Service desk
Give every customer or employee request an owner, a priority and a deadline.
The problem
Support requests arrive through every channel, nobody knows the backlog, and urgent issues wait behind routine ones.
Overview
We implement or build service desks with omnichannel intake, routing, SLAs, knowledge bases and reporting — for customer support, IT or internal services.
Approach
- 01
Analyse current request types and volumes
- 02
Design categories and routing
- 03
Create knowledge articles for common requests
- 04
Pilot with one team
Capabilities
Omnichannel intake
Email, portal, chat and WhatsApp.
SLA management
Timers, escalation and breach alerts.
Knowledge base
Self-service answers.
AI assistance
Draft replies for agent review.
Typical components
What a solution like this is usually made of.
- Ticketing system
- Customer or employee portal
- Knowledge base
- Reports
Intended outcomes
What the solution is designed to achieve. Results depend on your starting point.
- Predictable response times
- Visible backlog
- Fewer repeat questions
Services involved
Helpdesk and service desk solutions
Customer and IT service desks: ticketing, routing, SLAs, knowledge bases, self-service portals and channel integrations.
IT support
Remote and scheduled on-site support for users, devices, email, accounts and business applications with tracked tickets.
Chatbot development
Website, app and WhatsApp chatbots — rule-based or AI-powered — with knowledge grounding, human hand-off and analytics.
Generative AI
LLM-powered features: retrieval-augmented assistants, content drafting, summarisation and search over your documents with evaluation and guardrails.
Shape this solution around your organisation
We start with a short discovery conversation, then propose the smallest version that proves value.