Service Desk & Multi-Channel Support

A modern service desk unifies all customer support channels into a single, streamlined platform. Instead of scattered support requests across email inboxes, chat tools, social media, and phone systems, every customer inquiry becomes a tracked ticket in one centralized system.

Multi-channel support ensures customers can reach you however they prefer. Email tickets, live chat conversations, phone calls, and social media mentions all flow into the same ticketing system. Support agents see complete conversation history regardless of channel, providing consistent, context-aware service.

Automated ticket routing ensures the right agent handles each request. Rules route tickets based on product, issue type, customer priority, or agent expertise. SLA management tracks response and resolution times automatically, escalating tickets that approach deadlines to prevent SLA violations.

Self-service knowledge bases empower customers to solve common issues without contacting support. Searchable articles, FAQs, and how-to guides deflect routine questions while improving customer satisfaction. Support agents leverage the same knowledge base to respond faster with consistent, accurate information.

We have implemented service desk systems handling over 100,000 tickets per month while maintaining sub-2-hour first response times and 92% customer satisfaction scores. Our success comes from designing systems that make agents more efficient while providing customers with fast, helpful service.

Our approach prioritizes agent experience alongside customer experience. Clunky ticketing systems frustrate agents and slow response times. We design intuitive interfaces, keyboard shortcuts, canned responses, and automation that help agents work faster without sacrificing quality. Happy agents deliver better customer service.

We build for omnichannel reality. Customers do not care about your internal systems—they expect seamless service whether they email, chat, call, or tweet. Our service desks provide agents with complete customer context across all channels, eliminating the frustration of customers repeating themselves.

Integration with your CRM means complete customer context at agents' fingertips. Support agents see purchase history, previous tickets, communication preferences, and account details without switching systems. This context enables faster resolution and more personalized service.