Helpdesk mode
Know which customer is writing, and what about.
A shared support mailbox knows senders, not customers. Helpdesk mode reads the sender’s email domain and puts the company on every conversation, adds a category per thread, and lets you filter the inbox by either. Switched on per mailbox, in a click, with nothing to import.
How it works
One switch per mailbox. The customers sort themselves.
Switch it on for a mailbox
Helpdesk mode is a setting per mailbox. Turn it on for support@, leave it off for info@. Nothing changes for the mailboxes you leave alone.
Customers appear by themselves
A new email from someone at northwind.com becomes a conversation with Northwind on it. Parly creates the company, pulls their logo from their website, and reuses it for everyone from that domain.
Triage with categories
Each thread gets a category from a list you define per mailbox. Claude reads the email and suggests the best fit; an agent applies it in a click, or picks another.
What it adds
Two things a shared mailbox never knew: who, and what about.
Company from the sender's domain
No lookup tables, no CRM to keep in sync. The domain says who the customer is, and every mailbox of yours shares the same company record.
Several domains, one company
A customer that writes from two domains is still one company. Point the extra domain at the record once and it stays that way.
Your own people stay out of it
Declare which domains are yours. A colleague writing in is never mistaken for a customer, even on a desk where staff and customers share a domain.
Categories per mailbox
A developer-facing desk and a shipping desk want different categories. Each mailbox has its own list; rename, reorder, add and remove as you like.
AI suggests, people decide
Claude proposes a category with a one-line reason, chosen from your list and never invented. Apply it or pick another; the agent's choice wins.
Filter the inbox by company or category
Two dropdowns above the list: everything from Acme, or every feature request across customers. The columns appear only on mailboxes with the mode on.
Who it is for
Teams that support other businesses. When your customers are companies, the question behind every email is “which account is this, and what kind of request is it?” Help desk suites answer it with a ticket form, a CRM sync and a per-seat price. Helpdesk mode answers it from the one thing every email already carries: the sender’s domain.
A logistics desk sees every thread from one shipper in a single filter. A software team splits development questions from feature requests without reading each one twice. A company with two support addresses keeps one list of customers across both.
And it stays a mailbox. No ticket numbers in subject lines, no portal for customers to log into, no workflow to learn. Turn the mode off and the inbox is exactly what it was.
Questions
- What happens to email from Gmail or Outlook addresses?
- A consumer domain says nothing about a company, so those conversations stay without one until an agent picks a company by hand. Parly never guesses.
- Does turning it on change my existing conversations?
- Conversations that already have a company keep it. From the moment the mode is on, new conversations get theirs on arrival; older ones without a company can be assigned one from the thread.
- Does this replace assignment, status and internal notes?
- No, it sits on top of them. Assignment, status, notes, @mentions, Slack and the audit trail work exactly as before. Helpdesk mode only adds who the customer is and what the thread is about.
- Can I use it together with Slack?
- Yes. The company and category are properties of the conversation, so they travel with it wherever you answer from.
- What does it cost?
- €20 per month per mailbox it is switched on for, on top of the mailbox itself. A support@ help desk on your own mailbox is €39 a month, unlimited teammates included. It is billed from the day you switch it on, and switching it off ends it at the next renewal.
A help desk without the help desk software.
Connect your support mailbox, switch on helpdesk mode for €20 a month on top, and watch your customers sort themselves into companies and categories.