Operations & Customer Service
Helpdesk & Ticketing Setup
Set up a shared support inbox and ticketing workflow to categorise, assign and track customer requests—with practical training and a tested handover.
- One shared inbox for one channel
- Up to 5 agents with clear assignment
- Tested setup and team training
Delivery: Initial working setup within 7 business days; final handover within 10 business days of receiving access and approvals.
Bring customer requests into one clear workflow
When customer requests are scattered across personal inboxes, ownership and status become hard to track. We configure a suitable existing helpdesk platform with one support email, clear priorities, ticket assignment and hands-on team training—from intake to closure.
What’s included
What's included
- One requirements session to map the channel, ticket statuses and support team.
- Configure one support workspace and one shared inbox for an existing support email channel.
- Set up up to five agents with basic permissions available in the selected plan.
- Configure four core ticket statuses and three priority levels.
- Configure up to two assignment groups and three simple assignment rules, without custom automation.
- Test intake, assignment, status updates and closure using a sample ticket, with a test record.
- Provide one live training session of up to 60 minutes and a concise operating guide.
- Include one consolidated revision round and correction of setup defects reported within seven days of handover.
Not included
- Helpdesk subscriptions, agent licences and paid app charges.
- WhatsApp, telephony, social channels or additional inboxes beyond the agreed email.
- SLA timers and advanced escalations; X-14-05 is separate.
- Knowledge base, website intake form and client portal; separate services.
- Legacy-ticket migration, custom reporting and customer surveys.
- Responding to customers, managing the support team or guaranteeing response times.
- Custom code, API integrations or advanced automation not covered by the chosen plan.
What we need to start
- Temporary secure admin access to the agreed helpdesk platform, or authorization to create it.
- An existing support email with permission to verify ownership and configure mail flow.
- Up to five agent names, access roles and desired assignment groups.
- Approved statuses, priorities and assignment rules from the support owner.
- One designated approver for setup, testing and final handover.
- A suitable subscription supporting required ticketing and routing features, paid separately.
FAQ
Frequently asked questions
Does the price include helpdesk subscriptions?
No. The fee covers setup and training. The platform provider bills licences, seats and paid apps separately.
Can you also connect WhatsApp and phone support?
The base package covers one support email. Additional channels need a separate quote and a platform-plan check.
How many support agents are included?
Up to five agents, two assignment groups and three simple routing rules.
Are SLA response timers and escalations included?
Basic ticket priorities are included; response-time and escalation policies are covered by the separate X-14-05 add-on.
Will you migrate historical tickets?
Historical migration is excluded and can be assessed under X-14-11 after reviewing the legacy system.
Will MartGain reply to customer tickets?
No. We configure the system and train your team; ongoing customer support operations are not included.
How do you verify the system works?
We test a sample ticket from intake through assignment, status change and closure, then hand over the results.
Does the package include a customer-facing portal?
A custom client portal is not included. X-14-07 is separate and requires technical and pricing validation.
Give every support request a clear owner and status
Tell us your current support channel, team size and preferred platform. We will confirm fit with the package before agreeing the implementation and delivery.