Focus Desk - 2025 Pricing, Features, Reviews & Alternatives

Focus Desk is a cloud-based issue ticketing and service desk solution from Focus Telecom which allows users to manage customer issues through a range of communication channels. Contact through web forms, chat, SMS, email, and phone is supported, and users can switch channels at any time while maintaining consistent communication with the client.

Focus Desk allows administrators to control and configure consultants’ working hours, message templates for auto-responders, service level agreement (SLA) levels, and inquiry types, statuses, and priorities. All inquiries are automatically registered, including orders, complaints, and resignations, and can be grouped based on the client and issue involved. Inquiries are allocated to individual consultants, and processing deadlines are set, with customizable alerts to remind users of upcoming inquiry processing deadlines.

Focus Desk gives managers insight into the productivity of their consultants, with real time information on how long each inquiry took to resolve, and how long each consultant worked on each individual inquiry. Overdue inquiries and those which are currently being worked on are identified through color-coding. Consultants can also view a list of ongoing inquiries alongside their current statuses, to facilitate their work planning.