Managed Help Desk
A proper support inbox without the per-seat bill
When customer emails land in one shared mailbox, messages get missed, doubled up or answered twice. A help desk fixes that. We run a private, open-source help desk for you on an Australian server, so your team gets the tools without the growing subscription.
Why a shared mailbox stops working
A shared mailbox is fine when one person looks after it. Once two or three people are involved, the cracks show. Nobody is quite sure who is replying to which customer, emails are marked as read and then forgotten, and there is no easy way to see what was said last time.
A help desk turns those emails into conversations that can be assigned, tracked and closed. Everyone can see who is handling what, add private notes for colleagues and pick up where someone else left off. Customers still just send an email, so nothing changes for them except faster, more consistent replies.
Your own help desk, hosted in Australia
Popular help desk services charge per user, per month. That is manageable for a couple of people, but the bill climbs quickly as your team grows or when you want occasional staff to have access. You also have limited say over where your customer conversations are stored.
We take a different approach. We install a well-established, open-source help desk such as FreeScout on a private server located in Australia, set up just for your business. Your customer conversations stay on that server, not mixed in with thousands of other companies on a shared platform.
Because the software is open source and the server is yours, there is no per-seat licence. Add as many team members and mailboxes as you need for the same flat monthly fee.
We set it up and look after it
Self-hosting usually means someone has to manage servers, updates, backups and security. That is the part we take care of. We configure the help desk, connect your existing mailboxes, set up your team and apply your branding to replies.
From then on we keep the software and server updated, monitor uptime, run regular backups and step in if anything goes wrong. You get the benefits of owning your help desk without needing technical staff to run it.
If you already rely on us for hosting and maintenance, the help desk fits neatly alongside. It can also be connected to AI automation to suggest replies or sort incoming messages, with your team always making the final call.
What is included
Everything you get
Shared inbox
Assign, track and close customer emails so nothing slips through the cracks.
Unlimited users
Add your whole team without paying more for every extra login.
Australian hosting
Your help desk runs on a private server located in Australia.
Notes and collision alerts
Private notes for colleagues and warnings when someone else is already replying.
Saved replies
Reusable responses for common questions, keeping answers quick and consistent.
Fully maintained
Updates, backups, security and monitoring handled by us every month.
Process
How it works
- 01
Chat
We learn how your team handles customer email today and what you need from a help desk.
- 02
Set up
We provision your private Australian server and install and configure the help desk.
- 03
Connect and train
We connect your mailboxes, add your team and show everyone how it works.
- 04
Ongoing care
We keep everything updated, backed up and running smoothly from then on.
Pricing
Clear pricing, agreed up front
No hourly surprises. We confirm the scope and the price in writing before any work begins.
Get a quote
one flat monthly fee, no per-user charges
- Private server located in Australia
- Unlimited team members and mailboxes
- Setup, updates and backups included
- Support from the team that runs it
Related work
Managed Help Desk in action
Do my customers need to do anything differently?
No. Customers keep emailing the same address they always have. Their messages simply arrive in the help desk instead of a crowded inbox, and replies go back to them as normal emails.
Is there really no per-user charge?
Correct. You pay one flat monthly fee for the hosted, maintained help desk. Adding staff does not change the price, although very large teams or unusual requirements may need a larger server, which we would discuss with you first.
Where is my data stored?
On a private server located in Australia, set up for your business. We handle backups so your conversation history is protected.
Can we move our existing emails across?
In most cases we can bring recent messages into the help desk when we connect your mailbox, so your team has context from day one. We will confirm what is possible during setup.
What happens if we decide to leave?
Your data belongs to you. Because the help desk is open-source software, we can export your conversations or hand the installation over to another provider.
Further reading
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