The anti-helpdesk

Helpdesk software was designed for support departments. Queues, assignment rules, escalation matrices, SLA timers, satisfaction surveys — machinery for routing thousands of tickets between hundreds of agents.

Then a two-person app installs one, and the machinery is still there. Now "Karin can't log in" is ticket #48291, status: Pending, priority: Normal, assigned to: Unassigned.

Karin doesn't want to be a ticket. She wants an answer.

What we're leaving out

usepresence is defined as much by what it doesn't have:

• No ticket numbers. Conversations, with people, by name.
• No queues and assignment rules. One inbox the whole team sees. Small teams coordinate by glancing, not by routing.
• No SLA timers. You should reply quickly because you care, not because a countdown turned red.
• No customer portal. Your customers already have an inbox — yours lands in it.

Every feature we leave out is a screen you never load, a setting you never configure, a concept your customer never has to learn.

What we keep

Speed and warmth, together. The one place we lean on technology is drafting: AI writes a suggested reply for each request, and you approve or rewrite it before it goes out. The goal is not to automate the conversation away — it's to remove the blank-page pause between reading a message and answering it.

Support as presence

We named the product after the thing we think support actually is. Not a department, not a queue — presence. Being findable, being reachable, answering like a person.

If that sounds like the kind of support you want to give, we're building this for you.