PatchDesk
PatchDesk is a cloud product combining a customer support inbox with an engineering issue tracker.
What PatchDesk is
PatchDesk is a cloud product combining a customer support inbox with an engineering issue tracker. The shared inbox includes assignment, SLA timers, macros, internal notes, priorities, and ticket status. Its issue tracker supports status, priority, comments, followers, search, filters, and CSV import and export. Customers can submit tickets through a branded link without creating an account and receive updates by email. Teams can define response and resolution targets by priority, monitor countdowns, and receive breach alerts. Access controls include roles and multi-factor authentication through TOTP, email, or SMS, and API access is included. PatchDesk says databases are encrypted at rest, connections use TLS/SSL, passwords use bcrypt hashing, and row-level security separates organizations. The Everything you need plan costs $7 a month per active user, billed monthly, with unlimited tickets and bugs and all features. A 14-day trial is available, but there is no free plan. PatchDesk targets teams of roughly 3–30 people.
Good
- Shared inbox and issue tracker together
- Branded ticket submission without accounts
- SLA targets and breach alerts
- API and multi-factor authentication included
- Unlimited tickets and bugs on plan
Watch out
- No free plan
- No phone or live-chat support
- No sprint boards or Git-native workflow
- Paid per active user
Who it suits
It suits teams of roughly 3–30 people wanting customer ticketing and engineering issue tracking together. It also fits teams needing SLA controls, API access, and role-based security.
Verdict
PatchDesk unifies support work and engineering issues with customer portals, SLA controls, and API access. Teams should weigh its stated workflow limits and per-user pricing before adopting it.
Plans and prices
From PatchDesk's own pricing page, checked 7 Oct 2001.
| Plan | Price | What it gives you |
|---|---|---|
| Everything you need | $7 a month | Unlimited tickets and bugs · all features included · no feature gates · Monthly per active user |
The facts
Each one read from PatchDesk's own pages, with the date it was checked.
What it does
- Access controls
- The plan includes role-based access control and multi-factor authentication by TOTP, email, or SMS.checked 7 Oct 2001
- API
- API access is included in the plan.checked 7 Oct 2001
- Audience
- The comparison page describes PatchDesk as intended for teams of roughly 3–30 people that want customer ticketing and issue tracking together.checked 7 Oct 2001
- Availability
- PatchDesk commits to 99.9% monthly uptime for its web application and API services.checked 7 Oct 2001
- Customer portal
- Customers can submit tickets through a branded support link without creating an account, and receive updates by email.checked 7 Oct 2001
- Data handling
- The privacy policy says PatchDesk staff do not access customer content and that ticket content is not used for advertising.checked 7 Oct 2001
- Integrations
- The opened maker pages list Stripe for payment processing and Google Analytics 4 on public marketing pages; they do not describe product integrations.checked 7 Oct 2001
- Issue tracking
- The issue tracker supports status, priority, comments, followers, search, filters, and CSV import and export.checked 7 Oct 2001
- Limits
- PatchDesk says it does not offer phone or live chat support channels and does not provide sprint boards or a Git-native workflow.checked 7 Oct 2001
- Product
- PatchDesk combines a customer support inbox and an engineering issue tracker in one product.checked 7 Oct 2001
- Security
- PatchDesk says databases are encrypted at rest, connections use TLS/SSL, passwords are hashed with bcrypt, and row-level security isolates organizations’ data.checked 7 Oct 2001
- SLA tools
- Teams can set response and resolution targets by priority, see countdowns on open tickets, and receive breach alerts.checked 7 Oct 2001
- Support
- The SLA says support requests receive an initial response within 24 hours on business days, with critical availability incidents targeted within four hours.checked 7 Oct 2001
- Support inbox
- The shared inbox includes assignment, SLA timers, macros, internal notes, priorities, and ticket status.checked 7 Oct 2001
The company
- Maker
- The homepage identifies Chris Birkey as PatchDesk’s maker and says he supports Windows and ChromeOS for a K–12 district and has nearly twelve years of software support experience.checked 7 Oct 2001
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