Inbound · Email support
Every ticket answered within four business hours, in your tone of voice
Your support inbox worked by agents who log into your helpdesk and reply from your macros, written in your tone and signed off by you. Queues are triaged by priority and account tier so the ticket that matters most is not answered last, and every reply is written to resolve the ticket rather than start a thread.
4h
Longest wait for a reply on any ticket, in business hours, with urgent and top-tier tickets answered first
Voxenrise target, written into the contract. A commitment, not a measured result.
What is agreed before the first reply goes out
Six decisions made with you in week one. They decide whether a customer can tell our replies from your own team's.
Every ticket answered within 4 business hours
01
Queues
The inboxes and helpdesk views we work, the tags and categories we apply, and what we leave for your own team to answer.
02
Priority
How tickets are ordered: by urgency, by account tier and by age, so a key account and a refund dispute are never behind a newsletter reply.
03
Tone guide
Greeting, sign-off, formality and the words you never use, taken from your existing replies and written down so every agent sounds the same.
04
Macros
Drafted from your knowledge base in your tone, signed off by you, edited per ticket rather than pasted, and retired the day the answer changes.
05
Authority
What agents can do in your systems — refunds up to a limit, account changes, order edits — and what goes to a named person on your side.
06
Reporting
First reply time, full resolution time, replies per ticket, CSAT from your own survey, and the categories that drove the volume.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Inbox review
Week 1
We read a sample of your recent tickets and replies with you, agree the queues, the priority rules, the business hours and what counts as resolved.
Step 2. Tone guide, macros and access
Weeks 2–3
Tone guide and macros drafted from your own replies and signed off. Agents get scoped helpdesk access and train on your product and your top categories.
Step 3. Pilot with live QA
Week 4
A small team works a live queue. Replies are scored on accuracy, tone and whether they resolved the ticket, and the macros are corrected daily.
Step 4. Scale and report
Week 5 onward
The roster scales to your ticket volume by hour. Weekly report on response times and volume, and a monthly service review.
What you receive
Every ticket answered within four business hours, reported weekly against that figure
Queues triaged by urgency, account tier and age, so the most important ticket is answered first
Macros written from your knowledge base in your tone, signed off by you
Agents working inside your helpdesk, with every reply and note on the customer's record
Handover to a named person on your side for anything outside the agreed authority
Weekly report: first reply time, resolution time, replies per ticket, CSAT, volume by category
Asked about email support
The questions this service raises on the first call.
Whose business hours does the four-hour figure count?
Yours, as agreed in week one. If you want tickets answered overnight and at weekends too, we staff the inbox 24/7 on the same floor as the phone lines, and the four hours then run around the clock.
Will customers know the reply did not come from our own team?
Not from the reply. Agents write from your helpdesk, under the name and signature you choose, to the tone guide and macros you signed off. Five percent of replies are scored every week on tone as well as accuracy, so the voice does not drift.
Do agents just paste macros?
No. A macro is the starting point, not the reply: agents edit it to answer the question the customer actually asked. A reply that needs a second email to finish the job is counted against us in the weekly report, as replies per ticket.
What can agents do beyond answering questions?
Whatever authority you give them in week one: refunds up to a limit you set, account changes, order edits, cancellations. Anything above that limit, or anything that needs a decision only you can make, is assigned to a named person on your side with a note saying what the customer needs.
Can you work a shared inbox rather than a helpdesk?
Yes, though we will say so if the volume has outgrown one: without tags and priorities a shared inbox makes the four-hour figure hard to report honestly. Where you want to move to a helpdesk, our development team can set it up and migrate the history.
Usually run alongside
Get a quote for email support.
Email support is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.