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How to run a support desk that keeps its promises

Practical guides on ownership, SLAs, routing and measurement. Useful whichever tool you end up choosing.

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Guides

Free to read, no sign-up, no gated PDF.

What Is a Help Desk?

Tickets, queues, SLAs and portals - and how a help desk differs from a shared inbox or a CRM.

Help Desk Best Practices

Twelve practices that separate a desk that keeps its promises from one that apologises.

How to Set Support SLAs

Choosing targets, business hours and pause rules your team can keep - with worked examples.

Shared Inbox vs Help Desk

The six signs a shared mailbox has stopped working, and what to look for next.

Customer stories

What changed, and the numbers behind it.

Lending: Every Customer Email Approved

How a lender put maker-checker on customer email without slowing the desk down.

SaaS: First Response From 19 Hours to 3

Business-hour SLAs, routing and a dashboard that showed who was waiting.

E-Commerce: Peak Season With New Agents

Twenty temporary agents drafting from day two, with leads approving refunds.
Frequently asked

Questions people ask before they start

They are written by people who build a help desk, so they are not neutral. But they are written to be useful whichever tool you use - the ownership, SLA and measurement advice applies regardless.

If you are still on a shared mailbox, read shared inbox vs help desk. If you already have a help desk and it is not working, read best practices. If you are about to make promises to customers, read the SLA guide.

Reading about it is cheaper than a migration. Doing it is better.

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