Help Desk & Support Portal
Your own private, self-hosted support platform — deployed and fully managed by SoftSol on your own infrastructure. Multi-channel ticketing, SLA management, a client-facing portal, and a shared knowledge base, all under your control. No third-party cloud access to your support data.
What’s included
Multi-Channel Ticketing
Tickets raised by email, web portal, or phone are routed into a single managed queue. No request falls through the cracks regardless of how it arrives.
Client-Facing Portal
Your clients log in to a branded web portal to create, track, and update their own support tickets. Full visibility of open and resolved requests without needing to call or email.
SLA Management
Configurable response and resolution targets with automated escalation when deadlines approach. SLA performance is tracked and reported so accountability is built in.
Knowledge Base
A searchable library of solutions, guides, and FAQs your clients can browse before raising a ticket — and your agents can reference for consistent, accurate replies.
Agent Workspace
Internal notes, ticket assignment, team views, and collaboration tools keep agents organised and ensure nothing is handled twice or dropped between shifts.
Reporting & Analytics
Ticket volumes, response times, resolution rates, and agent performance — all visible through a reporting dashboard so you can manage your support operation by data.
Optional Add-On
AI Integration
Augment your help desk with AI assistance on both sides of every ticket — helping clients communicate more clearly and helping agents respond faster and more accurately.
The AI add-on works quietly in the background, improving communication quality without changing how your team or clients use the help desk. It does not replace agents — it makes every agent faster and every client request easier to handle.
AI Ticket Assistant (client-side)
As a client types their support request, the AI assistant works in real time to help them communicate the problem clearly and completely.
- •Restructures vague or rushed descriptions into clear, structured summaries
- •Prompts for missing details — error messages, when it started, what was tried
- •Suggests relevant knowledge base articles before the ticket is submitted, reducing unnecessary tickets
- •Auto-tags and categorises the ticket so it reaches the right agent immediately
AI Agent Assist (agent-side)
When an agent opens a ticket, the AI immediately analyses it and provides context and a suggested reply — so agents spend their time solving problems, not composing emails.
- •Drafts a suggested reply based on the ticket content, knowledge base, and similar past tickets
- •Summarises long or complicated ticket threads so agents have instant context without reading everything
- •Suggests tone improvements — professional, clear, and on-brand regardless of who is typing
- •Flags tickets likely to escalate based on sentiment and content, before the client complains
Hosting & management
- •Self-hosted on your own infrastructure — your support data does not leave your environment. Deployable on SoftSol-managed cloud VPS or your own on-premises server.
- •Fully managed by SoftSol — updates, security patches, SSL certificates, and backups are handled on your behalf. You focus on support, we manage the platform.
- •Custom domain & branding — the portal runs on your own domain with your logo and brand colours. Your clients see your brand, not a third-party product name.
- •Email integration — inbound and outbound email configured on your own domain. Replies from agents arrive from your business address, not a generic ticketing service.
Ready to take control of your support platform?
Contact SoftSol to discuss deployment, customisation, and whether the AI add-on is the right fit for your team.
Contact SoftSol