Organizations may or may not use helpdesk for customer service. Those organizations having multiple brands and using a helpdesk, often end up adding a brand as a department.

In a business scenario, customers are different for each brand. For eg: The automatic notifications they receive, the profile of the customers, the SLA or workflow defined, etc. Each brand can use different systems to manage its customer data like CRM.

Spiraldesk manages customer communication in one single platform and organizes the third-party integration at the Brand level. With no helpdesk, the employees directly access the support emails and keep a copy on each email sent out to the customers.

The challenges they have includes unstructured support handling, Long resolution times, Keeping track of Agent performance and tasks,  process definitions, etc. Spiraldesk is a helpdesk for organizations, irrespective of the size, to help define customer service and communication process.

The product is best suited for customer service departments and for departments within the organization such as HR, IT, purchase, etc.