01 · Virtual Customer Care
Helpdesk and Ticketing
Every request captured as a ticket with an owner, a deadline and a visible status.
Virtual Customer Care
Helpdesk and Ticketing
Every request captured as a ticket with an owner, a deadline and a visible status.
Showing 1 of 5
- 1Configure the desk
- 2Agree service levels
- 3Staff and train
- 4Handle and escalate
- 5Report and improve
What We Do for You
- Set up the helpdesk with your categories and priorities.
- Write the service level targets with you.
- Staff the queue with trained agents in your tone.
- Escalate to your team by an agreed, written path.
- Report weekly on volume, response time and backlog.
How this is bought: Bought as a monthly managed service on a rolling term, with a written service schedule. Build an estimate for your case.
Queue hours and response targets are agreed per client in the service schedule.
Our Approaches Explained
Ticket lifecycle
New, assigned, in progress, waiting, resolved, closed - with a rule for each step.
Priority and service levels (SLA)
How fast each class of request is answered and resolved, agreed in writing.
Categorisation and tagging
Grouping requests so recurring causes become visible.
Knowledge base and canned replies
Approved answers reused, so quality does not depend on who replies.
Escalation matrix
Who is contacted, when, and by what route when a ticket exceeds its target.
Backlog and ageing control
Watching the oldest tickets, not just the newest.
The Standards We Work To
ITIL service desk practiceSLA and OLA definitionsCSAT and first contact resolution measures
We follow the structure and controls these standards describe. We do not claim to be certified against them - where you need a formal certificate, we prepare the evidence and an accredited body performs the audit.
What You Get
- Configured helpdesk
- SLA and escalation matrix
- Knowledge base of approved answers
- Staffed queue coverage
- Weekly service report
Requests captured as tickets100%
First responses inside target91%
Backlog older than target8%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.