Nucleo Desk: support ticketing between customer service and operations

Desk is live: a new module that connects the people answering your customers with the teams who fix things. Internal tickets carry priorities, statuses, assignments, markets and tags, with per-priority SLA targets, breach flags and automatic reminders on stale work.

Customer service gets an inbox over your helpdesk (Gorgias today, Zendesk next): conversations arrive with quoted history cleaned away and order context attached, replies go out channel-aware, and one click escalates a case to an internal ticket — attachments, context and an AI summary included.

Every company runs its own isolated desk on a dedicated database, and notifications reach people where they are: the in-app bell plus email in each user's language, with personal preferences and @mentions.