A helpdesk your clients can find
A client of a small IT firm rarely leaves because a printer took two days to fix. They leave because for two days nobody told them anyone had seen the request.
Requests arrive by phone, in a messenger, in a forwarded email to whoever the client happens to know. Each one is answered — eventually, by someone — and none of them is visible to anyone else, the client included. A helpdesk fixes the visibility before it fixes anything else.
Every request is a ticket with a clock
A ticket has an assignee, a priority and a first-response deadline. Set the first-response time per priority — an hour for urgent, a working day for normal — and every ticket carries its own deadline from the moment it opens. When the deadline passes without a public reply, the ticket is marked as breached and the people who should know are told.
The queue has a tab for exactly those tickets, filtered further by assignee, status and priority. Monday morning starts there, not with a search through four inboxes.
The client sees it too
Each client has an account on setvos.com. In it they open a ticket, attach a screenshot, answer your question and see where the ticket stands. When your engineer posts a public reply, the client gets it by email with a link back to the ticket. Internal notes stay internal.
The answer “we are on it” sent within the hour is worth more than the fix delivered without a word.
Clients who prefer email can keep emailing: connect your support mailbox to the shared inbox, and the conversation is kept there, assigned to someone, with replies sent from the same address.
Put the contract next to the tickets
- The client company with its people, matched by email domain, and your own fields for the equipment you look after.
- The monthly maintenance invoice drafted on its date with the same lines, ready to send with a payment link.
- Paid and open invoices visible in the client’s own portal, beside their tickets.
That last part changes renewal conversations. A client who can see twelve tickets answered on time and twelve invoices paid has a different view of the contract than one who remembers the one outage.
Visits on site
Some tickets end with a visit. Book it as an ordinary booking in the engineer’s diary, with the address in the notes; the client gets a reminder before it, and the engineer sees the day in their diary, in the browser on any phone.
Where to start
Add your client companies, set the first-response times, and invite the three clients who call you most to the portal. Their tickets will show you within a week whether the deadlines you promised are the ones you keep.