🛠️

Help Desk

Support Agent Platform

Live

// Support Engine

Case Resolution

Case Verification

Confirm CX identity and issue details

⌄

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

⌄

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

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

Standard Opening

Connection + system baseline checks

⌄

Notes from Opening Checks (optional)

Troubleshooting

AI-generated full workflow — outcome driven

⌄

Building troubleshooting workflow...

Add-On Installation

Install and configure products sold

⌄

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.

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.