Your employees receive direct, patient technical support. We act quickly and effectively - every malfunction is a matter for us to close, not to pass on.
Ticket support
The report is a matter for effective resolution.
We understand the frustration associated with support that passes requests between departments, proposes ineffective solutions, and drags simple issues on indefinitely. That’s why our team operates differently.
Every Helpwise technician treats a request as their own problem - because the client’s problem is our problem. We do not close issues without a solution. We do not leave the user with the instruction "try again".
Queue of requests
# IT-10351
The mail is not working.
VIP
2 minutes
# IT-10351
Printer problem
Normal
16 minutes
# IT-10351
Access to the folder
Normal
20 minutes
# IT-10351
New user account
Low
45 min
Average response time
20 minutes
How does it look in practice
Quick verification
Immediately after receiving the report, we assess its urgency and assign the appropriate priority
Short reaction time
Most requests are addressed within minutes.
VIP option
For key individuals in the organization (e.g., management), we offer priority service, always with the highest priority.
Many channels of communication
Contact as you feel comfortable
Users can report issues in a way that suits them - by phone, email, or a dedicated Help Center.
Each report goes into the same system and is handled according to the same standards.
Remote assistance
On all supported computers, we install the remote assistance application for secure help. One click is enough for a technician to connect to the device and solve the problem live.
Remote session active
The technician checks
Encrypted connection
On-site support
When the situation requires it, we send a technician to the office. Connecting a new workstation, support during an important online meeting, assistance during the supervisory board meeting - we are there where you need us.
Workstation configuration
Online conferences
Support from management
Efficient communication
We understand each other without jargon
Our technicians adapt the language to the conversation partner. We do not bombard users with technical terms - we care about both parties understanding each other well.
Constant contact with your company
We propose regular coordination meetings with the person responsible for collaboration on your side. A short conversation - on Teams or in person - allows us to stay updated on current topics and plan actions in advance.
We listen and draw conclusions
After each report, users can rate our service. When the rating is lower than we expect, we analyze the situation and determine what to do better next time. It's simple: we care about making the cooperation work.
We know your company
Your company is supported by a team of technicians, but that doesn't mean anonymity. After a few months of collaboration, your employees will know our people by name, and our technicians will know who they are calling and what to expect. We care about knowing each other well.
Teams
KN
Kasia Nowak
AK
Andrzej Kossakowski
Coordination meeting
2:30 PM
Review of submissions and planning