Why MimiDesk
Most customer service software was designed around the case number. MimiDesk is designed around the customer: one conversation, one history, and the records, the teamwork and the intelligence gathered around it.
Join the waitlistOne customer, two ways
A customer with a billing question writes on Monday and again on Tuesday. Here is what happens to them.
Ticket-first
Conversation-first, in MimiDesk
An illustrative week, not a customer case study.
Four reasons
A customer does not open a case; they write to you, then write again, sometimes to a different person. MimiDesk keeps all of it as one conversation per customer, with one owner and one history, however many people it passes through.
CRMs usually ask your team to stop working and type what just happened into a separate system. MimiDesk builds contacts and companies from the mail that actually arrives, and shows the customer's whole history beside every reply.
Mimi is not a separate window or a widget in the corner. She summarises long conversations and drafts replies in context today, and takes on more as your workspace allows it: always within the permissions your admins set, and always on the record.
Every person keeps their own business mailbox, private by default, and team leads see workload from metadata, never message bodies. Every plan is the whole suite, and you pay for the people who reply: viewers are free.
Side by side
| Aspect | Ticket-first | MimiDesk |
|---|---|---|
| The unit of work | A numbered case, often one per message | One conversation per customer, with its history |
| Customer records | Often a separate CRM, updated by hand | Built from real mail, beside every reply |
| Discussing a customer | Forwards, CCs and a separate chat tool | Notes, @mentions and side conversations inside it |
| Personal mailboxes | Usually outside the tool | Inside it, private by default |
| AI | Often a separate bot or add-on window | Inside the workflow, permissioned and audited |
| Who you pay for | Often everyone who needs to look | The people who reply; viewers are free |
Questions
A traditional help desk turns each customer message into a numbered case to be closed. MimiDesk keeps every exchange with a customer as one conversation with one history, and puts the CRM, team discussion, tasks and AI around that conversation instead of in separate tools.
A shared mailbox shows everyone the same messages, but not who owns each one, what was said internally, or what the customer's history is. MimiDesk adds ownership, internal notes, response targets, the customer record and reporting on top of your existing Microsoft 365 mailboxes.
For many teams, no. MimiDesk builds contacts and companies from the conversations you already have and includes a pipeline view. Teams with a large, specialised sales process may still keep one, and MimiDesk has a read-only API.
Any team whose work is customer conversations: support, sales, customer success, account management and operations, in companies from a few people to enterprises.
Every plan includes the whole suite. You pay for the people who reply to customers, viewers are free, and Mimi is an add-on on the Scale and Enterprise plans. There is a 21-day trial.
Join the waitlist. We'll write when it's your turn — nothing else.
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