Contact center · Ticket support

Helpdesk and ticket support outsourcing, resolved not just logged

We work your queue. Tickets are triaged, answered and closed in your helpdesk, with clean notes and clear escalation to your specialists.

Get a support quote What we handle

Overview

A queue that keeps moving

Whether you use a helpdesk, a CRM or our ticketing portal, our agents handle first-line tickets end to end: classify, respond, resolve or escalate, and document each step.

First-line ticket resolution
Correct tagging, priority and routing
Internal notes and clean ticket history
Escalation with all the context included

Helpdesk and ticket support — SaaS-Performance

What we handle

Helpdesk & ticket support: services

Triage & routing

Every ticket classified and sent to the right place.

First-line resolution

Common issues solved without involving your team.

Tier-1 technical help

Guided troubleshooting following your runbooks.

Knowledge base upkeep

Articles written and updated from recurring tickets.

Escalations

Complex tickets handed over with a clear summary.

Reporting

Backlog, response and resolution trends.

Typical tasks

Work we take off your plate

Password, access and account issues
Bug reports collected with reproduction steps
Billing and subscription questions
Feature requests logged for your product team

Pay per task, per hour, per contact or with a dedicated team. We quote after a short scoping call.

How we start

From first call to a running team

Access

We get role-based access to your helpdesk.

Runbooks

Playbooks and escalation rules agreed together.

Pilot

A limited queue to measure quality.

Run

Full queue handling with weekly reviews.

Common questions

Helpdesk & ticket support: answers

What does ticket support outsourcing include?

Handling your support tickets from first contact to resolution: triage, replies, troubleshooting, escalation and documentation.

Can you use our helpdesk?

Yes. We can work in your existing helpdesk, or set up a ticketing portal for you.

How do you handle complex tickets?

We escalate them to your specialists with a summary of the issue, the steps already taken and the customer’s details.

What pricing models are available?

Per ticket, per hour or a dedicated team. A pilot is a good way to start.

Otar guides new customers from the first call to going live: setup, data import and team training.

otar.p [at] saas-performance.com

Need help with helpdesk & ticket support?

Tell us your channels, volumes and languages. We will reply with a clear proposal and pricing options.

Book a free demo