Service Desk
Unify Customer Support Across SMS, Email & WhatsApp
Unify Customer Support Across SMS, Email & WhatsApp
Bring every customer conversation into one desk with MobiWave. Unify support across SMS, email and WhatsApp, route tickets, automate replies and track response times from a single Kenyan platform — with 24/7 local support and native bundling of your messaging and M-Pesa channels.
Get StartedKey Features
Practical capabilities built for delivery, control, and measurable growth.
Unified inbox across SMS, email and WhatsApp
Ticket creation and assignment
Smart routing and agent queues
Canned responses and macros
SLA and response-time tracking
Automated replies and bots
Conversation history and context
CSAT and agent performance reports
Webhook and CRM integrations
Bundled with bulk SMS, USSD and M-Pesa
Why Choose Our Service Desk Service?
- One place for every customer conversation
- Faster first response with routing and macros
- Consistent SLA and quality across channels
- Full context and history per customer
- Measure and improve agent performance
- 24/7 local Nairobi support via phone and WhatsApp
Get Started Today
Ready to transform your business communication? Contact us today to learn more about our Service Desk service.
Use Cases
See how businesses like yours are using our Service Desk service.
Multi-channel support
Handle SMS, email and WhatsApp threads in one agent console.
Ticket routing
Auto-assign incoming queries to the right team or agent.
Order & delivery help
Resolve order, delivery and payment questions with full context.
Escalations
Escalate SLA-breaching conversations with alerts.
Self-service + bot
Automate common answers, hand off to humans when needed.
Field service coordination
Coordinate technicians and customers from one desk.
SACCO & banking queries
Manage member and customer queries with compliant history.
Government & NGO help lines
Run citizen and beneficiary support across channels.
How Service Desk works in Kenya
From registration to live delivery, here is what working with MobiWave looks like.
Connect your channels
Link SMS (sender ID), email and WhatsApp Business API to MobiWave. Inbound messages from all three land in one unified inbox.
Configure routing
Set up teams, agent queues and rules so each conversation is assigned by channel, topic or SLA priority.
Create tickets
Every conversation becomes a trackable ticket with history, context and SLA timers — no message lost between channels.
Respond with context
Agents reply using canned responses, macros and the full customer timeline, across SMS, email or WhatsApp.
Automate & measure
Deploy bots for common questions, then track CSAT, response times and agent performance in reports.
Integrate & bundle
Pipe tickets into your CRM via webhook and bundle the desk with bulk SMS, USSD and M-Pesa on one MobiWave account.
MobiWave vs other providers in Kenya
A side-by-side look at how MobiWave compares on the things that matter for Kenyan organisations.
| Capability | MobiWave | Zendesk | Freshdesk | Help Scout |
|---|---|---|---|---|
| SMS + Email + WhatsApp inbox | Native, unified | Add-ons | Add-ons | Add-ons |
| Native M-Pesa / USSD bundle | One account | No | No | No |
| SLA & CSAT reporting | Yes | Yes (paid tiers) | Yes | Yes |
| Local KES billing & support | Yes, 24/7 | USD, no local team | USD, no local team | USD, no local team |
MobiWave unifies SMS, email and WhatsApp with native bundling to your MobiWave messaging and M-Pesa channels, plus 24/7 local Kenyan support. Global help desks are strong but lack local channel and payment bundling.
Pricing
Choose the plan that best fits your business needs.
Team
- Unified SMS/Email/WhatsApp inbox
- Tickets + routing
- Canned responses
- Standard support
Pro
- Everything in Team
- SLA & CSAT reporting
- Automation & bots
- Webhook / CRM integration
- 24/7 support
Enterprise
- High-volume teams
- Custom SLAs
- Multi-branch routing
- Dedicated account manager
Service Desk questions, answered.
The practical questions Kenyan organisations ask about service desk, with straight answers and KES pricing where it applies.
Still have a question? Talk to us →MobiWave bills the service desk on a per-agent or usage basis depending on volume, with no setup fees. Because it is billed locally in KES and bundles your existing SMS, WhatsApp and M-Pesa channels, it is often simpler than a global help desk — contact us for current rates.
Get in touch with our team today to discuss how MobiWave can help your business communicate more effectively.