**Module:** Helpdesk

An organised ticket queue with SLA timers and assignment rules ensures every customer query gets a fast, reliable answer.

## Copy

Customer support has a credibility problem: promised response times rarely match actual ones. SLA commitments get made in marketing materials, but the queue has a life of its own. Tickets accumulate, priorities shift, and before anyone realizes it, customers who expected quick responses are waiting days. Each broken promise damages the relationship more than the original issue would have. The support team isn't lazy—they're disorganized.

This module brings organizational discipline to the support queue. Organized ticket queues surface the right tickets at the right time based on priority and SLA commitments. SLA timers create accountability for response deadlines. Assignment rules ensure tickets reach the right person without routing delays. The result is a support process that delivers on its promises—every ticket gets a response within the committed time, every time.

For copywriters: Focus on the broken promise problem—how SLA violations damage relationships more than the original issue. Position organizational discipline as the mechanism that makes commitments reliable. The audience should feel the difference between promised and actual support quality.

## Ideas

- **Angle:** Keep every support promise—organizational discipline that makes SLA commitments reliable
- **Audience:** Support managers, helpdesk leads, customer experience directors, SaaS operators
- **Pain points:** Broken SLA commitments, disorganized queues, inconsistent response times, customer frustration from waiting, support credibility damage
- **Outcomes:** Consistent response times, reliable SLAs, customer trust preservation, reduced churn, organized support process
- **Vertical spins:** SaaS (tiered support), telecommunications (service SLAs), e-commerce (pre-purchase support), healthcare (patient inquiries)