Desk
DESK.id is a Yogyakarta-based customer support SaaS that unifies email, live chat, and WhatsApp into a shared inbox for Indonesian startups and small eCommerce businesses, operating on a freemium tiered subscription model.
- Company typePrivate
- Founded2017
- HeadquartersYogyakarta, Indonesia
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Desk does
DESK.id is a cloud-based customer support platform that unifies email ticketing, live chat, and WhatsApp messaging into a single shared inbox for startups and small eCommerce businesses. Founded in 2017 and headquartered in Yogyakarta, Indonesia, the company operates under a horizontal segmentation strategy targeting primarily Indonesian startups, with secondary use among eCommerce businesses requiring integrated chat and messaging support. The platform was originally launched as Chatonomy and rebranded to DESK.id around 2020, carrying forward product history and brand recognition. Core capabilities include shared inbox collaboration, per-agent login, email ticket management, knowledge base articles, rules-based chat automation, and native WhatsApp integration with tiered usage limits. The product portfolio consists of the main DESK.id platform, the DESK.id Chat module (formerly Chatonomy), and a Customer Profile API available even in the free tier.
The company operates a freemium-to-paid tiered SaaS model with three plans: SMILE (free for up to 50 agents with limited features), LAUGH (mid-tier, positioned as the best seller, including WhatsApp integration with 7,000 chats/month), and GIGGLE (enterprise tier with unlimited agents, mailboxes, and WhatsApp usage). Pricing is subscription-based with annual discounts, and accept bank transfer, credit card, PayPal, and payment gateway options. The go-to-market motion is product-led growth, with self-serve website signup, a free tier as the primary acquisition channel, and direct WhatsApp contact for sales inquiries on paid plans. Distribution is augmented by a hosting partnership with IDWebhost, which also serves as both an infrastructure provider and a customer logo. Select customers visible on the website include IDwebhost, Jejualan, JogjaCamp, Liqu.id, and ResellerCamp, indicating a customer mix dominated by Indonesian web hosting providers and small eCommerce operators.
Desk firmographics
Firmographics- Name
- Desk
- Legal name
- DESK.id
- Website
- https://desk.id
- Company type
- Private
- Founded year
- 2017
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- DESK.id is a Yogyakarta-based customer support SaaS that unifies email, live chat, and WhatsApp into a shared inbox for Indonesian startups and small eCommerce businesses, operating on a freemium tiered subscription model.
- Ownership category
- akta.pro rank
Desk industry classification
Industry- Product category
- Customer Support Software
- NAICS
- Information (51)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- IT Knowledge Management & Service Desk Platforms (HDAEALAH)
- akta.pro secondary industry
- Service Desk & Help Desk Services (BPAEAJAA)
Keywords
Where Desk is headquartered
LocationHeadquarters
- HQ city
- Yogyakarta
- HQ country
- Indonesia
- HQ region
- Asia
Markets served
Desk business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Infrastructure, Marketing or Sales
Revenue model
- Subscription SaaS: DESK.id operates a tiered subscription model with three plans (SMILE, LAUGH, GIGGLE). The SMILE plan offers a free tier with 2 agents, while LAUGH and GIGGLE are paid plans with increasing features and agent limits. Annual subscriptions offer discounted pricing. Revenue is generated through recurring subscription fees based on tier and agent count.
- Freemium Entry: The SMILE plan provides free access with limited features (up to 50 agents, 5 mailboxes, 5 groups) to attract startups. This serves as a customer acquisition channel that converts to paid tiers.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Freemium | Monthly | SMILE - Free tier for startups starting out with basic features |
| Subscription | Monthly | LAUGH - Best seller tier for growing startups with WhatsApp integration |
| Subscription | Monthly | GIGGLE - Enterprise tier for companies requiring unlimited everything |
Go-to-market motion1 record
Distribution channels3 records
Marketing channels3 records
Desk product offering
Product offeringCore offering
DESK.id provides a cloud-based multi-channel customer support platform that consolidates live chat, WhatsApp messaging, and email ticketing into a single shared inbox for startup and eCommerce support teams. The platform is sold as a tiered SaaS subscription (SMILE free, LAUGH best-seller, GIGGLE enterprise) with native WhatsApp integration, email ticket management, statistics/reporting, a knowledge base, multi-brand support, and a Customer Profile API.
Product overview
DESK.id is a unified customer support platform for eCommerce startups and companies. The core platform combines three communication channels—email ticketing, live chat, and WhatsApp—into a single shared inbox. The product portfolio includes DESK.id (the main platform), DESK.id Chat (the chat module, formerly Chatonomy), and three pricing tiers (SMILE, LAUGH, and GIGGLE) that scale from entry-level startup plans to enterprise unlimited packages. Features include shared inbox management, ticket/email management, chat statistics, KnowledgeBase articles, Rules Chat automation, and a Customer Profile API.
