Your queue
is filling up.
We clear it.
A tiered technical desk that lives inside your ticketing system. Tier 1 through Tier 3, staffed by South African engineers and agents who resolve the ticket instead of escalating it.
Three tiers, one team
Most providers sell you a call centre and call it IT support. We staff the full ladder, so a ticket gets solved at the right level instead of bouncing.
Tier 1 · First contact
The volume layer, trained on your product and your top twenty issues. Over 80% of these close on the first interaction, without an escalation. Account access, connectivity, guided walk-throughs, triage and accurate routing.
Tier 2 · Deeper diagnosis
Configuration errors, software bugs and workarounds, remote diagnostics, and the things that need someone to actually read the logs and write a clean reproduction.
Tier 3 · Engineering grade
System architecture questions, API and integration issues, security incidents and root cause analysis, handled by people who can hold their own with your developers.
Every issue lands in one queue and gets worked to close
This is a ticket led desk. Whatever channel an issue arrives on, it is logged, tracked against your SLA and closed inside your ticketing system.
The ticket queue
We work inside your existing ticketing system, on your queues, your priority rules and your service levels.
Email intake
Support inboxes are triaged into tickets and answered with clear written steps the user can act on.
In-app and live chat
Chat and in-app messages are handled live, then logged as tickets so the history stays in one place.
Knowledge base and self-service
Agents write and update help articles from real tickets, so common issues get solved before they hit the queue.
Monitoring and alerts
Alerts from your monitoring tools raise tickets the desk triages and works to your runbook.
Phone for the urgent cases
When an issue needs a voice on it, agents pick up, then log the call and the fix as a ticket.
A support desk that works in your tools
The desk is staffed, trained and supervised by us, and it lives inside your stack rather than beside it. Agents learn your product before they take a single ticket, then work your queues and your escalation paths.
- Your queues, your priority rules, your service levels
- Escalations arrive at your engineers with the diagnosis already done
- Runbooks and knowledge base articles updated as fixes happen
- Cover that extends your day without night shifts
- Team leads and quality assurance included in the rate
A technical desk with real queue discipline
Agents are trained on your product before they take a ticket. Here is how the desk is run once your team is live, and how it holds up as volume grows.
SLA and queue discipline
Tickets are worked to your priority rules and response targets, and the queue is reported on daily rather than at month-end.
Escalation and handover
Tier 3 owns architecture, API and security work. When a ticket needs your engineers, it reaches them through your escalation path with the diagnosis already done.
Ticket quality and reproduction
Every escalated ticket carries steps to reproduce, logs, environment detail and what has already been ruled out.
Runbooks kept current
Fixes are written up as they happen. Runbooks and knowledge base articles are updated weekly so the next agent closes it in one touch.
White label, from the first reply to the last invoice.
We recruit, train, house and manage your dedicated team at our Somerset West facility. They work in your systems, answer as you and report to your KPIs. Most of our clients’ customers have no idea we are here.
A technical desk that runs where the talent is
Your support day, extended
South African hours line up with the UK and overlap the US working day. Tickets raised overnight are picked up early, so the queue is already moving before your own team logs in.
Eight languages on the queue
Tickets, chats and calls are handled in eight languages, with every agent tested to C1. Written English is strong enough for clear ticket notes and step by step instructions users can follow.
A deep technical bench
3,800 pre-screened people sit in the talent pool, so all three tiers are staffed from real technical experience. Teams are trained and live in about 14 days from our Somerset West facility.
Our churn sits at 7%. The industry runs at 30 to 37%.
On a technical desk, that shows up in the tickets. Agents build real depth in your product, so fewer issues climb to Tier 2 or land on your engineers. Runbooks and knowledge base articles stay current because the people who wrote them are still here. Your team explains the system once, not every quarter.
What a technical desk actually costs
Set the tier split and the ticket volume and you will see roughly what the desk comes to each month. Bring that number into the conversation with us.
Agents per tier
Tier 1, Tier 2 and Tier 3 split
Ticket volume
Monthly tickets across all channels
Hours of cover
Business hours or extended
Product training
Time to get the desk fluent
Before you ask
Is this a ticket desk or a phone desk?
A ticket desk. Everything is logged, tracked against your SLA and closed inside your ticketing system, whether it arrived by email, chat, an alert or a phone call.
Do your agents actually know our product?
They are trained on it before they take a single ticket, and because our churn sits around 7% that knowledge stays on the desk. Runbooks and knowledge base articles are kept current by the same people who wrote them.
Which ticketing systems do you work in?
Yours. Zendesk, Jira Service Management, Freshservice, HubSpot, ServiceNow and others. We work in your instance so your reporting and history stay in one place.
How do you handle escalation to our engineers?
Through your existing escalation path, with the diagnosis done. Every escalated ticket carries steps to reproduce, logs, environment detail and what has already been ruled out.
Can you cover outside our business hours?
Yes, and it is agreed up front and staffed properly rather than left to an on-call rota. Extended and weekend cover are both available.
What size companies do you work with?
Anything from a two-person desk supporting one product to a full three-tier operation. Ticket volume and the complexity of your stack tell us far more than company size does. Share a month of ticket data and we will map the desk to it.
Send us your ticket queue.
Leave with a plan.
Show us a month of tickets and we will come back with the tier split and the headcount to match.