Home / Helpdesk setups
Our workHelpdesk setups, configured past the defaults.
Most helpdesks are switched on and left on their default settings. These are examples of the operational layer we build underneath: service levels, automations, escalations, categories, surveys and a connection to the store.
- Freshdesk
- SLA policies
- Automations
- Escalations
- CSAT surveys
- Shopify integration
No helpdesk budget? We also set up smaller businesses on WhatsApp Business, saved replies and FAQs, so every message gets answered and nothing is lost, without expensive software.
Every ticket has a clock, and the clock matches its priority.
An SLA policy decides how fast each type of issue gets a first reply and a resolution. Without one, urgent tickets wait in the same queue as simple questions.
Response and resolution targets by priority
Four priority levels, each with its own first response and resolution target, all running on business hours so the clock only counts when the team is working.
- Urgent: first response in 15 minutes, resolved within 3 hours
- High: 30 minutes and 6 hours
- Medium: 1 hour and 24 hours
- Low: 2 hours and 32 hours
A policy the team can read, not just follow
The Vellora Standard SLA includes a written explanation of why wrong items and damaged goods are treated as urgent, and when the policy applies. Agents understand the reasoning, so they apply it consistently.
Vellora Cosmetics is a self-built demonstration project.
The helpdesk does the chasing, so agents do the solving.
Automations handle the routine follow-up that agents forget on busy days. Escalations make sure a missed deadline reaches someone who can act on it.
Tickets that close themselves, properly
Three rules keep the queue clean without anyone touching it.
- Resolved tickets close automatically after 48 hours
- Customers get a reminder when a ticket is waiting on their reply
- Tickets with no customer response close automatically
Escalation when a target is missed
When a first response or resolution target is missed, the ticket escalates immediately to the assigned agent and moves up a level, so nothing quietly goes overdue.
Know what customers contact you about, and how they felt afterwards.
Clean ticket categories turn a pile of conversations into reporting you can act on. A well-built survey tells you why, not just a score.
Ticket categories built for e-commerce
Every ticket is tagged with one of seven categories matched to how an online store actually gets contacted.
- Order Status, Returns and Exchange, Refund Request
- Sizing and Fit, Damaged or Wrong Item
- Delivery Delay, Product and Stock Enquiry
A survey that asks the right follow-up
The satisfaction survey shows a different follow-up question depending on whether the rating was positive, neutral or negative, so every answer comes back with context.
Agents see the order without leaving the ticket.
When the helpdesk and the store are connected, agents stop switching screens to find order details, and customers get faster, more accurate answers.
Order, payment and fulfilment beside the conversation
A customer reports an order not received. The agent sees the latest order, what it contained, its payment status and its fulfilment status on the same screen, and can answer without searching.
Customer names blurred. Vellora Cosmetics is a self-built demonstration project.
Self-service inside the store
The Freshdesk help centre is built into the Shopify store. Customers can search articles or submit a ticket without leaving the shop, and every request lands in the same queue.
Is your helpdesk running on defaults?
Book a free 20-minute review. Tell us which tool you use and where it is falling short, and we will show you what would make the biggest difference.