Helpdesk setup
Most helpdesk rollouts are a Saturday subscription and a Monday rollout email, followed by three months of decay. The team keeps emailing IT directly because the new portal is slower than 'just reply to my email.' By month four, the subscription is paid and nobody uses it.
We do this differently. The portal is set up to be faster than email (pre-categorized intake, smart routing, canned responses) and the team is trained in the same week it goes live, not three months later.
What's actually included.
Smart routing
Tickets auto-assigned by category, by location, by priority, by sender, with no central inbox where everything piles up.
SLA timers
Tiered response and resolution targets, with reminder notifications and escalation paths. Visible to both the team and the requester.
Canned responses
A library of pre-written replies for the top 20 questions, kept up-to-date, so agents respond in 30 seconds instead of three minutes.
Knowledge base
Searchable internal docs + a public FAQ for the customer-facing version. Indexed by role and topic.
Reporting
Daily volume, by team, by category. Backlog trend. Time-to-first-response. CSAT survey at close.
Adoption + training
One on-site or remote training session per team, follow-up office hours for the first month, and SOPs your new joiner can read on day one.
Who this is for
Internal IT teams setting up helpdesk for the first time, customer support teams replacing a shared inbox, and operations teams running structured request workflows (asset requests, leave admin, expense approval).
Three stages, no surprises.
Discovery
A 30-minute call to map the workflow that's actually broken. We walk you through what we'd build, what we wouldn't, and a written scope with timeline and milestones.
Weekly sprints
Working prototype by week 2, MVP in staging by week 4–6. Friday demo every week: you see it before it's done, not after. Slack channel + Linear / Jira board you have access to.
Handover + retainer
Go-live with a written playbook, training material per role, and a 30-day office-hours window. Most clients move onto a maintenance retainer for the work that comes after.
Walk us through what's broken.
We'll come back with a plan.
A 30-minute discovery call, free, no deck. We map your workflow, flag what's worth fixing first, and outline a scope with timeline and effort.