Services · Implement
A platform is not a project. The workspace is.
Records arriving is not the same as agents being productive. The workspace around them - the AI agent, the workflows, the SLAs, the views - is what decides whether Monday goes well. We build that half, and we have built it many times before.
Platforms
Three platforms, properly.
We implement where we have real depth. Anything outside this list, we will tell you on the first call.
Intercom
170+ projectsOur deepest platform. Fin and AI agents, Workflows, ticket types and custom objects, SLAs, Help Center, Messenger installation with identity verification, and the integrations that hang off the inbox.
See the Intercom detailFreshdesk
Full workspace buildsTicket fields and forms, Dispatch'r and Observer automations, canned responses, groups and assignment, SLA policies with business hours, and Solutions for the knowledge base.
Talk about FreshdeskPylon
B2B and Slack-nativeAccount and contact resolution, shared Slack channel setup, issue types and queues, triggers and macros, round-robin assignment, and the knowledge base behind it.
Talk about PylonWhat we build
The whole workspace, not the demo version of it.
Everything below is work we do routinely. If your list has something not on ours, it is probably still a yes - ask.
AI agents and deflection
Content audit first, then the setup: what the agent can answer from, the actions it may take, hand-off rules, and guardrails on topics it should never attempt.
Workflows and routing
Triage, business-hours branching, escalation and follow-up sequences. Rebuilt from your old triggers rather than copied blindly - the logic rarely survives a one-to-one translation.
Ticket types and data model
Back-office tickets, trackers and the structure reporting depends on. Set up so the fields you filter by actually exist on the records you filter.
SLAs and office hours
Targets, priorities, escalation paths and holiday calendars - including multi-region teams where "business hours" means four different things.
Knowledge base
Structure, collections, authorship, SEO settings and redirects from the old URLs so existing search traffic still lands.
Messenger and channels
Web, iOS and Android, identity verification done properly, custom launcher placement, plus email, and the data attributes your team needs on the conversation.
Integrations
Issue trackers, CRM and billing - including automatic linking between conversations and Linear issues so engineering and support stop copying ticket numbers by hand.
Reporting and views
The views your team lives in, and reports that answer the questions your leadership actually asks in the Monday meeting.
Sequence
Four weeks is the usual shape.
Not a promise - a pattern. Your dates come from the scoping call, not from this page. What does not change is the order: nothing goes live before you have seen it in a sandbox.
- Audit before configuration, always
- A written mapping document you sign off
- A dry run you review before the real one
- Documentation handed over at the end
Typical sequence
- 1
Week 1 - Audit and mapping
Current setup, content inventory, data model, the mapping document.
- 2
Week 2 - Build and dry run
Workspace configured, migration dry run into a sandbox for sign-off.
- 3
Week 3 - Live run and cut-over
Bulk migration over a weekend, delta sync, channels switched.
- 4
Week 4 - Hand-over
Team walkthrough, documentation, and a fix window while you settle in.
Illustrative for a mid-sized desk.
Engagements
Three ways teams start with us.
Migration + implementation
The full switch. We move the history and build the workspace, and one team is accountable for both. This is most of our work.
Teams with a signed contract and a go-live date
Implementation only
You are already on the platform, or moving with a tool. We build the workspace: AI agents, workflows, SLAs, ticket types, reporting.
Teams whose data arrived but whose setup did not
Workspace audit
A written review of an existing workspace: what is misconfigured, what is unused, what is quietly costing you resolutions.
Teams who inherited a workspace nobody documented
Questions
Before you shortlist a partner.
Which platforms do you implement?
Intercom, Freshdesk and Pylon. That is the whole list, deliberately. Depth on three platforms is worth more to you than a directory listing on twelve, and we would rather say no than learn on your project.
Do you do ITSM?
No. We work on customer-facing support desks, not internal IT service management, asset or change management. If that is what you need, we will say so on the first call rather than three weeks in.
Can you migrate us and implement in the same project?
That is the normal shape of the work. The migration is what has a hard deadline; the implementation is what decides whether the team is productive on day one. Splitting them across two vendors is where most go-lives go wrong, because neither one owns the gap.
Can you work inside our existing workspace without breaking it?
Yes. Changes are staged and reviewed with you before they go live, and anything structural is documented so the next person to touch the workspace knows why it is the way it is.
Talk to the people who will do the work.
No SDR layer. The first call is with the engineer who would build your workspace.
- A written mapping document before anything moves
- A dry run you review in a sandbox
- Fixed price, agreed up front
- The workflows rebuilt too, where we implement