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Service 05 / 07 · Customer Support Solutions

We help Oklahoma City businesses organize how customers and employees ask for help: one clear way to submit a request, a ticketing system that tracks it, a knowledge base that answers common questions, and a process your team can follow. Everything is sized for a small business, not a corporate IT department.
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Colleagues working on laptops at a shared desk

01 / What we offer

What’s included.

The structure behind how customers and employees ask for help and how the business responds — intake, tracking, ownership, resolution and the knowledge that prevents the same question from coming back.

  • 01

    Help desk & ticketing setup

    A ticketing system with categories, priorities, assignment rules and automated responses.

  • 02

    Customer request portals & forms

    One clear place for customers to submit and track requests.

  • 03

    Knowledge base creation

    Customer-facing and internal articles that answer the most common questions.

  • 04

    Employee IT service desk

    An internal service desk for staff requests, designed using ITIL-aligned practices.

  • 05

    Escalation & response targets

    Escalation paths and response-time targets sized to your team.

  • 06

    Phone, email & chat routing

    Calls, emails and chats routed into the same queue so nothing is missed.

  • 07

    Support reporting

    Dashboards for request volume, resolution time and recurring issues.

02 / How it runs

From first step to ongoing.

Support workflow Customer Support Solutions
  1. 01
    RequestPORTAL / EMAIL / PHONEOne clear way for customers and staff to ask for help.
  2. 02
    TriagePRIORITYCategorized, prioritized and assigned to an owner.
  3. 03
    ResolveOWNERWorked to completion with the requester kept informed.
  4. 04
    DocumentKNOWLEDGE BASEThe answer written down once and reused.
  5. 05
    ImproveREPORTSRecurring issues fixed at the source.
Today

Requests scattered across phone, text and email, and some get lost.

With Black Eye

One queue, clear owners, and answers written down once.

03 / Platforms

Tools we set up and support.

We recommend the platform that fits your business and budget. We don’t push a single vendor.

Help desk & ticketing
  • Zendesk
  • Freshdesk
  • Freshservice
  • Jira Service Management
  • Zoho Desk
  • HubSpot Service Hub
  • Help Scout
Knowledge base
  • Confluence
  • Notion
  • SharePoint
  • Guru
Phone & chat
  • RingCentral
  • Microsoft Teams Phone
  • Dialpad
  • Intercom

PRODUCT NAMES ARE TRADEMARKS OF THEIR OWNERS, LISTED TO SHOW THE PLATFORMS WE WORK WITH. BLACK EYE TECHNOLOGIES LLC IS AN INDEPENDENT PROVIDER, NOT AFFILIATED WITH OR ENDORSED BY THESE COMPANIES.

04 / How we deliver

How we deliver it.

We design support processes using ITIL-aligned practices — request, triage, resolution, documentation and improvement — scaled to the size of your business. Then we configure the tools, write the first set of knowledge articles, and train the people who will run it.

Other services

Other services

Get in touch

Let’s talk aboutyour technology.

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