Solutions · Mid-market
Support that scales with your team
Volume is climbing and the team is growing — and the shared-inbox tools you started on are starting to drop threads. Airclou Helpdesk routes work across teams, holds every SLA, and keeps answers consistent as you add agents, so scaling support doesn't mean scaling the chaos.
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The scaling wall
What worked at five people breaks at twenty-five
The tools didn’t get worse — the queue outgrew them. The failure shows up in three places first.
Ownership lives in memory
In a shared inbox, two agents answer the same ticket while a third goes unanswered. Nobody can say who owns what.
Knowledge walks out the door
The best answers live in senior agents’ heads. Every departure resets them; every new hire relearns ticket by ticket.
Leads fly blind
No per-team numbers, no SLA visibility. A bad support week surfaces in churn, not in a dashboard.
Built to scale
Structure for a growing team, without the overhead
Teams, queues, routing, and SLAs are configuration — not a professional-services engagement. The product organizes the work so your leads can coach instead of triage.
One queue, routed across every team
Plain-language rules send each ticket to the right group by product, plan, language, or priority — the moment it lands. Round-robin and load-aware assignment keep work even, so no one is buried while a teammate is idle.
- Route by product, plan, language, or priority
- Per-team views, SLAs, and business hours
- Load-aware assignment — no manual triage
Nothing slips as the volume climbs
Every channel lands in one prioritized queue with SLA countdowns and breach warnings in view. Shared views show each team exactly what's theirs and what's aging — so a busy week never quietly turns into a missed target.
- SLA countdowns and breach warnings, always visible
- Shared views per team, with live counts
- Collision detection — two agents never double-answer
Consistent answers, whoever is on shift
Each reply is drafted from the same knowledgebase and the same live account data, with sources attached. A new hire answers with the accuracy of your most tenured agent — the AI carries the institutional knowledge, so onboarding stops being the bottleneck.
- Grounded in your knowledgebase and live billing data
- One reply quality across the whole roster
- Low-confidence drafts are flagged, never auto-sent
Built for the climb
What matters as the team grows
Routing, teams, SLAs, and reporting come standard — not gated behind a tier you upgrade into once the pain is already acute. What a scaling org actually feels is this.
Structure without a services project
Teams, queues, routing, and SLAs are plain-language configuration your leads set up themselves — not a consulting engagement with a statement of work.
Consistency while headcount turns
Every draft comes from the same knowledgebase and the same account data, so week-one hires answer like veterans and departures stop erasing answers.
Numbers you can run the team on
Resolution times, deflection, and CSAT per team and per agent — visible before a bad week becomes a bad quarter.
Common questions
What growing teams ask us first
We already run a helpdesk. How hard is the switch?
You forward your support address and import your existing tickets, articles, and macros — most teams are answering live from Airclou within a week. Run it beside your current tool first: forward a slice of traffic, judge the routing and the drafts on real volume, then cut over when you are ready.
Can we structure it around our teams and queues?
Yes. Group agents into teams, give each their own views and SLAs, and route by product, plan, language, or priority with plain-language rules. Round-robin and load-aware assignment keep work even across a growing roster — no manual triage.
How do we keep answers consistent as we add agents?
Every reply is drafted from the same knowledgebase and the same account data, so a new hire in week one answers with the same accuracy as your most tenured agent. The AI carries the institutional knowledge; onboarding stops being a bottleneck.
What does it cost as the team grows?
Per agent per month, with the AI included — no AI add-on, no per-resolution fee. The AI resolving more of your queue lowers the load without inflating the bill, so cost tracks headcount, not ticket volume.
Get started
Scale the queue, not the headcount
Import your tickets, set up your teams and routing, and judge the drafts on your own volume — and cut over only when the numbers convince you.
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