Does Ekeko reply to my customers by itself?

No. A reply draft appears only when an agent asks for one, and a person reads, edits and sends it. Customers do get automatic mails when their request is received, resolved or declined, and a satisfaction survey after it is closed. You can switch these mails off for the account.

What happens to a mail from someone Ekeko does not know?

You decide per mailbox. Ekeko can add the sender as a new contact and raise the request on them, file every request under one customer you pick, or refuse the mail. Intake runs on a Microsoft mailbox that you connect to Ekeko.

Does the person on call get a text message or a phone call?

No. The page goes out as a notification in Ekeko, an email and a push message on phones that allow it. An agent starts an escalation, it does not start by itself. Ekeko does warn the assignee before a deadline runs out, and tells the assignee and the desk managers once it has passed.

Can a request become a work order?

Yes, with one action. The work order takes over the customer, the equipment, the title, the description and the priority, and keeps the service contract that covers the request. A request can have more than one work order if you choose to add another.

Service desk & AI

Every request in one queue, and replies drafted for you.

Mails, portal requests and phone calls become requests in one queue. Ekeko drafts the reply from your knowledge base when you ask for it, and your team works with macros, escalation and an on-call roster. A request that needs a visit becomes a work order.

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Service requests

Warmtepomp geeft foutcode E04SR-2026/041 · Bakkerij VermeulenHigh11:30Customer
Laadpaal start niet meer opSR-2026/040 · Garage PauwelsUrgent09:15Customer
Zonneboiler verliest drukSR-2026/039 · Familie JanssensMedium16:00Team
Omvormer toont een rode ledSR-2026/038 · Residentie ZonnedaelMedium17:30Team
Onderhoudsbeurt inplannenSR-2026/037 · Hotel DuinroosLowTeam

In short

The Ekeko service desk is for Belgian SMEs that handle customer requests by mail, portal and phone. Every request lands in one queue, with a priority set from your own matrix. Ekeko drafts a reply from your documents when someone asks for one, and a request that needs a visit becomes a work order.

What's all in there?

A customer writes in, calls or uses the portal, and your team answers, escalates or plans a visit.

One queue

Mail, portal and phone calls end up in the same queue.

Connect your support mailbox and every new mail becomes a request on the right customer. Customers can also report a problem in the portal, and a colleague can log a phone call. A reply to a request mail lands on the same request, and out-of-office replies are skipped.

Service requests

Warmtepomp geeft foutcode E04SR-2026/041 · Bakkerij VermeulenHigh11:30Customer
Laadpaal start niet meer opSR-2026/040 · Garage PauwelsUrgent09:15Customer
Zonneboiler verliest drukSR-2026/039 · Familie JanssensMedium16:00Team
Omvormer toont een rode ledSR-2026/038 · Residentie ZonnedaelMedium17:30Team
Onderhoudsbeurt inplannenSR-2026/037 · Hotel DuinroosLowTeam

Your own rules

The customer says how urgent it is, and your matrix sets the priority.

The urgency stays as the customer reported it. You note how wide the effect is, and a grid of your own turns the two into the priority the team works from. For customers with a service contract, the deadlines for a first answer and for the fix come from that contract, and the clock stops while you wait for the customer.

Priority matrix

UrgencyImpactLowMediumHighUrgent

Low

Medium

High

Urgent

Impact High, urgency Medium: priority High

Covered by a contractComfort
Response due 26/10 11:30
Resolution due 27/10 17:00
SLA clock paused while waiting on the customer

Your documents as the source

Ask for a draft, check the sources, then send the reply yourself.

Press the Suggest reply button and Ekeko writes a draft in the customer's language from this conversation and up to three of your articles, which it lists as its sources. It never reads internal notes or other customers' requests. Gaps show up as [brackets] and nothing is sent until you press send.

Warmtepomp geeft foutcode E04High

BVBakkerij VermeulenFrom customer08:12

Goeiemorgen, sinds vanochtend geeft onze warmtepomp foutcode E04 en het is koud in de bakkerij. Valt dat onder de garantie? Het toestel is van maart 2023.

Reply to customer

Beste mevrouw Vermeulen, We hebben uw melding over foutcode E04 ontvangen. Uw warmtepomp valt onder de fabrieksgarantie, dus het bezoek is voor onze rekening. Onze technicus komt langs op [dag en uur van het bezoek]. Met vriendelijke groeten Sofie Peeters

Based on: Garantievoorwaarden warmtepompen

Fill in the parts in [brackets] before sending.

Knowledge baseGarantievoorwaarden warmtepompen82% matchFoutcodes warmtepomp71% match

Similar ticketsSR-2025/212 · Foutcode E0474% similar

Standard answers

A macro writes the standard answer and sets the status in one click.

A macro is a button for the answers you type every week, such as asking for a photo of the nameplate. Besides the reply text it can set the status, the priority, the assignee and the team. Preview it first: the text lands in your reply box and the field changes happen when you send.

Apply macro

MessageVisible to customer

Kunt u een foto van het typeplaatje en van het display sturen? Dan weten we welke onderdelen we meebrengen.

Field changes

StatusWaiting on customer
AssigneeSofie Peeters

Nothing is sent yet. The text lands in your reply box first.

Outside office hours

An urgent breakdown at night pages whoever is on call, then the next in line.

Set up a roster of who is on call and an escalation policy with levels and waiting times. When an agent starts an escalation, whoever is on call is notified in the app, by email and by push message when they allowed it. If nobody answers, the next level follows until someone takes it with the I am on it button.

EscalationSR-2026/040 · Laadpaal start niet meer opOut of hours, priority one

Level 1 · straight awayKevin MaesOn duty now

Level 2 · after 20 minutesLien DewitteA colleague

I am on itTaken by Kevin Maes on 26/10 02:14The ladder stops here.

FAQ

Frequently asked questions

Ready to see a request turn into a reply?

Book a demo and we take a customer's mail from your mailbox to a reply you can send.

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