Unified Ticket Inbox
Email, web portal, chat, and SMS arrive in one shared queue. Assign, snooze, merge, and tag in two clicks.
< 5 min
Avg first-response
100% CA
Data residency
8 chan.
Email, web, chat, SMS
CAD
Per agent / month
What's inside
Everything your support team needs
A modern helpdesk built for Canadian SMBs — tight on data, generous on AI.
AI Reply Co-pilot
Drafts grounded in your KB articles only — no hallucinations. Accept, edit, or discard per ticket. Learns your tone over time.
Branded Knowledge Base
Public help center with semantic search. Customers self-resolve before they file a ticket. Vector-embedded for natural-language queries.
Canadian Data Residency
Every ticket, KB article, and customer record stays on Canadian infrastructure. PIPEDA-aligned by default, with audit logging.
MapleMail & Concierge Hooks
support@yourdomain.ca routes from MapleMail. Maintenance requests from MapleConcierge tenants land here with unit, lease, and history attached.
SLA & CSAT Reporting
First-response, resolution, CSAT, reopen rate by agent / channel / tag. Alerts fire before breach, not after. CSV export ready for the board.
How it works
From ticket to resolved in three steps
The shortest path from "we got your message" to "thanks for fixing this".
Route your support inbox
Point support@yourdomain.ca at MapleDesk — or import from Zendesk / Freshdesk in one click. Tickets land in your queue with full thread history.
Let the AI co-pilot draft
For each new ticket, MapleDesk searches your KB and proposes a reply. Your agent reviews, edits, and sends with one keystroke. The AI never invents facts.
Measure, improve, repeat
Dashboards show CSAT, first-response time, and AI acceptance rate. Patterns surface KB gaps — fill them and resolution time drops next week.
How we stack up
MapleDesk vs. Zendesk, Freshdesk, Intercom
All three are great products. None of them price in CAD or keep your data in Canada by default.
| Feature | MapleDesk | Zendesk | Freshdesk | Intercom |
|---|---|---|---|---|
| Pricing currency | CAD | USD | USD | USD |
| Canadian data residency | Enterprise tier | Enterprise tier | ||
| AI reply drafts on all paid plans | $$ add-on | $$ add-on | Fin (per-resolution) | |
| Free plan | 1 agent, 50 tickets/mo | Limited | ||
| MapleMail / Concierge integration | Native | Custom build | Custom build | Custom build |
| Starts at (paid) | $29 CAD | $25 USD | $15 USD | $39 USD |
Plans & pricing
Per agent, per month — in CAD
No per-ticket fees, no AI surcharges on paid plans. Annual billing saves 17%.
Free
$0
per month
- 1 agent
- 50 tickets / month
- Web portal & email channel
- Public knowledge base
- Basic analytics
Pro
$29
per agent / month
or $290/agent/year (save 17%)
- Unlimited tickets
- AI reply co-pilot
- SLA policies & alerts
- SMS & chat channels
- Custom KB branding
Business
$59
per agent / month
or $590/agent/year (save 17%)
- Everything in Pro
- Multi-brand workspaces
- CSAT surveys & NPS
- Advanced AI analytics
- MapleConcierge tenant tickets
- Role-based permissions
Enterprise
$149
per agent / month
or $1,490/agent/year (save 17%)
- Everything in Business
- SSO / SAML, audit log export
- Dedicated CA region tenancy
- Custom AI model fine-tuning
- 24x7 phone support
- On-prem available
Already on Joel & Nanz Inc. Enterprise? The mapledesk_enterprise entitlement is included in your suite at no extra charge.
Questions & answers
Frequently asked
What is MapleDesk?
MapleDesk is a Canadian-hosted customer support helpdesk. Your customers email or use the web portal; tickets land in a shared inbox where your agents triage, reply, and resolve. An AI co-pilot drafts replies based on your knowledge base, so first-response time drops from hours to minutes.
How does MapleDesk compare to Zendesk, Freshdesk, and Intercom?
Zendesk, Freshdesk, and Intercom are excellent — and priced for US enterprise budgets in USD. MapleDesk is purpose-built for Canadian SMBs: pricing in CAD, data residency in Canada (PIPEDA-aligned), and tight integration with the MapleWorkSuite stack. The AI-drafted reply experience is comparable to Intercom Fin, but your KB and tickets never leave the country.
How do AI-drafted replies work?
When a ticket arrives, MapleDesk reads the message, searches your knowledge base, and generates a suggested reply your agent can accept, edit, or discard with one click. The model is grounded in your articles only — no hallucinated facts. Every accepted suggestion improves future drafts for that ticket category.
Is the knowledge base searchable for customers?
Yes. Your branded help center is public by default with semantic search across every article. When a customer submits a ticket, MapleDesk shows them matching KB articles in real time — most issues self-resolve before a ticket is created. Search uses vector embeddings, so "can I get a refund" finds the article titled "Return policy".
Does MapleDesk integrate with MapleMail and MapleConcierge?
Tightly. MapleMail forwards support-addressed inboxes (support@yourdomain.ca) straight into MapleDesk as tickets. MapleConcierge tenants who hit "request maintenance" file a MapleDesk ticket scoped to the right unit and property — your superintendent sees it in their queue with the address, lease, and prior history attached. Cross-product context, one login.
Are ticket emails CASL-compliant?
Yes — by design. CASL exempts transactional and customer-initiated correspondence, which is exactly what ticket replies are. MapleDesk preserves the message thread, includes physical-address and unsubscribe footers on any broadcast announcements, and logs the legal basis for every outbound message for your records.
How is pricing structured?
Per agent, per month, in CAD. Free plan covers a single agent with 50 tickets per month — perfect for solo operators. Paid plans scale from $29 to $149 CAD per agent. There are no per-ticket fees and no surcharges for the AI co-pilot on paid plans. Annual billing saves 17%.
Can I report on SLAs and agent performance?
Yes. Out of the box you get first-response time, resolution time, CSAT, and reopened-ticket rate, sliced by agent, channel, and tag. SLA policies trigger alerts before breach, not after, and the dashboard exports to CSV for board reporting.