Desk is the finance team's request desk inside Datarails. It turns requests from customers and vendors into tickets, works out who sent each one, and puts that person's financial data from FinanceOS next to the conversation so the team can resolve it without leaving Desk.

With Desk, you can:

• Receive requests sent to your team's email address as tickets.
• Have each sender matched to a record (for example a Customer, Vendor or Employee) automatically, based on your team's scenario.
• See the matched record's financial data from FinanceOS, such as open invoices, bills or payments, on the ticket.
• Reply, assign, tag, set due dates and track status in one place.
• Get an AI-suggested draft reply based on the ticket and the matched record's financial data from FinanceOS.

This article explains how a request becomes a ticket and how Desk recognizes and enriches it. Each part of the workspace has its own article, listed at the end.

A reply in an existing conversation joins its ticket. A new request becomes a ticket, and Desk links its sender to one record or asks you to pick.

How requests reach Desk

Requests reach Desk by email. Each Desk team has its own submission email address, for example your AR team's collections inbox. Every email sent to that address becomes part of a ticket in that team.

• Your existing inbox keeps working. Customers and vendors keep writing to the address they already use; that mailbox forwards to Desk.
• The team is set by the address. Desk reads which team address the email was sent to and opens the ticket in that team.
• Forwarded emails keep the original sender. If a colleague forwards a request into the team inbox, Desk records the person who wrote it, not the colleague.
• Attachments come with the email. Files on the email are stored on the ticket.

Teams and scenarios

Every Desk team is set up for one finance scenario. The scenario decides which records Desk searches to recognize a sender, and which data it shows on the ticket. The Desk articles use AR and AP teams as examples, but Desk also supports Payroll, FP&A and Legal teams.

Records and their financial data come from FinanceOS, your organization's data in Datarails, so Desk recognizes the same customers, vendors and employees you already report on.

From email to ticket

A new email opens a new ticket. A reply to an existing conversation is added to that ticket instead.

When a new request arrives

1. Desk creates a ticket with its own ticket number. The email subject becomes the ticket title and the email body becomes the first message.
2. The sender becomes the ticket's Requester.
3. Desk tries to match the requester to a record (see Recognizing the sender).
4. Your team's rules run: they can assign the ticket, set its priority, status, tags and due date. The SLA due time is calculated.
5. People in CC on the email are added to the ticket as followers, so they stay in the loop on replies.
6. The requester automatically gets a confirmation email that quotes their original request and shows the ticket number in the subject. When they reply to it, the reply goes to the same ticket.

A ticket starts as Unassigned. When a rule or a team member assigns it, it moves to To do.

When the requester replies

Desk adds the reply to the existing ticket when the email carries the ticket number in its subject, or is a reply in the same email thread. A reply to a ticket that is Done reopens it.

Recognizing the sender

Desk links each new ticket to the sender's record automatically. When it finds no record, you link one yourself in a couple of clicks.

How Desk looks for a match

1. Full email address. Desk looks for the sender's exact address in the records your team searches.
2. Email domain. If no record has that address, Desk looks for records on the same domain. For example, ap@acme.com can match the Acme customer whose contact is billing@acme.com.

Desk skips the domain step for your organization's own email domains and for public email providers such as Gmail or Outlook. Thousands of unrelated people share those domains, so only the full address counts. Your team's internal domains and provider list are managed in Team Settings.

Both steps search all of the team's records together.

What you see on the ticket

Linking or changing the record yourself

• When nothing is linked, click Click to assign on the warning and pick the right record.
• When a record is linked but it is the wrong one, click the pencil icon (Change linked record) next to the record name.

Enriching the ticket with financial data from FinanceOS

Once a record is linked, the ticket shows that record's financial data from FinanceOS on a card in the ticket sidebar: the data your team set up to be pulled from FinanceOS for that kind of record. You see who the requester is and where they stand without opening another system.

• The record card shows the record name and the key fields your team chose. For example, an AR team might show the account name, invoice number, invoice amount and amount due.
• More details opens the full view of the record, with the additional fields your team chose, such as payment terms, aging bucket or PO status.
• Related data follows the record. Invoices belong to a customer, bills, purchase orders and payments to a vendor, so the card shows data for the linked record only.

The fields are configurable per team. The team's Owner (the team admin) chooses them in Team Settings, from any field in the data tables of the matched record, so each team sees the data that matters for its work. A field with no value shows N/A.

Resolving the ticket in Desk

Everything needed to close a request sits on the ticket screen: the conversation, the financial data from FinanceOS and the tools to answer.

• Conversation and history. Every email, reply and internal note in order, plus an audit trail of changes.
• Reply composer. Answer the requester, add an internal note for your team, forward a message, attach files or schedule a reply for later.
• Ticket details. Status, priority, assignee, followers, tags and due date.
• AI assistant. When a ticket arrives, Desk prepares a suggested draft reply based on the ticket and the linked record's financial data from FinanceOS. The draft is a suggestion only: nothing is sent until a team member reviews it and clicks send. If your organization has compliance needs, a team Owner can turn off all AI for the team in Team Settings.

When the request is handled, set the ticket to Done. If the requester writes back, the ticket reopens automatically.

Team roles

Each team member is either an Owner or an Editor of the team.

Wrap up

You have now learned how Desk:

• Receives requests through your team's email address.
• Creates a ticket, or adds a reply to the right existing one.
• Matches the sender to a record, such as a Customer or Vendor, based on your team's scenario.
• Puts the record's financial data from FinanceOS on the ticket so you can resolve it in Desk.

Updated November 05, 2026 09:38