Managed service desk, L1 to L3, inside your stack.

We take your customer support off your hands. We answer your customers for you and run your service desk end to end: intake and triage at L1, reproduction and fixes at L2, engineering escalation at L3. We work in your ticketing system, under your brand, and every escalated defect reaches your developers with environment, logs and steps to reproduce.

Talk to an engineerSee the scope
  • L1, L2 and L3 in one team
  • Runs in your ITSM and CRM
  • Incident, request and problem workflows
  • Defects filed with logs and repro steps
Scope

Six service lines. One desk.

Staffed to your ticket volume and priority mix. Start with one line or hand over the full desk. Scope, hours, languages and channels are set per client, and pricing is quoted after a short audit.

  • L1

    L1 service desk

    First-line intake, triage and resolution across email, chat and portal, in your macros and tone.

    • Ticket intake, categorisation and priority
    • Resolution from known errors and the knowledge base
    • Replies under your brand, macros kept current
  • REQ

    Request fulfilment

    Transactional requests closed end to end in your back office.

    • Order status, returns and refunds
    • Invoices, failed payments and plan changes
    • Cancellations through your retention workflow
  • IAM

    Identity and access

    Identity requests handled with verification before any change is made.

    • Password and MFA resets
    • Account verification and recovery
    • Role, group and permission changes
  • L2

    L2 technical support

    Engineers who reproduce the fault before they answer.

    • Login, SSO, sync and integration errors
    • API, webhook and configuration issues
    • Device, browser and network diagnostics
  • L3

    L3 escalation engineering

    Triage that protects your developers' time.

    • Logs, environment and steps to reproduce
    • Duplicates linked, severity assigned
    • Issues filed in your tracker, ready to fix
  • PRB

    Problem management

    Repeat incidents traced to their cause, reported weekly.

    • Repeat incidents grouped by root cause
    • Contact-reason and trend analysis
    • Defects ranked by ticket volume
Escalation

Every tier adds evidence. Nothing is just forwarded.

A ticket only moves up when the tier below has done its part, and it arrives in a fixed format your engineers can act on.

  1. L1TriageCategorise, prioritise, resolve from known errors or collect the facts.
  2. L2ReproduceReproduce in a matching environment, apply workarounds, capture logs.
  3. L3DiagnoseIsolate the component, link duplicates, set severity and impact.
  4. DEVYour engineeringReceives a complete issue in your tracker; we confirm the fix with the customer.
escalation.json
{
  "id": "INC-1044",
  "severity": "P1",
  "environment": "prod · eu-west",
  "version": "web 4.12.0",
  "repro_steps": 5,
  "expected": "200 OK",
  "actual": "502 Bad Gateway",
  "attachments": ["har", "server.log"]
}
Stack

We work in your tools. No migration.

Your ticketing, chat, monitoring and code platforms stay as they are. We join them with the access you grant.

  • Jira Service Management
  • ServiceNow
  • Zendesk
  • Freshdesk
  • Intercom
  • HubSpot
  • Salesforce Service Cloud
  • Slack
  • Microsoft Teams
  • Sentry
  • Datadog
  • GitHub
  • Freshservice
  • Zoho Desk
  • Help Scout
  • Front
  • Gorgias
  • Kayako
  • LiveChat
  • PagerDuty
  • Opsgenie
  • Grafana
  • Linear
  • GitLab
  • Confluence
  • Notion
  • Microsoft 365
  • Google Workspace
  • WhatsApp Business
  • Twilio
Onboarding

How we take over a desk

A staged handover, so no ticket is dropped on day one.

  1. 01

    Audit

    We read your ticket history, macros, policies and tools, and map every contact reason.

  2. 02

    Playbook

    Runbooks, escalation paths and verification rules are written down and approved by you.

  3. 03

    Shadow and go live

    Our engineers work alongside your team first, then take over the queue tier by tier.

  4. 04

    Run and review

    Weekly quality and problem reports; runbooks change as your product changes.

Ready to work together?

or open the detailed contact form