The service desk we built to run our own support operations
For 17 years, Resort Manager has supported hundreds of independent hotels, resorts, and island properties worldwide. We built RM-Desk because we needed a clean, dependable service desk that eliminated lost emails and messy inboxes.
Today, we run our entire company on RM-Desk — and we make that exact same platform available to any service-led business, from hospitality operators to growing customer support teams across any industry.
Why we built RM-Desk: support tested on live operations
When an island resort's front desk needs urgent assistance with check-in, or a luxury villa experiences a sudden network blackout, support cannot get lost in an unmonitored shared inbox. An enquiry cannot sit waiting because someone went on leave, and context cannot vanish during shift handovers.
We built RM-Desk to give our own support engineers complete clarity: clear queue ownership, business-hour service level agreements (SLAs), collision warnings when two agents open the same conversation, and tray notifications that alert staff without needing a browser tab open all day.
Every feature — from snooze reminders and scheduled replies to draft suggestions and customer history — was created and refined through our own day-to-day operations. When you use RM-Desk, you are using the exact system that keeps Resort Manager running 24/7/365.
- In-house proven
- Developed to run our own global hospitality support operations across hundreds of independent properties
- Zero lost conversations
- Every incoming message becomes a tracked ticket with a clear owner, status, and target resolution time
- Collision detection
- Warns operators immediately when a colleague is viewing or typing a reply to the same customer
- Windows tray companion
- Lightweight desktop tray app delivers instant ticket notifications without keeping a browser tab open
- Audit trail and change history
- Full timeline of every assignment, internal note, status change, and customer interaction
Multi-channel intake: email, WhatsApp, portal, and API
Customer interactions arrive from many directions. RM-Desk consolidates every channel into one unified console so your team never has to switch between separate communication apps.
Connect your existing support email address using our hosted ingest or your own custom mail server (IMAP and SMTP). Customers can also check ticket progress and submit enquiries through a self-service web portal (Resort Manager-branded on Free, or custom-branded with your own logo and colours on Pro and Company), or through an embeddable form widget on your website.
For properties and businesses communicating on mobile messaging, RM-Desk includes a native WhatsApp channel powered by official Meta business APIs.
- Hosted and custom email intake
- Ingest mail through our high-deliverability platform or connect your organisation's existing mail servers
- Native WhatsApp ticketing
- Manage customer WhatsApp conversations inside the desk with 24-hour service windows, utility templates, and surveys
- Self-service customer portal
- Give customers a secure web portal to create requests, view conversation history, and upload files (Resort Manager-branded on Free; custom-branded on Pro and Company)
- Embeddable website widget
- Drop a lightweight submission form onto your website or booking confirmation screens
- Inbound Ticket API
- Connect custom software, IoT monitoring systems, or backend databases using documented REST endpoints
- Safe attachment handling
- Automatic virus scanning and quarantine ensure infected files never enter your team's workflow
Pragmatic AI assistance and open MCP connectivity
Many modern helpdesks promote expensive "autonomous AI chatbots" that invent answers, frustrate customers, and damage relationships. RM-Desk takes a pragmatic, human-centred approach to artificial intelligence.
Our built-in AI assistance helps human agents work faster without taking the steering wheel away from them. When an agent opens a ticket, RM-Desk can draft a suggested reply drawn directly from your approved knowledge base articles and previous ticket context. The draft streams into the composer as editable text — ready for the agent to review, tailor, and send.
For teams building automated operations, RM-Desk includes a native Model Context Protocol (MCP) server. You can connect your team's Claude Desktop, Cursor, or local AI tools directly to your ticketing workspace with granular, scoped permissions.
- AI reply drafting
- Generates contextual draft replies based on your verified knowledge base and streams them directly into the composer
- Human operator control
- AI drafts never send automatically; human agents always review, edit, and approve every outgoing message
- Semantic knowledge search
- Vector-powered retrieval finds relevant help articles and canned solutions even when queries use different phrasing
- Intelligent queue routing
- Classifies incoming tickets into the correct team queues based on content and confidence thresholds
- Native Model Context Protocol (MCP)
- Connect external AI tools via
/mcpwith scoped permissions (mcp.read,mcp.operate,mcp.reply.send) - Tenant data privacy
- Your operational data is never used to train public language models or shared across customer organisations
Tailored for hospitality and growing service teams alike
Whether you operate a boutique resort or run an independent professional service business, RM-Desk adapts to your organisational workflow.
