Technical Helpdesk Support

2 tiersTier 1 & Tier 2 coverage

<4hrTarget SLA on standard tickets

24/7Coverage available on request

What's included

Everything this service covers

Multichannel troubleshootingSupport handled over phone, chat and email, wherever your customers already reach out.
Knowledge-base-driven diagnosticsAgents work from a living knowledge base built and updated with your product team.
Ticketing integrationWorks inside Zendesk, Freshdesk, Jira Service Management or the tool you already run.
Bug triage & escalationIssues that need engineering are logged, reproduced where possible, and escalated cleanly.
Software & hardware supportCoverage for both application issues and device or connectivity problems.
SLA-backed reportingResponse and resolution times tracked against agreed SLAs, reported weekly.

How it works

01
Knowledge transfer
Your team walks us through the product, common issues and existing documentation.
02
Knowledge base build
We turn that into a structured, searchable base agents use on every ticket.
03
Shadowing & certification
Agents shadow real tickets and get certified on your product before going live.
04
Live support & escalation loop
Tickets are answered live, with a clear path back to your engineers when needed.

Who it's for

SaaS platforms, hardware and IoT brands, and any product with a support queue that needs more than a script to resolve.

Send us your current ticket volume and tools, and we'll map out a helpdesk team.

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