, note and suggest
The assistant gets its own access key with four permissions at most: read tickets, read contacts, add private notes and save suggested replies. It can also suggest tags or a priority, which change nothing until a person presses Apply.
It can never send
No email, no call, no text, no status change. No access key of any kind can hold a permission to send, and the server checks for a signed-in person every time something goes to a client.
Always labeled
Everything the assistant writes is marked with its name, for example "Claude (triage)", in the thread and in the audit log. Revoke its key at any time and it loses access at once.
Security and privacy in plain words.
ReeveDesk follows the same rules as NorthReeve's other products. A help desk holds your clients' problems, contact details and files, so it is built to protect them.
Your data kept apart
Each help desk's data is separated by the database itself, not only by the screens, and automated tests try to cross that line on every change.
Strong sign-in
Your team signs in with Microsoft, or with a password plus an authenticator app code. Clients use one-time email links, so there are no client passwords to leak.
Every change recorded
Who changed what and when, with the value before and after, in an audit log nobody can edit. Each entry is sealed to the one before it, and the desk can check the whole chain.
Safer email
Email is cleaned and shown in a frame that cannot run anything. Pictures from the internet, often used for tracking, stay hidden until you choose to show them.
Nightly encrypted backups
The desk is backed up every night. Each backup is encrypted before it leaves the server and is kept off-site.
We do not sell your data
NorthReeve does not sell personal information. Our Privacy Policy and Data Processing Addendum apply.
An API for your own software.
The ReeveDesk screens use the same API your own software can use. Open a ticket from your app with the person, the subject and context such as the page and version, and get replies and status changes back through signed webhooks.
- Access keys with explicit permissions, shown once, stored only in scrambled form, with an expiry and a last-used date.
- Safe to retry. An idempotency key means a request sent twice opens one ticket.
- Signed webhooks for new tickets, status changes, client replies and team replies. Private notes and suggested replies are never in a webhook.
Built for small teams that answer clients.
Service businesses
Field service companies, trades and other small businesses where a few people share one support address and need to see who is handling what.
IT providers
Managed service providers and IT consultants who support many client companies, each with their own people and email domains, and want every client's requests in one queue.
Get early access.
NorthReeve is moving its own client support onto ReeveDesk first. Companies on the early access list are invited after that. Signing up is free and does not commit you to anything.
Questions.
Can I use ReeveDesk today?+
Not yet as a customer. The first version is built, and NorthReeve is moving its own client support onto it first. Companies on the early access list are invited after that.
What will it cost?+
Prices are not set yet. Signing up for early access is free and does not commit you to anything.
Which email providers does it work with?+
Microsoft 365. Google Workspace, and other providers through IMAP and SMTP, are coming later.
Can my team sign in with Microsoft?+
Yes. Members can sign in with their Microsoft work account, and an admin can make that required. Anyone else signs in with a password plus a code from an authenticator app.
Do I need GetLibre PBX?+
No. ReeveDesk works alongside any phone system. The phone connection is for companies whose phones run on GetLibre PBX, and it switches on with the next GetLibre PBX update.
Will the AI assistant send emails to my clients?+
No. An assistant can read tickets, add private notes and save suggested replies. Only a signed-in person on your team can send, and the server enforces that.
Who makes ReeveDesk?+
NorthReeve Software LLC, the company behind ServiceAven and GetLibre PBX.
Questions about ReeveDesk?
Tell us how your support works today: the mailbox you use, how many people answer it and what tends to get lost.
Email sales@northreeve.com Contact NorthReeve