Differentiator
Problem solved
Functional benefit
Products and services
- DESK.id Platform Cloud-based multi-channel customer support platform for Indonesian startups and eCommerce businesses that unifies live chat, WhatsApp, and email conversations into a single shared inbox, with email ticket management, statistics/reporting, a knowledge base, multi-brand management, and a Customer Profile API.
Quantifiable outcome
- Faster response times through unified inbox and chat shortcuts improve customer satisfaction
- +2 more outcomes
Companies that use Desk
Customer profileNamed customers5 records
Segments2 records
Ideal customer profiles1 record
Desk technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration1 record
Feature9 records
Desk partnerships and signals
Strategic signalPartnerships
One partnership is on record.
- IDWebhostcoreIDWebhost is identified as DESK.id's hosting partner, providing the hardware, software, networks, storage, and related technology necessary to operate the service. This is a critical infrastructure partnership ensuring service delivery. The partnership is mentioned in the terms of service where DESK.id states it works with IDWebhost for hosting services.
Scale indicators2 records
Recent moves5 records
Expansion highlights4 records
Desk competitors and assessment
Company assessmentDirect peers
- Front: Shared inbox platform unifying email, chat, and social channels for customer support teams. Comparable on unified-inbox architecture and collaboration features central to DESK.id.
- Crisp: All-in-one multichannel customer messaging platform (live chat, email, WhatsApp, Messenger) targeting SMBs. Closely comparable feature set and customer segment to DESK.id, with a similar freemium entry.
- Freshdesk (Freshworks): Freshworks' flagship helpdesk SaaS offering multi-channel ticketing (email, chat, WhatsApp, social) aimed at SMBs and startups. Most directly comparable to DESK.id in target customer, freemium entry pricing, and channel breadth.
- Tawk.to: Free live chat SaaS with optional paid helpdesk features, popular with SMBs and startups globally. Comparable free-tier, PLG approach and SMB customer base.
- Help Scout: Customer support platform focused on SMBs with shared inbox, knowledge base, and reporting. Closely comparable target market and feature set to DESK.id's email + chat + KB positioning.
- LiveChat (Text): Live chat and helpdesk SaaS for SMBs that has expanded into ticketing and messaging. Comparable core offering to DESK.id Chat (formerly Chatonomy) and adjacent on broader support workflows.
- Intercom: Conversational customer support platform combining live chat, messaging, and a shared inbox with automation. Comparable on multi-channel support and product-led growth motion, though positioned more upmarket.
Broad incumbents
- Zendesk: Industry-defining customer support platform with email, chat, and messaging ticketing across enterprise and mid-market. Overlaps heavily with DESK.id functionally but operates at much greater scale and breadth.
- HubSpot Service Hub: Customer service module within the HubSpot CRM suite, offering ticketing, knowledge base, and chat. Competes for the same startup and SMB customer base with the advantage of an integrated CRM.
Regional players
- Qiscus: Indonesia-based conversational platform offering WhatsApp Business API, omnichannel messaging, and chatbot tools. Closest regional peer; comparable WhatsApp-first positioning for Indonesian customers.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat4 records
Key risks7 records
Key highlights7 records
Customer concentration
Desk social profiles
Digital presenceDesk financial estimates
Financial estimateRevenue estimate
Valuation estimate
Desk leadership team
Management profileNumber of profiles
Desk funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Desk M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Desk
What does Desk do?
DESK.id provides a cloud-based multi-channel customer support platform that consolidates live chat, WhatsApp messaging, and email ticketing into a single shared inbox for startup and eCommerce support teams. The platform is sold as a tiered SaaS subscription (SMILE free, LAUGH best-seller, GIGGLE enterprise) with native WhatsApp integration, email ticket management, statistics/reporting, a knowledge base, multi-brand support, and a Customer Profile API.
Is Desk a public or private company?
Desk is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Desk founded?
Desk was founded in 2017. It employs 11 to 50 people.
Where is Desk based?
Desk is headquartered in Yogyakarta, Indonesia, in the Asia region.
How does Desk make money?
Two revenue lines are on record. Subscription SaaS are the primary driver. The others are freemium Entry.
Who are Desk's main competitors?
Direct peers on record are Front, Crisp, Freshdesk (Freshworks), Tawk.to, Help Scout, LiveChat (Text) and Intercom. Broad incumbents are Zendesk and HubSpot Service Hub. Qiscus is listed as a regional player.
Does Desk have an API?
Yes. DESK.id offers a Customer Profile API (Profil Customer API) as a feature available in the SMILE pricing tier. The API allows access to customer profile data. Full API documentation URL and technical specifications (REST/GraphQL, authentication method, rate limits) are not publicly available on the website.
What industry is Desk in?
Desk's product category is Customer Support Software. Its primary akta.pro industry code is HDAEALAH, IT Knowledge Management & Service Desk Platforms, with a secondary code of BPAEAJAA, Service Desk & Help Desk Services. Its NAICS code is 51 and its SIC code is 7372.