REPORTOPS
Product · Support Desk Pack

An operated desk.
One weekly digest.

Support Desk Pack is managed multi-channel support — email, SMS, and Telegram — with business-hours SLAs, human approval gates, and a Friday Support Digest you can hand to leadership. Not a chatbot. Not “an AI employee.” A desk with a serial number and a clock.

Book $999 Desk Audit See managed tiers
Design partners open · 3 seats · Orgo + Hermes + Latitude
Plate SDP-0000 Seed — Edition 1 / 1
01 — Brief

“Coverage you can measure — not another inbox tool.”

Most teams already have Intercom, Zendesk, Gmail, or a shared phone. What they lack is an operated seat: first response under SLA, clean escalation, and a weekly artifact that proves the desk ran.

Sell the desk and the digest. Never sell a job title.

Who it’s for

  • Agencies & service businesses with recurring client questions
  • Founders still answering SMS at midnight
  • Teams that want first response + coverage, not another UI
  • Friday Pack clients adding a support seat

Who it’s not for

  • 24/7 phone contact centers on day one
  • Regulated advice (medical, legal, financial counsel)
  • Self-serve chatbot widget buyers
  • Enterprise volumes (10k+ tickets / month)
02 — What ships

A desk pack, not a chat window

Every engagement includes channels, policy, and a weekly Support Digest — the same ReportOps pattern as Friday Pack: one artifact + SLA.

Channels

Email identity, SMS number, Telegram path. Voice callbacks on higher tiers.

Resolution

KB-backed answers → clarify → escalate with draft reply + recommended action.

Weekly artifact

Support Digest: volume, themes, open items, risk flags, FAQ updates. Optional Loom.

Gates

Human approval before refunds, legal language, security, or anything outside policy.

Autonomy ladder

L1 draft-only → L2 bounded auto → L3 full desk. Design partners start L1/L2.

Audit trail

Ticket log + Latitude traces. You can see what ran — not vibes, run records.

Sample artifact · Support Digest Week of Mar 9 · Edition weekly
142tickets opened
128closed same week
11mmedian first response
9human escalations
Top themes: billing portal access · invite expiry · SMS opt-in · “where is my Friday pack?” · refund policy clarification
Risk flags: 3 repeat login failures on Client North · 2 churn-tone emails
03 — SLA ledger

Business hours. Written clocks.

Default cover: Mon–Fri, agreed timezone (example 09:00–18:00). After hours: intake only unless you buy after-hours or incident cover. The clock pauses when waiting on the customer or on your approval.

Sev Definition First response Updates
P1 Service down / cannot access paid core 15 min in hours every 30–60 min
P2 Major feature broken, limited workaround 1 hour in hours daily
P3 How-to / minor bug / billing question 4 hours in hours as needed
P4 Feedback / feature request 1 business day weekly digest

Also committed: owner escalation within 15 minutes of human-required classification · Support Digest by Friday 4pm (or agreed day).

04 — Operating model

How a ticket moves

  1. Intake Customer writes via email, SMS, or Telegram.
  2. Triage Severity, theme, identity check, spam filter.
  3. Resolve or clarify From approved KB and macros — or one clear question.
  4. Escalate Owner gets summary + draft + recommended action on Telegram.
  5. Send & log Reply on the same channel. Ticket closed or parked with reason.
  6. Digest Themes, risks, and FAQ gaps ship in the weekly Support Digest.
05 — Pricing

Start with an audit. Scale the desk.

Entry
Desk Audit
$999 one-time · credited to month one if you continue within 14 days
  • Channel inventory & volume estimate
  • KB / macro gap analysis
  • Escalation matrix draft
  • Mock Support Digest from sample tickets
  • Tier recommendation + 45-min readout
Book the audit
Design partner · 3 seats
Pilot desk
$1.5–3.5k / month · ≤150 tickets guide
  • Email + SMS + Telegram
  • Business hours · L1 or L2 autonomy
  • Weekly Support Digest
  • Onboarding sprint included
  • Month-to-month after first 30 days
Apply for a seat
Standard managed
Desk Core
$2–5k / month · Starter / Core / Plus
  • Starter $2k · ≤100 tickets
  • Core $3k · ≤250 tickets
  • Plus $4–5k · ≤500 + voice callbacks
  • Overage quoted at audit
  • Bundle −10% with Friday Pack
Get a quote

Agency Ops Pair (Friday Pack + Support Desk Pack): typically $4–8k / mo combined — two weekly artifacts, one operator.

06 — Exclusions

What this desk will not freestyle

If it isn’t in scope or on the selected tier, assume out — until you buy an expansion.

07 — Apply

Open a Desk Audit

Tell us channels, rough volume, and who owns escalations today. We’ll reply with times for a 20-minute kickoff — or a hard no if it’s the wrong fit.

Three design partner desks. Then the plate sets.

Form is client-side for this draft page — submissions open your mail client with a prefilled brief. Wire to CRM when you’re ready.

No spam sequences from this form. One human reply.