Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Support Operations
Helpdesk Setup
A properly configured helpdesk where every ticket is tagged, routed and tracked, and your team knows how to use it.
A shared inbox works until it does not. Messages get missed, two people answer the same customer, and nobody can say how long replies take. Helpdesk Setup configures one helpdesk properly for your team. We connect your channels, build views and tags, write macros, set automations and SLAs, and train your agents. The result is also ready for AI products later.
- Channels, views, tags, macros and automations configured
- SLAs, CSAT and one store or CRM integration
- An admin guide and a written handover report
$3,575
10–20 working days
What it is
Helpdesk Setup is a one-time service that configures one helpdesk for up to 10 agents. We set up channels, views, tags, 15 macros, 8 automations, SLA policies, a CSAT survey and one store or CRM integration. Your team gets an admin guide and a written handover report, and the structure is ready for AI products later.
Why businesses buy it
Most helpdesks are bought quickly and set up slowly, if at all. Teams keep working the old way inside a new tool, and the reports stay empty. Setting it up properly takes days of reading guides and testing rules. This service does that work in one go, on your license and in your account. Your team gets macros written from your real replies and routing that sends tickets to the right people. Training helps them use it well. The same structure also makes later AI work simpler.
Problems this solves
Customer emails get missed or answered twice from a shared inbox
We connect up to 3 channels into one helpdesk with up to 6 groups or views. Every message becomes a ticket with an owner, so nothing is missed or doubled.
Agents type the same answers again and again
We write 15 macros from your current canned replies and policies. Agents can then send consistent answers in a click and adjust them where needed.
Nobody can see reply times or customer satisfaction
We set up SLA policies, business hours and a CSAT survey. Your helpdesk reports then show response times and customer satisfaction scores from the first week.
Untidy tags and routing block AI tools you want later
We build a tag taxonomy of up to 30 tags and 8 automations following the structure our AI products expect. Later AI work starts from clean foundations.
A good fit if
Your team answers customers from a shared inbox and things slip through the cracks.
You bought a helpdesk, but it was never set up properly and nobody trusts the reports.
You use or plan to use Zendesk, Freshdesk, Gorgias, Help Scout or HubSpot Service Hub, with up to 10 agents.
You may add AI triage, routing or an AI agent later and want the foundations in place first.
Not the right fit if
You need years of past tickets moved from an old system. See Helpdesk Data Migration.
Your helpdesk is set up and you want its built-in AI agent configured. See Helpdesk AI Agent Setup.
You need help-center articles written, not the helpdesk configured. See Help Center Content Build.
You want AI to classify and route incoming tickets automatically. See AI Ticket Routing.
How it works
- You add us as an admin, and share your team list, roles, current canned replies and policies.
- We connect up to 3 channels, such as email, a web form or chat, and one social or phone channel.
- We build up to 6 groups or views and up to 30 tags, so tickets reach the right people.
- We write 15 macros and set up 8 automations, SLA policies, business hours and a CSAT survey.
- We connect one store or CRM app from the helpdesk's app store and test everything with sample tickets.
- Your team receives an admin guide and a written handover report.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Admin access to your helpdesk by invite, on a license in your name.
- A list of team members and their roles.
- Your current canned replies and customer policies.
- Any DNS or email forwarding changes, made on your side with our instructions.
- One person who approves the setup.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Order placed. Helpdesk access, team list and canned replies are due within 72 hours.
Week 1
Channels connected and email forwarding instructions sent to your team.
Week 1
Groups, views and the tag taxonomy built and approved.
Weeks 1–2
Macros written, and automations, SLAs, business hours and CSAT set up.
Week 2
Integration connected, sample tickets tested and admin guide delivered.
After launch
30 days of post-launch support while your team settles in.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 10–20 working days | $3,575 |
What you receive at handover
- 1 helpdesk configured for up to 10 agents, with up to 3 channels
- Up to 6 groups or views and a tag taxonomy of up to 30 tags
- 15 macros, 8 automations, SLA policies, business hours and a CSAT survey
- 1 store or CRM integration from the helpdesk's app store
- An admin guide and a written handover report
Expected benefits and how to measure them
- Helps your team answer every customer without missed messages
- Makes reply times and satisfaction visible in one place
- Gives AI support tools clean tags and routing to build on
- First reply time
- Read first reply time from your helpdesk reports each week and compare it with your estimate from the shared inbox.
