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5sDesk

For logistics and freight forwarding

"Where is my shipment?" with an owner and a deadline

Shipment enquiries, damage reports and delivery notifications arrive in several mailboxes and need a quick reply. 5sDesk turns them into tickets with a tracking number, a deadline traffic light and an owner per branch, and the customer sees the progress in the portal.

  • Mailboxes per branch or department, automatic distribution
  • Tracking number and route as custom fields, in the list and the filter
  • Forwarding to partners and carriers from the ticket, the reply comes back to it
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Ticket list with search by shipment, customer or subject

Dispatch life

Three things that cost time in the dispatch mailbox

  • The same shipment enquiry three times

    The customer writes to dispatch@, writes to the driver planner and rings as well. Three people look for the same shipment.

  • A damage report without a deadline

    The damage report with photos sits in the mailbox, and the deadline for getting back to the customer passes unnoticed.

  • The partner's reply in the wrong mailbox

    The question to the carrier went from a personal mailbox. Only one person sees the answer.

How it runs

A damage report from start to finish

  1. Step 1: The report arrives at dispatch@

    The email with photos becomes a ticket with a number, the "Damage" department and a first response deadline. The sender is known, and the customer's company record sits in the sidebar.

  2. Step 2: Tracking number and route recorded

    As custom fields on the ticket, visible in the list and filterable. Tag "Damage" from the tag list.

  3. Step 3: Question to the carrier

    Forwarded from the ticket with the photos. The partner's reply arrives on the ticket, visible to everyone, including whoever is covering.

  4. Step 4: A card for the settlement

    The reply becomes a card on the "Claims settlement" board, due in five days. The card knows the ticket.

  5. Step 5: The customer sees the status

    The portal shows "We are replying" until the claim is settled. The ticket is closed, the deadline traffic light stays green, and at month end the reporting shows response times per branch.

Deadline traffic light in the ticket list

The features behind it

What freight forwarders use most in 5sDesk

Several mailboxes, clear ownership

dispatch@, claims@ and notifications@ per branch, each assigned to a department. New tickets go to the planners in turn or by workload, with absent colleagues skipped. Whoever is already replying is shown.

More about the ticketing system
Automatic assignment per department

Deadlines and key figures per branch

Response and resolution deadlines per department and priority, a traffic light on every row, an early warning before a deadline is missed. Reporting shows first response and resolution time and the SLA rate, with export.

More about SLAs & deadlines
Reporting with first response time and SLA rate

Customer portal for business customers

Customers raise requests with the tracking number as a required field, see the status in three groups and find answers on collection times, packaging and customs documents before they write.

More about the customer portal
Ticket in the customer portal with history and reply box

Custom fields for shipments

5sDesk runs alongside your transport management system. You set up the fields for the communication yourself.

  • Tracking number
  • Route
  • Carrier
  • Damage type
  • Loading date
  • Customs status

  • Mailboxes per branch

    Automatic distribution per department

  • Deadlines with early warning

    A traffic light on every row

  • Forwarding to partners

    The reply arrives on the ticket

  • API and webhooks from Basic

    Connection to your TMS

  • Hosted in Germany

    Data centre in Nuremberg

Frequently asked questions

Does 5sDesk replace our transport management system?
No. 5sDesk takes over the communication with customers and partners, the tasks that come out of it and the key figures around it. Planning and freight billing stay in the TMS. The REST API and webhooks (from Basic) connect tickets and shipment data.
How do we handle shipment enquiries faster?
With the tracking number as a required field in the portal and the form, with automatic assignment to the right branch and with canned responses for standard replies such as delivery windows or collection confirmations.
Can we bring carriers and partners in?
By forwarding from the ticket, with attachments. The partner's reply lands on the ticket. No portal access is needed for that.
How do we see response times per branch?
In the reporting, filtered by department and period: first response and resolution time, SLA rate, backlog by age, distribution by team member. Export as CSV.

Every shipment enquiry with a deadline and an owner

Connect your dispatch mailbox, set up the tracking number as a field. Try it for 30 days.

Start free trial

30-day trial · cancel free of charge during the trial · every module in every plan