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Help Desk

Support Agent Platform

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// Support Engine

Case Resolution

Case Verification

Confirm CX identity and issue details

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CX ID and Support Code confirmed with CRM

Customer greeted and call confirmed

Issue as per CRM

Any additional issue described by CX?

Attach Image from CX (optional)

📎 Click to attach or drag & drop — screenshot, photo of error, CX message

Case Setup

Device details, access mode and service type

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Access Mode * — Select before proceeding

Device Type

Brand

Operating System

OS Version

RAM

Storage Type

Device Age

Products / Service Sold

Service Type

BREAK-FIX / ONE-TIME

SERVICE WARRANTY

Antivirus / Security

McAfee

ESET

Norton

Bitdefender

Absolute Protection

Optimisation

Glary / PC Optimiser

Microsoft / Office

Office 2024

Microsoft 365

Backup & Storage

Cloud Backup

Windows

Windows New Install

Windows Upgrade

Other Software

Other

Standard Opening

Connection + system baseline checks

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Notes from Opening Checks (optional)

Troubleshooting

AI-generated full workflow — outcome driven

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Building troubleshooting workflow...

Add-On Installation

Install and configure products sold

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Case Closure

Verify, review, upsell and close

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Session Outcome

Work Done

✅ CX Verification — Say This

I have completed all the work on your device today. Can you please take a moment to check that everything is working as expected and let me know if it is all looking good from your end.

⭐ Review Request — Say This

I am really glad we got that sorted for you today. If you have a moment, we would truly appreciate a quick review on Google, Trustpilot or Yahoo — it genuinely helps our team and takes less than a minute.

End of Call Checklist

CX confirmed everything is working

Review requested (Google / Trustpilot / Yahoo)

Upsell / cross-sell attempted

Xperience App — explained and installed

Sales and Support numbers provided to CX

Case / ticket closed in CRM

// Quick Reference

Known Issues

Common recurring problems — instant results, no API.