Email & Ticket Support Services
Scale Your Customer Support Without Sacrificing Quality
In today’s 24/7 digital world, customer expectations are sky-high — and support response time can make or break your brand reputation. That’s why 3X Solutions provides scalable, reliable, and expert-managed email & ticket support services tailored to your business.
Whether you’re a growing SaaS startup, an e-commerce brand during peak season, or a global service provider, we help you deliver multi-channel helpdesk support that’s fast, efficient, and human.
Multi-channel Inbox Handling
One Inbox. All Conversations. Zero Delays.
Modern customer support is no longer limited to email. Your customers reach out via live chat, email, Facebook, WhatsApp, Instagram, and contact forms — and they expect a fast, consistent experience.
We manage your customer interactions from a unified inbox using industry-leading tools like:
Zendesk
Freshdesk
HelpScout
Gorgias
Front
Zoho Desk
Our support teams are:
⏰ Available 24/7 (or during your preferred hours)
🌍 Trained in multilingual support for global brands
⚙️ Experienced in platform integrations and automation-assisted triaging
📉 Focused on reducing First Response Time (FRT) and improving CSAT
Our goal? Make sure every customer feels heard — and helped — no matter when or how they reach out.
SLA Compliance Monitoring
Never Miss a Customer Deadline Again
You’ve promised your customers timely support. We make sure you keep that promise.
Our SLA monitoring support includes:
Real-time tracking of First Response and Resolution Time
Automated alerts when tickets approach breach
Performance reporting by channel, agent, and category
Custom SLA tiers based on customer plan or urgency
Audit trails and compliance logs for enterprise reporting
We ensure contractual accountability while preserving the trust your brand depends on.
🔐 You’ll know exactly who responded, how long it took, and whether resolution met internal standards or external commitments.
Escalation Handling
Intelligent Escalation for Complex Support Needs
Not every ticket can be resolved in Tier 1. That’s why we implement structured escalation workflows to get critical issues in front of the right people — fast.
Our customer service escalation workflows feature:
Severity-based escalation rules for high-impact issues
Automatic ticket reassignment by product line, issue type, or customer tier
Tech team escalation for bugs, outages, and urgent support
Supervisor and account manager involvement for VIP clients
Internal SLAs to track response time even during escalations
From broken checkouts to security concerns, our team ensures no high-priority issue falls through the cracks.
Frequently Asked Questions
What platforms do you support for helpdesk ticketing?
We work with Zendesk, Freshdesk, HelpScout, Gorgias, Front, Zoho Desk, and many others — and help you choose and optimize the best platform if needed.
Can you match our brand’s tone and voice?
Yes. Our agents are trained on your brand guidelines, product knowledge, and tone of voice for consistent customer experience.
Do you offer 24/7 coverage or specific hours?
Both. We provide round-the-clock support or custom shifts based on your business hours and customer geography.
Can your team handle technical or SaaS-related inquiries?
Absolutely. We offer tiered support with agents trained in SaaS platforms, integrations, and software troubleshooting.
How is performance tracked and reported?
You’ll get detailed reports on ticket volume, response times, SLA compliance, agent productivity, CSAT scores, and more.
Let's Shape Your Digital Success Together!
Your Journey Starts Here: Reach Out and Ignite Your Digital Presence with Us!