For hotels, villas, and resorts, RM-Desk gives reception, reservations, and maintenance teams a structured place to track pre-arrival questions, guest requests, and property work orders across email, WhatsApp, and web forms — billed on your single Resort Manager subscription.
For independent businesses — IT consultancies, property management firms, retail specialists, and trades — RM-Desk delivers structured multi-queue ticket management, SLAs, and two-way HubSpot CRM synchronisation without enterprise helpdesk bloat.
- Organisation and contact histories
- See every past ticket, attachment, custom field, and SLA commitment for each customer and organisation in one place
- Team queues and assignment rules
- Route tickets by department, language, or specialty using round-robin or least-loaded assignment
- Service level agreements (SLAs)
- Set business-hour targets for first-response and resolution times with automatic escalation alerts
- Snooze and scheduled sends
- Snooze tickets until a specific date or time; incoming customer replies wake the ticket immediately
- Two-way HubSpot CRM sync
- Keep local contact records synchronised with your HubSpot CRM pipeline and customer history via CRM Link ($9/month on Pro, included at $0 on Company)
- Accessible per-agent pricing with no seat cap
- Start with 1 agent free forever, $19/month on Pro, or $35/month on Company (2 agents included + $8/extra agent with no seat cap)
Six core operational reports with zero data lock-in
Understanding how your team performs should not require building complex spreadsheets or paying for enterprise analytics add-ons. RM-Desk includes six dedicated service reports out of the box.
Every report includes one-click CSV export and detailed drill-through views, allowing you to examine the individual tickets behind the aggregate numbers.
- Service Overview
- Track incoming volume, resolved tickets, open backlog, and ticket age bands over any selected date range
- Response & Resolution Times
- Measure median and 90th percentile durations for both first human reply and final resolution
- SLA Performance
- Monitor met and breached SLA targets across queues, shifts, and priority levels
- Customer Happiness
- View five-point CSAT ratings, feedback comments, and invitation response rates
- Team Workload & Attribution
- See assigned versus unassigned tickets, active agent capacity, and individual resolution output
- Knowledge Base Effectiveness
- Identify frequently viewed articles, search terms with zero results, and documentation gaps
Simple, transparent pricing: 1 agent free forever
RM-Desk is available standalone for any service business, or as part of your unified Resort Manager subscription (with a 14-day free trial on paid plans). Billing is managed in one place at billing.resort-manager.com on a single subscription. Annual billing costs ten months' price for twelve months of service. See our full pricing page for suite bundles.
- Free ($0 forever)
- 1 licensed agent, 1 queue, Resort Manager-branded customer portal, basic service overview, and email intake. Ideal for solo operators and founders. No credit card required
- Pro ($19/month or $190/year)
- 1 licensed agent, custom-branded customer portal, in-product AI reply drafting (3M tokens/month pooled), semantic search, SLA tracking, MCP server access, custom fields, and core reports. Optional CRM Link add-on: $9/month ($90/year)
- Company ($35/month or $350/year base for 2 agents, plus $8/agent/month for each additional agent)
- Includes 2 licensed agents in the base price plus $8/month ($80/year) per extra agent with no seat cap, CRM Link included at $0, multiple queues, team workload segmentation, advanced reporting, scheduled summaries, and shared AI token allowances ($59/month for 5 agents)
- WhatsApp Channel Add-on
- Usage-based messaging billed in arrears on your unified subscription at transparent wholesale cost plus platform margin
How RM-Desk compares to other helpdesks
If you are evaluating support tools for a small-to-midsize service team, boutique hotel, or growing business, see our detailed comparison between RM-Desk, Zendesk, Freshdesk, Help Scout, and Zoho Desk. Learn how our 1-agent free tier, $8/extra agent Company pricing, and included AI reply drafting compare against mainstream enterprise ticketing software.
Clear subscription plans, or a tailored quote for your property.
See our published monthly rates for RM-WiFi, RM-Tables, RM-CRM, RM-Desk and Resort Manager Flex on our Pricing page, or tell us how many rooms and outlets you run and which add-on modules you need for a tailored proposal.