Megargy Helpdesk Service
Email simplicity. Helpdesk strength.
Customers email. Your team replies as usual. In the background, Megargy Helpdesk manages each case from first request to resolution, keeping your team informed and recording the history.
Email for messages. Megargy for case management.
A customer should be able to ask for help as naturally as writing to a support address. Your team should be able to answer just as easily.
The customer emails
An approved customer sends a request to your helpdesk address. Megargy opens a case and notifies the customer and the relevant support people.
Your team replies
An agent replies to the email. Megargy records the response, updates the case and passes it to the other participants. The conversation continues by email.
Managers follow the work
The dashboard shows case status, responsibility, response timing and activity history, without asking managers to piece together individual inboxes.
Customers do not need a portal account. Agents can handle the email conversation from their own inboxes. The dashboard is there for setup, case administration and oversight.
Keep the team informed without the email noise
You can broadcast new cases to your support team for pickup. Once an agent responds, follow-up emails go to the customer and the support people involved, helping prevent notification fatigue across the wider team.
A clear view of support
Megargy Helpdesk is designed to give managers an overview of active cases and easy access to statistics on past cases.
A shared record beyond the inbox
Megargy keeps each case’s history together and available to your team.
A shared support workflow from day one
Starting early helps customers and employees adopt a shared support workflow, avoiding separate one-to-one emails and building a history from day one.
That history provides valuable evidence for management decisions as the business grows. A future acquirer will also value the record of support demand and response times.
A few practical questions
Who is it for?
Small businesses that want simple email support conversations, with just enough helpdesk functionality for a shared view of cases and support statistics for management. The essentials of a helpdesk, with the ease of email.
How many agents can we have?
Small businesses often need all hands on deck. Every tier includes unlimited agents, so everyone on your team can be an agent.
Can we use our own domain?
We recommend using your own subdomain, such as support@helpdesk.example.com, for a professional support address that customers recognise. We consider this essential for every business, however small, and include it as standard in every tier.
Can we keep sensitive support content out of email?
Not yet. Our future plans do include providing a full web service where customers and agents can sign in to open requests, read updates and reply within Megargy Helpdesk.
Email would only notify participants that an update is available and direct them to the platform. The notification would not include the content of the update.
Do agents need to log in for every reply?
For the email workflow, no. Agents must first be registered and added to the helpdesk’s support group. They can then reply from their registered email addresses.
How do replies stay with the right case?
A customer’s first email opens a case. Replies include the case number, ensuring subsequent messages stay with that case.