StreamEdgeSolutions

Software & Business Systems · Customer systems

Helpdesk / Ticketing System

Support requests with queues, priorities and response tracking.

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From$1,999USD one-off

One payment. Work starts once we have confirmed your requirements.

The four questions this page answers

  1. 1

    What you buy

    A build service: we develop a ticketing system so support requests have an owner, a priority and a status — instead of living in a shared inbox where things get missed. Built and deployed remotely.

  2. 2

    What you get

    6 deliverables, listed in full below

    • A working ticketing system deployed to your hosting
    • Queues and routing rules configured
    • Agent accounts
    + 3 more
  3. 3

    How it is delivered

    Remote Setup

    Carried out remotely by our team. Nothing is posted and no one visits.

    REMOTE SERVICE

  4. 4

    How long it takes

    7–11 weeks

    Measured from the point everything under “what we need from you” is with us, not from the moment you pay.

A ticketing system with queues, priorities and response tracking — illustrative concept, not a screenshot of a client system
A ticketing system with queues, priorities and response tracking. Illustrative interface concept — not a screenshot of a client deployment.

What is this, in plain English?

A build service: we develop a ticketing system so support requests have an owner, a priority and a status — instead of living in a shared inbox where things get missed. Built and deployed remotely.

You pay once and we build the system around your support categories. Requests arrive by email or web form and become tickets, routed and prioritised against response targets you set, so you can finally answer "how long are we taking to respond, and to whom". Delivered with queues, routing and agent accounts configured.

The problem it solves

Support runs from a shared inbox, two people reply to the same request, and nobody knows how long customers actually wait.

If that does not describe you, this is probably the wrong product. Tell us and we will point you at a better fit rather than sell you the nearest one.

What you get

The concrete things that exist at the end and that you own.

6 deliverables

  • A working ticketing system deployed to your hosting
  • Queues and routing rules configured
  • Agent accounts
  • Response time reporting
  • Source code and written documentation
  • 90 days of warranty

What's included

The work covered by the figure in the buy box, at no extra cost.

  • Email and form ticket creation
  • Queues and routing
  • Priorities and targets
  • Assignment and escalation
  • Canned responses
  • Reporting

Not seeing something you expected? Check what you are not buying before you order.

What does it do?

Everything listed here is delivered as part of this product. Nothing on this list is aspirational.

  • Ticket creation from email and web form
  • Queues with routing rules
  • Priorities and response targets
  • Assignment and escalation
  • Canned responses
  • Customer-visible ticket history
  • Response time reporting

How it works

The delivery sequence from order to handover.

  1. 1

    Define queues

    Categories, owners and routing rules.

  2. 2

    Set targets

    Response and resolution targets per priority.

  3. 3

    Connect channels

    Email and web form feeding the same queue.

  4. 4

    Launch and measure

    Go live, then review the first month of response data.

Delivery & fulfilment

Stream Edge Solutions ships nothing. Every package on this site is carried out and handed over remotely — this is exactly what happens after you order.

REMOTE SERVICEHow this is delivered
  1. 1We confirm requirementsWe read what you sent with the order, come back in writing with anything missing, and agree the scope before any chargeable work starts.
  2. 2We build and configure remotelySetup, configuration and testing are done by our team over a remote connection — on your systems or on ours, whichever the package specifies.
  3. 3We hand it overYou receive the working setup, the credentials, the documentation and a walkthrough. Everything built for you is yours at handover.

Carried out remotely by our team. Nothing is posted and no one visits. Typical turnaround: 7–11 weeks.

Delivery method
Remote Setup
Expected delivery time
7–11 weeks
Measured from the point everything under “what we need from you” is with us — not from the moment you pay.

Full detail of how work is handed over, what happens if requirements are outstanding and how order records are kept is in the Delivery & Fulfilment Policy.

What we need from you

Nothing starts until these are in place, and the turnaround above is measured from that point — not from the moment you pay.

  • Your support categories and who owns each one
  • The response targets you intend to meet
  • Access to the support mailbox the tickets should come from
  • Your own hosting account, or authority for us to recommend one

Who this is for

  • Support and service desks
  • IT teams supporting internal users
  • Businesses with SLA commitments
  • Anyone supporting from a shared inbox

Business needs this addresses: Manage customers, Improve operations

What's not included

Just as plainly as the list above: the things this package is not.

  • Live chat or telephony channels
  • Writing your knowledge base or canned response content
  • Integration with an external CRM unless quoted separately
  • Hosting costs, paid to your provider directly

Anything outside the scope above is quoted separately, in writing, before it is carried out. Nothing is added to your bill without your agreement.

FAQs

Can customers see their own tickets?

Yes — a customer-visible history is included, so they can check status without emailing to ask.

Refund & cancellation

What happens if you change your mind, and what happens to money already paid.

Cooling-off before work starts
You have 7 days after ordering to cancel while work has not yet begun. Up to 25% may be retained to cover scoping and scheduling already carried out.
Work already done
Once delivery has started, refunds are assessed against the work completed and the deliverables already handed over — the list under “what you get” above is what that assessment is made against. Approved refunds are processed within 14 days.
If we cannot deliver what is described here
You are refunded. The scope on this page is the scope we are held to, which is exactly why the exclusions above are stated before you buy rather than after.

The full terms, item type by item type, are in the Refund & Cancellation Policy. How the work reaches you is covered by the Delivery & Fulfilment Policy.

Not sure this is the right product?

We would rather point you at the right thing than sell you the nearest one. Ask us before you buy — no obligation.

Ask a questionRequest a custom quote

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