Solfreaks SupportDesk is a first-line customer support service that we run on your behalf. Your customers email or open a chat, and one of our agents answers under your brand name, from your support address, in a tone you've approved.
Plenty of small product teams end up with a developer replying to "how do I reset my password" because there's nobody else to do it. That's a poor use of an engineer's afternoon, and the replies are rarely as clear as a trained support person's would be.
What your customers and your team will actually see
- A properly configured helpdesk. We work inside Zendesk, Freshdesk or Chatwoot, or the tool you already pay for, with tags, saved replies and routing rules that match your product.
- Replies under your name. Agents write from your support address using a tone guide we draft with you and you sign off, and customers see Solfreaks nowhere unless you want that.
- A shared knowledge base. Any question we answer more than a couple of times becomes an article, so your help centre grows out of real tickets instead of guesses.
- Written escalation rules. A bug, a payment dispute or an angry message goes to the right person on your side with the steps already reproduced and the customer's details attached.
- Response-time targets. We agree first-reply times per channel and priority, then report against them, including the weeks we missed.
- Language coverage. English and Urdu are the safe starting point; for anything else we talk first and test on sample tickets before promising it.
- A weekly report. It shows volume, response times and the issues that keep coming back, with a note on what we'd fix in the product first.
The first week, and what follows
- Product walkthrough. You show us the product on a call and give us a test account and, if you have them, the last few months of tickets. This usually takes a day or two.
- Playbook. We draft the tone guide, answer templates and escalation rules, and you correct them. This is where we find out what you never want said to a customer.
- Shadow period. Agents draft replies and you approve them before anything is sent, typically for the first week or two. If we aren't sure about something, we flag it instead of guessing.
- Going live. Replies go out directly on the channels and hours we agreed, and you're copied on escalations.
- Monthly tune-up. We go through the report with you, trim the saved replies and move repeat questions into the knowledge base.
Who should hand this over, and who shouldn't
It suits app companies and SaaS teams where support has crept onto the developers, agencies that resell a product and want a competent person behind the support inbox, and small businesses with a steady flow of repetitive questions. Email and chat are the usual channels. We can also cover WhatsApp if you've set it up through the official business platform.
Don't hand it over if most of your tickets need deep technical diagnosis that only the people who wrote the code can do. We'd be forwarding almost everything, which helps nobody. Bugs we can't solve go to your developers, or to us under an app maintenance plan if we look after the app. It's also the wrong fit if you need round-the-clock cover in several languages from day one, or if the replies involve legal, medical or financial advice, because our agents answer product questions and don't advise on any of those. Some teams like to put an AI agent in front of the queue to sort tickets or draft replies. We're open to that, but we'd want a person to read whatever goes out.
What it costs and how soon it starts
Price follows workload. The main drivers are how many tickets you get in a week, which channels we cover (email is cheaper to run than live chat), the hours of cover, the languages, and how much of your product has to be learned before anyone can answer questions about it. A simple consumer app is quicker to learn than a finance product with a lot of settings.
We usually quote a monthly plan with an agreed coverage window and expected volume, plus a review point if you grow past it. Some clients prefer a fixed block of agent hours each month instead, and we're fine with either. The quote follows a short discovery call. Onboarding typically takes one to two weeks before agents reply live without the approval step.
Why hand it to us
Our working day in Rawalpindi overlaps with the Gulf and with UK mornings, and you deal with the person who runs your desk. We build and publish apps ourselves, including on Google Play, which means our agents recognise a failed purchase or a crash on launch when they see one. Your helpdesk account, knowledge base and customer data stay yours and leave with you if you do. If you'd like to know what your inbox would look like with us behind it, tell us about your support volume and we'll say honestly whether we can help.
Open-source tools and references
A few public projects that come up a lot in this kind of work. They belong to other people and teams. We link to them because they are worth a look, not because anyone pays us to.
- chatwoot/chatwootOpen-source customer support platform.
- zammad/zammadOpen-source helpdesk and ticketing system.
- frappe/helpdeskOpen-source helpdesk software.
Frequently asked questions
Will our customers know the replies come from Solfreaks?
Not unless you want them to. Replies go out from your support address or through your helpdesk's branded chat widget, and agents sign with a first name or a team name you choose. We're happy to sign an NDA before we see any customer data, and we don't mention Solfreaks in anything customer-facing without your say-so.
What do you need from us before you start answering tickets?
Admin access to your helpdesk, or a budget to set one up, plus a test account on your product and your past tickets if you have them. We also need a named person on your side for escalations and an hour or two of someone who knows the product in the first week. The most useful input is an honest list of what annoys your customers.
What happens when a ticket turns out to be a bug?
The agent checks it against known issues, tries to reproduce it, and then passes it to your developers using a template you agree on: device, app version, steps, screenshots and the customer's account. The customer gets a plain holding reply meanwhile. We don't fix your code from the support queue, but we can quote for it separately.
Can you cover evenings and weekends?
Coverage hours are agreed per client. We work on Pakistan time, UTC+5, which suits Gulf days and UK mornings naturally. Evenings or weekends in your market can be arranged with a rota, and that affects the price. We'd rather tell you a gap exists than promise round-the-clock cover and miss it.
Who owns the helpdesk data and the knowledge base?
You do. If we set up the helpdesk, the account is opened in your name, and the articles, saved replies and ticket history are yours to export at any time. When the engagement ends we remove our access and delete any working copies we hold. We keep nothing that you can't take with you.
Talk it through with us
Tell us what you are building and where it hurts. You get a straight answer, a plan and a price, and if we are not the right people we will say so.
