Frequently Asked Questions

We specialize in setting up and optimizing helpdesk platforms (like Zendesk) for trading and fintech companies. Our services include custom workflows, AI-powered knowledge bases, agent training, and client self-service solutions.

 A Help Desk is a centralized system for managing customer or end‑user issues, questions, and requests. It ensures every inquiry is tracked, prioritized, and routed to the right team member for resolution.

• Ticketing System: Creates, tracks, and resolves support tickets from all channels (email, web form, phone, chat).
   
• Multi‑Channel Support: Integrates email, live chat, phone, social media, and self‑service portals.
   
• Automation & Workflows: Auto‑assign tickets, set priorities, send acknowledgments, and escalate based on SLAs.
   
• Service Level Agreements (SLAs): Define response and resolution targets, with reminders and escalation rules.
   
• Agent Dashboard & Collaboration: Unified view of tickets, internal notes, collision detection, and team chat.
   
• Knowledge Integration: Suggest relevant KB articles to agents and users within tickets.
   
• Reporting & Analytics: Track ticket volume, response times, customer satisfaction (CSAT), agent performance.
   
• Self‑Service Portal: Allows users to submit tickets, check status, and browse FAQs.
   
• User Roles & Permissions: Control access levels for admins, agents, and end users.
   
• Integrations: Connect with CRM, project management, chatbots, and other business tools.
   

A Knowledge Base (KB) is a self‑service library of curated articles, FAQs, and guides that empowers users and agents to find answers quickly without direct support.

• Categorized Articles & FAQs: Organized by topic, product, or department for easy navigation.
   
• Search Functionality: Full‑text indexing, filters, autocomplete, and relevance ranking.
   
• Article Templates & Rich Media: Step‑by‑step guides, screenshots, videos, and attachments.
   
• Versioning & Review Workflow: Draft, publish, and archive articles, with approval processes.
   
• User Feedback & Ratings: “Was this helpful?” prompts, comments, and up/down votes.
   
• Analytics & Insights: Track views, searches, failed searches, and popular content to identify gaps.
   
• Access Controls: Public vs. internal‑only articles, with permission settings.
   
• KB Suggestions: Automatic article recommendations in ticket forms and chat widgets.
   
• Multilingual Support: Translations and localized content management.
   
• Integration with Help Desk: Embed KB in support workflows, chatbots, and web portals.

Yes — we focus exclusively on the trading industry. We understand platforms like MT4, MT5, TradingView, cTrader, and how trader behavior influences support needs.

Our helpdesk setups typically begin with a 2-week timeline, depending on your platform and customization needs. More advanced builds or integrations may take longer, and we’ll confirm exact timelines after our initial discovery call.

We recommend Zendesk due to its flexibility, automation, and AI capabilities.

Yes. We provide:

• Admin onboarding
   
• SOP documentation
   
• Live or recorded training sessions tailored to your use case

Absolutely. We use a mix of AI-enhanced knowledge bases, workflow automations, and customer behavior analysis to help most clients reduce tickets by 30–50% within the first 90 days.

Yes. Many clients choose our monthly retainer packages for:

• Monthly maintenance
   
• New automations
   
• Ongoing team support and reporting

Yes — we follow industry best practices and only work within platforms with end-to-end encryption and full GDPR/CCPA compliance.