Outsourced customer support services
Four services, one record
Hearthvane is an outsourced desk for customer support. The work splits into four services. You can buy the night, the ticket queue, or the whole clock. The record is the same in each case: a chat that ends cleanly, or a ticket the next person can read.
Live chat
Live chat support is for the person who is still in the window. A sign-in that failed, a status check, a link to the right page. If the case needs a decision the desk is not allowed to make, the thread becomes a ticket before the window closes.
Tickets
Ticket support is the written half of the queue. Subject, status, and the next step. A close needs a reason. A handoff stays open. The morning shift should not have to reconstruct the night from a raw list. The longer account of a close is in how a support ticket gets closed.
After hours
After-hours support covers nights and weekends when your own team is off. The desk follows the limits you wrote down and leaves a morning note: what arrived, what was answered, what is still open. Overnight cover walks through that watch.
Around the clock
24/7 support is three watches on one queue, not a line of decoration on the home page. Evening takeover, night watch, morning return. It is a separate agreement from “cover us after six.”
Which service to start with
Start from the hole in the week, not from a package name.
If people are already in a chat window and the replies die when the day ends, start with live chat and a ticket behind it. Chat without a ticket loses the case the moment the window closes.
If the queue is already a list, and the morning is spent reopening last night’s closes, start with ticket support. The list exists. The record does not.
If the day team is enough and the gap is the night and the weekend, buy after-hours cover. Do not buy a full clock to solve a gap of ten hours.
If the queue has no day team, or the day team cannot see what the night did, the agreement is 24/7. After-hours cover assumes someone of yours returns in the morning and can finish what was left open.
A queue can use more than one. Chat and tickets are the two objects. After hours and 24/7 decide who is awake. Industries says which requests the desk is written for: customers of a software product, an online shop, or a marketplace.
What this desk does not take
The desk does not send someone to a building, run a phone switchboard, or keep an internal help desk for your own staff’s laptops and accounts. Those are different jobs. If the requests are from your customers, and they can be answered in chat or in a ticket, the fit is worth a quote. If they are not, say so. A poor fit is a useful answer.
What the prices already say
Seat prices are published, in US dollars, on the pricing page. A weekday seat is $2,000 a month. After hours is $3,500. A 24/7 seat is $6,000. Overflow, when you already staff the day, is $12 for each ticket the desk touches. Tools run the arithmetic from numbers you type. They do not replace the prices on that page.
A quote still has to name the channel, the hours, and what the desk is allowed to decide. The form sends that note. It does not open a ticket.
