MimiDesk

For teams · Customer support

Support that owns every conversation

The shared support inbox is the whole team's working day: assignment, snooze, tags, and response goals that run only while you are open.

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A day on the desk for customer support — stylised illustration.

The problem

A shared mailbox where nobody knows who replied

Support runs out of one mailbox that five people read and nobody owns. Two people answer the same customer, another message sits unread since Friday, and the only way to know what was said is to scroll. The team is busy all day and still cannot say what is late.

How it works

How customer support works in MimiDesk.

  1. 1

    Triage the morning queue

    Overnight mail arrives in the shared inbox. Assign it one at a time or in bulk, so every conversation carries a name before the first reply.

  2. 2

    Ask without forwarding

    Mention a colleague in an internal comment on the thread. They answer in context, and the customer never sees the discussion.

  3. 3

    Watch the clock that matters

    First reply, next reply and resolution targets count only your business hours. Anything past its target appears in the Late view once an admin attaches a policy.

  4. 4

    Hand over with a summary

    Before a conversation changes hands, ask Mimi what the customer wants, what has been done and what they are waiting for.

  • One owner, visibly

    Every conversation has a name on it. Assignment, notes and mentions keep the discussion inside the thread, never in a forward.

  • Goals on your hours

    Response goals run on your business hours and holidays, so a Friday-evening message does not breach over the weekend.

  • Handover without re-reading

    When a thread changes hands, Mimi catches the next person up: what happened, why it matters, what needs doing.

Questions

MimiDesk for customer support: common questions.

What is the difference between a shared inbox and a help desk?

A help desk usually turns each email into a numbered record in a separate system. MimiDesk keeps the email as a conversation, connected to your Microsoft 365 shared mailbox, and adds ownership, notes, tags and response targets around it. Customers keep writing to the address they already know.

Can we measure response times without counting nights and weekends?

Yes. Response targets for first reply, next reply and resolution run on the business hours and holidays you set. Breaches are recorded, and reports show workload and resolution by inbox and person.

Which channels can a support team use today?

Microsoft 365 email is available today, including shared mailboxes with admin consent. Google Workspace, IMAP and forwarding, WhatsApp, Telegram, SMS and live chat are coming soon, and will join the same conversation history when they arrive.

Does Mimi answer customers on her own?

Not today. Mimi summarises conversations and drafts replies when an agent asks, and the agent inserts, edits and sends. Resolving routine questions is on the way, and will work within the permissions your workspace sets, with every action recorded in the audit log.

Other teams

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