HelpDesk
Turn a support mailbox into a real service desk. Every email becomes a tracked ticket with its attachments, routed to the right client and the right technician, with priorities, SLAs, threaded replies and reporting you can put in front of a client.
Tickets
New ticketA managed platform run by Tech911. Contact us for pricing and availability for your team.
Nothing falls through the cracks of a shared mailbox
A support inbox works until two people reply to the same message, or nobody does. HelpDesk gives every request an owner, a priority and a clock.
Email becomes tickets
Mail sent to your support address arrives as a tracked ticket with its attachments, and replies thread back into the same conversation.
Organized by client
Tickets are matched to the right client automatically from the sender’s domain, so every request lands in the right place from the start.
Priorities and SLAs
Set response and resolution targets per client, and see what is close to breaching before it does rather than afterwards.
Replies that look like you
Answer from the console and the client receives a normal email from your support address. They never see the tooling.
Reports worth showing
Volume, response times, resolution rates and workload by technician, per client, ready for a quarterly review.
Microsoft sign-in
Technicians sign in with their Microsoft 365 accounts. No extra passwords, and access follows the roles you already manage.
Point your support email at it and go
Connect the mailbox
Point your existing support address at HelpDesk. Nothing changes for the people emailing you.
Mail becomes tickets
Each message opens a ticket, matched to its client, with attachments preserved and a clock started.
Assign, reply, resolve
Technicians pick up work, reply from the console, and close the loop, with the whole history kept for reporting.
What’s included
- Inbound email to ticket conversion, with attachments
- Automatic client matching by sender domain
- Assignment, priorities, statuses and per-client SLA targets
- Threaded replies sent from your own support address
- Reporting on volume, response and resolution times per client and technician
- Microsoft Entra single sign-on with Admin and Agent roles
- Hosted, maintained and secured by Tech911
For the MSP running this
- Multi-tenant throughout: tickets are matched to a client automatically from the sender’s domain, and each client’s history, SLAs and reporting stay separate.
- Reporting you can hand over: per-client volume, response and resolution reporting you can hand over at a review.
- Monthly, per technician: no minimum count, no annual commitment, and no repricing once your fleet is onboarded.
- We do the migration: we run alongside your current PSA or shared mailbox on one client you choose, until the data proves itself. Then client by client, at your pace.
- Your data stays yours: exportable if you leave, and we will document that before you sign anything.
What it costs you per technician
Ticketing is priced per agent almost everywhere, which punishes you for hiring. HelpDesk is monthly per technician with no ticket-volume charge, so a busy month never costs more. If you are only using a fraction of a heavyweight PSA, this is usually the easiest line to cut.
Give every request an owner
Tell us how your support desk works today and we will get HelpDesk set up around it.