Taylin Helpdesk

Built specifically for Managed Service Providers supporting multiple client organisations with complex multi-site structures. Purpose-built where generic helpdesks fall short.

𝗖𝗢𝗥𝗘 𝗣𝗟𝗔𝗧𝗙𝗢𝗥𝗠

✔ UNLIMITED client organisations at no extra cost

✔ UNLIMITED child sites/departments per organisation

✔ Pay per-agent only — your client growth doesn't increase costs

✔ 3-tier hierarchy: Your MSP → Client Orgs → Sites/Departments

✔ Unique support email per organisation and site

✔ Branded customer self-service portal per organisation

𝗧𝗜𝗖𝗞𝗘𝗧 𝗠𝗔𝗡𝗔𝗚𝗘𝗠𝗘𝗡𝗧

✔ Email-to-ticket with automatic user provisioning

✔ Kanban board with drag-and-drop ticket management

✔ Group tickets with watchers for collaborative issue tracking

✔ Private tickets and internal agent notes

✔ Ticket merging for duplicate issues

✔ Ticket forwarding to external third-party vendors

✔ Multi-level escalation management (3 levels with SLA, priority, and manual triggers)

✔ Flexible categories — global, organisation-specific, or site-specific

✔ Sequential ticket numbering (TKT-YYYY-XXXXXX)

𝗦𝗟𝗔 & 𝗔𝗡𝗔𝗟𝗬𝗧𝗜𝗖𝗦

✔ SLA tracking and compliance analytics built-in

✔ Automated breach detection and at-risk ticket alerts

✔ Real-time analytics by tenant, organisation, and site

✔ Agent performance metrics and workload distribution

𝗜𝗡𝗧𝗘𝗚𝗥𝗔𝗧𝗜𝗢𝗡𝗦 & 𝗖𝗢𝗟𝗟𝗔𝗕𝗢𝗥𝗔𝗧𝗜𝗢𝗡

✔ Microsoft Teams integration with real-time notifications

✔ Zapier integration — connect to 5,000+ applications

✔ Real-time collaboration — live ticket updates, typing indicators, multi-user awareness

✔ Oversight user role for client IT managers with cross-site visibility

✔ Microsoft 365 email integration via shared mailbox

𝗘𝗡𝗧𝗘𝗥𝗣𝗥𝗜𝗦𝗘 𝗦𝗘𝗖𝗨𝗥𝗜𝗧𝗬 & 𝗖𝗢𝗠𝗣𝗟𝗜𝗔𝗡𝗖𝗘

✔ Azure Front Door with Web Application Firewall (WAF)

✔ Mandatory MFA for all administrators

✔ OWASP Top 10 compliant

✔ Row-level security with complete multi-tenant data isolation

✔ Attachment virus scanning via Microsoft Defender

✔ Comprehensive audit trail for all operations

✔ GDPR-ready with data export, deletion, and configurable retention policies

𝗖𝗘𝗥𝗧𝗜𝗙𝗜𝗖𝗔𝗧𝗜𝗢𝗡𝗦 & 𝗦𝗧𝗔𝗡𝗗𝗔𝗥𝗗𝗦

✔ Security controls aligned with Cyber Essentials requirements

✔ Built to meet NHS Data Security standards

✔ NIST SP 800-63-4 password and authentication guidelines

✔ Azure Well-Architected Framework — Security pillar

✔ Suitable for UK Government OFFICIAL data (security controls appropriate for OFFICIAL classification)

𝗔𝗭𝗨𝗥𝗘 𝗠𝗔𝗥𝗞𝗘𝗧𝗣𝗟𝗔𝗖𝗘 𝗕𝗘𝗡𝗘𝗙𝗜𝗧𝗦

✔ Use your Microsoft Azure Consumption Commitment (MACC) credits

✔ Consolidated billing on your Azure invoice

✔ Compatible with Microsoft Enterprise Agreements and CSP programmes

✔ Streamlined procurement for public sector — no separate vendor onboarding

Perfect for MSPs serving libraries, healthcare, education, retail, and multi-location organisations. Stop paying per-organisation and start growing profitably.

Includes everything. No feature restrictions, no hidden fees.