Multi-channel intake
Email, chat, phone, portal and ticketing system intake.
Opervics runs help desk operations as a documented, tiered function — intake, triage, resolution, escalation and reporting, with AI assisting and humans deciding.
A help desk is the operational front door for internal or external users — intake, triage, resolution, and escalation. When it runs well, users get fast answers and engineering teams aren't interrupted by routine issues. When it runs badly, everything becomes someone senior's problem.
Opervics runs help desk operations end-to-end: intake across channels, triage using documented rules, resolution against runbooks and knowledge base, and clean escalation only when genuinely needed.
Email, chat, phone, portal and ticketing system intake.
Every ticket classified, prioritised and routed correctly.
Tier 1 and Tier 2 with clear paths to Tier 3.
Faster classification and suggested resolution paths.
Documented resolutions captured and reused.
Volume, resolution rate, escalation rate, CSAT.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Tier 1 doesn't resolve, engineering gets buried.
Tickets sit unclaimed through busy periods.
Same issue classified differently by different agents.
Resolutions live in people's heads, not runbooks.
No visibility on volume, resolution rate, or recurring issues.
No help desk coverage outside core business hours.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Encryption in transit and at rest, role-based access, and least-privilege workflows across every account.
NDA-bound teams, restricted environments, and auditable access logs for regulated services.
AI output is reviewed by trained specialists before it reaches your systems — no blind automation.
Service-specific SLAs, tracking, and audit-ready reporting from day one.
Email, chat, phone, portal and ticketing system intake — individual or combined.
Tier 1 and Tier 2, with structured escalation to Tier 3 (your engineering team or equivalent).
Yes. We operate inside your ticketing platform with role-based access set by you.
Documented runbooks and AI-assisted diagnostics resolve more at Tier 1 and 2, so engineering sees only what genuinely needs them.
QA sampling on every queue, plus weekly reporting on resolution rate, escalation rate, first-response time, and CSAT.
Per FTE, per ticket, or as a monthly retainer — agreed upfront.
A short conversation is usually enough to scope the process and propose a starting point.