Outsourced Help Desk Services for Your Ticketing System

Help desk is $2,000 per level 1 agent and $2,600 per level 2 agent per month. Shift coverage, languages and ticket volume set the number of agents. Your ticketing subscription stays in your own name and is paid by you. How the engagement is structured is set out on the pricing page.

Whatever your users need, agreed at kickoff. We are on UTC+6, which covers Asia-Pacific and European business hours directly, and we staff US shifts where the volume justifies it. Coverage, overlap hours and out-of-hours rules are written into the contract.

Yours. We work inside your own Zendesk, Freshdesk, Jira Service Management, Zoho Desk or HubSpot. The tickets, the macros and the knowledge base stay with you, our agent accounts are named, and they are removed when the engagement ends.

Level 1 is the front line: it answers, logs, triages and resolves anything covered by the runbook. Level 2 investigates application faults, permissions, devices and integrations. Level 3 is your own engineers or the vendor, for code defects and infrastructure changes.

Against targets agreed at kickoff: first response time, first-level resolution rate, backlog age, reopen rate and customer satisfaction. You receive a weekly report with the numbers and the misses, and the targets sit in the contract rather than in a sales deck.

Both, as separate queues. An internal IT desk and a customer support desk share the same mechanics but need different tone, different escalation paths and different knowledge. We scope them separately so that one does not quietly starve the other.

It is escalated with a written handover: what was tried, what was ruled out, the logs, and the user’s own words. Escalation targets are agreed in advance, and the ticket stays open with us until the person who raised it confirms it is resolved.

Go-live follows a fixed sequence, not a fixed date: scoping and access first, then the runbook and knowledge build, then a pilot queue at low volume, then full coverage. Most delays come from access approvals on your side rather than from staffing.

In your own ticketing system, under your account. Nothing is exported to our servers. Only the named agents on your queue hold access, each under an individual account you can audit and revoke, and every account is removed at handover. The NDA and DPA are signed before the first login.

In four steps: 1. We read your ticket history and the incumbent’s runbook, if one exists. 2. We rebuild the runbook and knowledge base inside your own system. 3. Our agents run a pilot queue alongside the incumbent. 4. Coverage transfers queue by queue, and the incumbent’s accounts are closed. Your tickets never leave your tool, so there is no migration.

No. A remote help desk does not cover physical hardware repair, on-premises network or server administration, or production changes outside your written change process. Those stay with your engineers, your vendor or an on-site provider; on-site work in Dhaka sits under our office IT support service.

Only with your written approval, and never unattended. Where AI drafting is used, it runs under our human-in-the-loop review: a named agent checks every draft before it reaches a user, and the review record stays in your ticketing system.

Three things: 1. Named accounts in your ticketing system with the agreed permissions. 2. Your existing documentation, however rough, plus the last few months of tickets. 3. One escalation contact per system and a decision-maker for the runbook. Everything else is built from those.