Support and sales

Help Desk

Tickets, response times and support under control

Help Desk

What it's about

Help Desk

Supporting by email and WhatsApp works until you have 40 open cases and nobody knows which one is urgent. The help desk turns every request into a ticket with an owner, a priority and an SLA clock, and publishes a knowledge base so half the cases resolve themselves.

Receive, prioritize and resolve requests with tickets, service level agreements (SLA) and a knowledge base.

Who it's for: Ideal for IT, support and after-sales teams.

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Lifecycle

From request to resolution

Every case moves through clear states, with an owner and an SLA clock. This is a ticket from start to finish.

New01
The request comes in on any channel and becomes a ticket.
- Ticket intake via email, chat, portal and phone
- Self-service portal with status tracking for users
Assigned02
It's categorized, prioritized and routed to its owner with an SLA.
- Categories, priorities, SLAs and automatic escalation
In progress03
The team works the case with the information and context at hand.
- Public and internal knowledge base
- Asset inventory linked to each case
Resolved04
It's closed, measured and the user rates the service.
- Satisfaction surveys and compliance reports

01
Clear priorities
Every ticket has a category, impact and deadline: the urgent gets handled before the loud.
02
Fewer repeat cases
The self-service portal and knowledge base cut down the same old tickets.
03
Evidence to negotiate with
Volume and SLA compliance reports that justify headcount, budget or process changes.

What's included

Included modules

Ticket intake via email, chat, portal and phone
Categories, priorities, SLAs and automatic escalation
Public and internal knowledge base
Self-service portal with status tracking for users
Asset inventory linked to each case
Satisfaction surveys and compliance reports

How we deliver

Proven product, tailored implementation

We don't start from scratch: we begin with a solid base and adjust it to your operation. Less time, less risk, the same tailored result.

In weeks, not months
The core is already built and tested: we focus on configuring it for your business.
100% customizable
We adjust modules, fields, permissions and workflows to match the way you work.
Cloud or your own server
You choose where your data lives: our infrastructure or your company's.
Training and support
We guide your team through rollout and stay available long after launch.

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Questions about this product

Yes. You can run separate queues: one for employees (IT, payroll, facilities) and one for customers, each with its own SLAs.

The system warns before it expires, escalates to the next owner and logs the breach in the report.

Yes. A WhatsApp or web conversation can become a ticket in one click, keeping the full history.

Frequently asked questions

Between 2 and 8 weeks depending on the product and the level of customization. We give you an exact timeline after the first meeting.

Yes. All our products are customizable: we adjust modules, fields and workflows, and build new features whenever you need them.

Yes. We connect to your ERP, CRM, payment gateways, invoicing and any tool that exposes an API.

We offer both models: a monthly subscription with support included, or a one-time payment with the code in your name. We'll explain which fits your case.