Managed Technical Support Company System
Outsourced technical support providers for small businesses on monthly plans.
Client tickets from intake to handling, resolution, client satisfaction, the monthly report, and plan billing.
No credit card required — your project is set up with the full system in under a minute
This is the system board as you'll receive it: workflow columns and starter cards showing the first steps
How does work flow in this system?
Every request enters as a card in “Ticket”, where the support coordinator receives it, classifies it, and sets its priority and technician, then moves to “In Progress”, where the technician works and updates the card with their steps. If the ticket needs a reply or a device from the client, it moves to “Awaiting Client” so it does not mix with internally stalled ones; after the fix it moves to “Resolved”, awaiting the client's confirmation and satisfaction. At the end of each month, each client's statistics are compiled in “Report” — ticket count, response time, and the most recurring problems — then “Billing” of the monthly plan.
Dues manages the plans: each client's monthly plan, the hours it includes, and any overage — the monthly report is built on real numbers from the cards, not impressions. Chat is for internal coordination among technicians and quick consultations from the more experienced, and Announcements is for general alerts such as system updates affecting all clients or working hours in seasons.
The support coordinator is the heart of the system: receives, classifies, assigns, and monitors response time; technicians handle tickets and document the fix on the card in language the client understands — because the fix summary appears in their monthly report. A client's recurring tickets are reviewed monthly: a problem recurring three times means a root-cause fix, created as its own card — and this is what justifies the plan's value at renewal.
Who does what?
The operational roles in this system and each role's responsibility in daily work — assign them to your team as-is or adapt them to your reality.
Support Coordinator
Receives tickets, classifies them, and sets their priorities and technicians; monitors response time on the board; and prepares clients' monthly reports from card data.
Technicians
Handle tickets in “In Progress” and document fixes on the card in client-friendly language, and follow up whatever is assigned to them in “Awaiting Client”.
Client Satisfaction Officer
Follows client confirmations in “Resolved” and measures their satisfaction after closure, analyzes recurring tickets, and proposes root-cause fixes.
Plans Accountant
Runs “Billing”: posts monthly plans in Dues, calculates hour overages, and follows late payers before the next month's renewal.
What's prepared for you from day one?
System units
- Tasks — A kanban board with workflow columns and execution cards
- Chat — The team's fast daily coordination channel
- Announcements — The official voice of management — circulars and alerts that reach everyone
- Dues — Internal money with strict privacy — dues, advances, and expenses
Welcome announcement: «Welcome to the Support System»
From today, every client request is a ticket on the board with a classification, a priority, and an owning technician; every fix is documented on its card in what the client understands; and our monthly reports are built directly from these cards. First step: register plan clients and open tickets. Response time is measured from here — no ticket stays ownerless.
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