Queues, SLAs, and knowledge base—IT and customer support on one rails with automation that routes work instead of hiding it in email.
Tickets that stay accountable—from first contact to root cause and change record
We implement intake from email, chat, portal, and API with consistent ticket records. SLAs, escalation paths, and on-call rotations surface breaches before customers escalate on social. CMDB-light asset links and change workflows help IT teams; customer support gets satisfaction surveys and macros without losing personalization.
01 // THE MANDATE
Queues, SLAs, and knowledge base—IT and customer support on one rails with automation that routes work instead of hiding it in email.
We implement intake from email, chat, portal, and API with consistent ticket records. SLAs, escalation paths, and on-call rotations surface breaches before customers escalate on social.
CMDB-light asset links and change workflows help IT teams; customer support gets satisfaction surveys and macros without losing personalization.
02 // ENGINEERING
Development process
Structured phases—from discovery to launch—with clear ownership and handoff points.
Support process mapping (weeks 1–2)
Core ticketing (weeks 2–8)
SLA & automation (weeks 6–12)
Knowledge & CSAT (weeks 10–14)
Rollout (weeks 14–16)
Operate (ongoing)
03 // CAPABILITIES
Core Capability Matrix
The building blocks of your solution
Channels
email-to-ticket, web portal, embedded chat widget, SMS optional.
Queues
team-based routing, round-robin, skill tags, and after-hours rules.
SLAs
first response, resolution clocks, pause reasons, breach alerts.
Knowledge
articles with versioning, deflection suggestions, and feedback loops.
Automation
triggers on create/update, webhooks to Slack/Teams, auto-assign.
Assets
link tickets to devices/services for IT; lightweight CMDB.
Changes
optional RFC-lite workflow for production-impacting work.
CSAT
surveys, NPS hooks, and quality review sampling.
Reporting
backlog aging, SLA compliance, agent workload, channel mix.
Permissions
agents, leads, admins; customer portal roles for B2B accounts.
04 // DELIVERY LIFECYCLE
The strategic roadmap
Milestones and checkpoints—each phase has a clear outcome before the next begins.
Weeks 1–2: Scope, categories, SLA matrix.
Weeks 3–7: Core ticketing live for pilot team.
Weeks 6–11: SLAs + automation; portal for customers.
Weeks 10–14: Knowledge base; CSAT; broader rollout.
Ongoing: New integrations; workflow tweaks; reporting for leadership.
05 // PRODUCT SCOPING
Choosing your path
Two engagement models—start lean and iterate, or commit to a full platform build from day one.
MVP
Speed & essentialism
Full product
Enterprise maturity
06 // PARTNERSHIP
Why work together
A single accountable partner across strategy, build, and go-live—not a revolving door of vendors.
End-to-end ownership: discovery, architecture, implementation, and launch—with clear communication and production-grade engineering.
- Discovery & alignment
- Systems that scale
- Implementation depth
- Clear comms
07 // CLARITY
Frequently asked
Custom when pricing, data residency, or embedded UX in your product require ownership—otherwise we integrate with a leader and build the gaps.
08 // MORE SOLUTIONS
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Tell me about your product goals and timeline—I'll respond with a clear path forward.