One desk for every conversation.
MerlinDesk collects email, chat, voice, messaging and web forms into a single queue, answers the repeat questions from your knowledge base, and keeps the whole history on one customer record — with the IT service desk, the reporting and the customer portal in the same system rather than three.
Multi-tenant, self-hostable, every channel in the same queue.
Agent app
The queue your team works in: tickets, chat, calls, customers, knowledge base, reports and every setup screen.
app.merlindesk.comCustomer portal
Where your customers raise a request, follow its progress, read articles and ask the community.
portal.merlindesk.comOperator console
The provider's own console: workspaces, plans, licences, abuse, data residency and platform health.
ops.merlindesk.comWhat's inside
Six working areas, each one a set of screens in the agent app rather than a separate product you integrate.
Everyday work
- Ticket queue with views, bulk actions and merges
- Email, chat, voice calls and messaging in one thread
- Customer and organisation records with full history
- Internal notes, mentions and a team feed
- Collision detection, macros and canned replies
Self-service
- Multi-language knowledge base with review workflow
- Branded help centre on your own domain
- Community questions and answers
- Satisfaction surveys and a feature-request wishlist
- Embeddable chat and help widget
IT service desk
- Incidents with severity, timeline and post-mortems
- On-call schedules and escalation policies
- Change management with approvals
- Asset inventory and stockrooms
- Service catalogue and request fulfilment
Insight
- Reports on volume, first response, resolution and SLA
- Custom dashboards and scheduled exports
- Workforce planning: forecasts, shifts, adherence
- Quality review and agent scorecards
- AI summaries, topic clustering and draft replies
Automation
- Rules, triggers and scheduled jobs
- Routing by skill, load, language and business hours
- SLA plans with pause, breach and escalation
- Playbooks and multi-step journeys
- Dynamic forms and custom fields per workspace
Build on it
- REST API, webhooks and signed events
- App framework with sidebar and page extensions
- Integration marketplace and OAuth connectors
- Configuration sandboxes: compare, dry-run, deploy
- Import from your current help desk
Built to be run by someone
MerlinDesk is one deployable system, not a cluster of services you assemble. Every workspace's rows are separated in the database itself, so a bug in a query cannot leak another tenant's data.
- API
- NestJS on Fastify, modules discovered at boot
- Apps
- Next.js, server-rendered, each on its own origin
- Database
- PostgreSQL, a schema per module, row-level security per tenant
- Queues
- Redis-backed jobs with an outbox relay
- Realtime
- WebSockets for live queues, chat and presence
- Tenancy
- Workspace resolved from the host, enforced in the database
Self-host or hosted
The same build runs on your own server or on ours. Storage, mail, telephony, payments and AI each sit behind a driver: point one at your own provider, or leave it on the local stub while you evaluate.
Data residency is a setting, not a migration: a workspace can be pinned to a region, and with enforcement switched on the platform turns away a request that reaches the wrong one.
This is a preview deployment. The three apps above are the real build, running on a single server with every outside provider — mail, SMS, telephony, payments, AI — switched to a local stub, so nothing is sent to a real customer and no card is ever charged. Sign-in is by invitation while it is in review. Ask for an account rather than expecting self-service sign-up.