Under Maintenance
Help Desk is currently being updated. Please check back shortly.
🛠️
Help Desk
Support Agent Platform
⏱ 00:00
Live
// Support Engine
Case Resolution
1
Case Verification
Confirm CX identity and issue details
⌄
CX ID and Support Code confirmed with CRM
Customer greeted and call confirmed
2
Case Setup
Device details, access mode and service type
⌄
Connected Device Info
Service Type
🔧
Break-Fix / One-Time
Single session fix
🛡️
Service Warranty
Ongoing software support plan
Antivirus / Security
🔴
McAfee
Total Protection
🟢
ESET NOD32
Lightweight AV
🟡
Norton
360 Protection
🔵
Bitdefender
Internet Security
📍
Absolute
Locate, lock, delete
Optimisation & Performance
⚡
Glary Utilities
PC optimiser & cleaner
Microsoft / Office
📦
Office 2024
Perpetual licence
☁️
Microsoft 365
Subscription + OneDrive
Backup & Storage
☁️
Cloud Backup
Carbonite auto-backup
Windows Licence
🪟
Windows New Install
Fresh OS install
⬆️
Windows Upgrade
Version upgrade
Other Software
➕
Other
Specify below
This will be included in add-on installation guidance
📎 Click to attach or drag & drop — screenshot, photo of error, CX message
3
Standard Opening
Connection + system baseline checks
⌄
4
Troubleshooting
AI-generated full workflow — outcome driven
⌄
Building troubleshooting workflow...
5
Add-On Installation
Install and configure products sold
⌄
6
Case Closure
Verify, review, upsell and close
⌄
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.
✅ Service Completion — CX Acknowledgement
"Before I let you go — I want to confirm that everything has been completed to your satisfaction today. The issue has been resolved and all work has been done. Are you happy to confirm that the service has been completed and the device is now working as expected?"
End of Call Checklist
CX confirmed everything is working
Service Completion confirmed and acknowledged by CX
Ask: "Are you happy with the work done today and confirm the issue has been resolved to your satisfaction?"
Resolution summary read to CX
Upsell / cross-sell attempted
Review requested (Google / Trustpilot / Yahoo)
Xperience App — explained and installed
Sales and Support numbers provided to CX
Case / ticket closed in CRM
📋 Case Notes — Copy to CRM