Help desk support
A real person on your tickets, with the facts already gathered.
Our help desk is people. When you call, email or log a ticket, a technician works it, while Bob and a fleet of AI agents have already read it against live monitoring, matched it to your computer and pulled the history.
- Phone
- (888) 851-0237, a short menu, then our team
- If no one picks up
- Bob answers, takes your name, company and problem, and logs the ticket
- Email or ticket
- logged as it arrives and matched to you
- Who works it
- a technician, with the facts already gathered
- Risky changes
- wait for a person to approve
- Deleting things
- never, without a person
- Times
- no response or fix time is promised here
What it covers
The everyday help your team needs, and the rest of it.
A help desk should make the small things disappear and the big things get a person. This is how ours is set up.
Everyday questions and fixes
Passwords, printers, email, a program that will not open, a question about how to do something. Ask in plain words and a technician helps.
Problems found before you call
Monitoring watches your computers and servers, so many problems are logged, and often fixed, before anyone has to pick up the phone.
Requests done the same way every time
A new starter, a leaver, a new licence or access to a folder is one request, with the same steps every time.
Fixed remotely first
Most issues are solved without a trip. When something needs hands on the hardware, we send someone (see onsite support).
The hard ones get a person
Anything unusual, risky or upsetting is worked by a technician who knows your setup. Nothing risky happens without a person saying yes.
A record of everything
Each ticket keeps what was reported, what was tried and what was done, so the next person starts with the facts.
Why it works
People first, with a fleet behind them.
A human works your ticket
A technician owns the conversation with you. Bob and the fleet do the reading, gathering and routine work around it.
The facts are already gathered
Before a technician opens your ticket, it has been read against live monitoring data and matched to your company and computer.
Work starts when the ticket is logged
Minute 0 is the moment a request becomes a ticket. We do not promise a fix time, because honest ones depend on the problem.
Routine requests do not wait
The repetitive parts are done by the fleet, so a technician is not typing the same steps again.
How a ticket moves
From your first words to a closed ticket.
You ask
By phone, email, or a ticket. Outside office hours, the phone menu lets you create a ticket for the on-call team.
It is logged
Your name, company and problem are recorded, and the ticket is matched to you and your computer.
It is read
The fleet reads it against live monitoring data and your history, and prepares what a technician needs.
A technician works it
A person picks it up with the facts gathered, fixes what can be fixed remotely, and keeps you posted.
It is closed with a note
What was found, what was done and the time spent are written down on the ticket.
When it needs hands
Remote first. A person on site when it counts.
Some problems need someone in the room. That is onsite support, from the same team, with the ticket history in hand. To see who works behind your technician, meet Bob and the fleet.
Works well with
Related services.
Onsite Support
Someone on site anywhere in the US
Read more →AI RMM
Monitoring that fixes the routine
Read more →Bob, the AI fleet
The agents behind your tickets
Read more →Offices near our locations in Florida, Colorado, Connecticut and Georgia, and someone on site anywhere in the country. All managed IT services.
Tell us what keeps slowing your team down.
Book a conversation. We will say plainly how the help desk would work for you.
(888) 851-0237