Customer support
ClewSupport
Support IT pour MSP
- Category
- Customer support
- Stage
- Beta
- For
- Managed service providers (MSPs), IT service providers, and their support technicians and clients.
About
Tickets, assistant IA validé par l'humain, SLA, escalades et portail client. La plateforme de support des prestataires IT et de leurs clients.
Features
- Problem
- Requests arrive across channels and can be lost or overlooked.
- How it works
- Turns requests into tickets that can be prioritized, assigned, and tracked through N1, N2, and N3 queues.
- Result
- Support work is easier to follow from intake through resolution.
- Why
- A managed queue gives technicians a clear view of ownership and progress.
- Problem
- Recurring cases consume technician time, while automated actions may need oversight.
- How it works
- Suggests diagnoses and actions using an AI assistant; technicians approve actions before execution.
- Result
- Technicians can resolve recurring requests with less manual effort.
- Why
- Human validation keeps technicians in control while helping them handle repeat cases faster.
- Problem
- Teams lack visibility into response deadlines and escalations.
- How it works
- Tracks SLA deadlines and supports automatic or manual escalation between support levels.
- Result
- Teams can monitor SLA performance and demonstrate whether commitments were met.
- Why
- Live deadline and escalation tracking helps teams manage service commitments.
- Problem
- Clients may not know the status of their requests and repeatedly contact support.
- How it works
- Provides a client portal for request tracking and service-quality ratings.
- Result
- Clients can follow requests and rate the support they receive.
- Why
- A visible status and feedback channel keeps clients informed.
- Problem
- Technicians need to coordinate interventions and track billable work.
- How it works
- Supports intervention planning and measurement of billable time.
- Result
- Teams can organize work and measure time spent on interventions.
- Why
- Planning and time tracking connect support activity to operational and billing needs.
- Problem
- Organizations need to protect client data and keep a record of sensitive actions.
- How it works
- Isolates data by organization and provides two-factor authentication and an audit log for sensitive actions.
- Result
- Each organization sees only its own data, with sensitive actions traceable.
- Why
- Access controls and traceability support safer multi-client operations.
Product questions
What does ClewSupport do?
ClewSupport centralizes MSP support tickets, AI-assisted troubleshooting, SLA management, technician planning, asset inventory, and client communication in one platform.
Who is ClewSupport for?
Managed service providers (MSPs), IT service providers, and their support technicians and clients.
Screenshots