- CSAT score
- Track the CSAT score in your helpdesk reports month by month from launch.
- Tickets tagged correctly
- Sample 50 tickets a month and count how many carry the right tags and reached the right group.
Before you start: Before setup, note roughly how long customers wait for a first reply and how many messages arrive each week.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
You pay your helpdesk plan directly to the helpdesk vendor, usually per agent per month. The setup adds no running costs of its own. Apps from the helpdesk's app store may have their own fees, which we flag before connecting anything.
Ask about running costsCustom requirements
Add a note at checkout if you need something specific. If it fits within the Scope Card it is simply included. If it goes beyond it, you get a written Change Quote within two working days, and that work starts only once you accept it, with its time added to your delivery date.
Request a custom versionKeep it running
This is a one-time setup, so there is no maintenance plan. The admin guide shows your team how to add macros, tags and views as things change. When you are ready for AI, the same tags and routing help. They suit products such as AI Ticket Routing, AI Support Copilot or Helpdesk AI Agent Setup.
How this compares
| Do it yourself | Hire a traditional agency | Upmark Labs | |
|---|---|---|---|
| Setup | The vendor's guides, worked through between tickets | Often part of a wider consulting project | A fixed setup of channels, views, macros and automations |
| Macros | You write them as you go | Varies | 15 macros written from your current replies and policies |
| Testing | Problems show up when real customers write in | Depends on the provider | Channels, routing and automations tested with sample tickets |
| Handover | Each agent learns on their own | Sometimes extra | An admin guide and a written handover report |
Questions about this product
Which helpdesk platforms do you set up?
Zendesk, Freshdesk, Gorgias, Help Scout or HubSpot Service Hub. The setup covers one helpdesk on a license in your name, for up to 10 agents. If you have not chosen a platform yet, ask an expert first; answers come by email. The right choice depends on your channels, your store or CRM and your team size.
Do you move our old tickets into the new helpdesk?
No, ticket and data migration is not part of this setup. Your new helpdesk starts clean, and older conversations stay in your old inbox or system. If you need history moved across, Helpdesk Data Migration covers that. Many teams find a clean start works well and keep the old system read-only for a while.
What do the 15 macros and 8 automations cover?
Your most common replies and the routine steps around them. Macros usually cover order status, refunds, account questions and polite closes. Automations handle routing, priority, reminders and auto-replies. We write them from your current canned replies and policies, and you approve them before they go live.
How does the helpdesk setup prepare us for AI later?
Through clean tags, routing and data. AI triage, copilots and AI agents work best when tickets are tagged consistently and reach the right group. We follow the tag and routing structure our AI products expect. That means later work, such as AI Ticket Routing or Helpdesk AI Agent Setup, starts from solid foundations.
Can the helpdesk connect to Shopify or our CRM?
Yes, one integration is included. We connect one store or CRM app from the helpdesk's app store, such as Shopify, WooCommerce or your CRM. Agents can then see order or customer details beside each ticket. Extra integrations or custom apps are outside the scope, but we can quote them through a Change Quote.
What if we have more than 10 support agents?
The setup covers up to 10 agents. If your team is larger, add a note at checkout and we will send a written Change Quote. Groups, views and macros usually scale well, so the extra work is mostly roles, permissions and documentation. A second brand or help center is also quoted separately.
What happens after the helpdesk handover?
Your team starts using the helpdesk, with 30 days of support. During that time you can ask questions and we fix anything in the setup that does not work as agreed. You keep the admin guide and written handover report. After that, your admins own the setup and can change it as you grow.
Guides on this topic
All guides Move your support out of the shared inbox
Order Helpdesk Setup for channels, routing, macros, automations and an admin guide, configured on the helpdesk you choose.
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