Help Desk & Support
Scattered support inboxes replaced with one help desk — queues, SLAs and a customer portal.
01 /The problem
A growing SME was running customer support out of shared mailboxes. Requests fell through the cracks, nobody could see what was open or overdue, and there was no way to prove response times to customers.
02 /The solution
• Help desk & queues — Every request becomes a tracked ticket in the right queue. • SLA timers — Response and resolution targets, visible before they're missed. • Customer portal — Customers raise and follow their own tickets. • Email-to-ticket — Existing support addresses flow straight in. • Roles & assignment — The right person owns the right ticket. • Reporting — See volume, response times and what's overdue.
03 /Results
The result. Nothing slips through anymore — the team sees exactly what's open and overdue, and customers get answers on time, with the numbers to prove it.