Proven Help Desk Performance
97%
SLA Delivery
98%
Client Retention
10M+
Support Requests Handled
9
Global Delivery Hubs
“The Functionary has been the perfect match of customer service, technical strength, and flexibility the ENTOUCH team needs to keep up with our rapid growth.”
John Bailey
SVP, Operations, ENTOUCH
Outcome-Based Solutions
Typical Customer Outcomes
Help desk outsourcing should make the operation easier to run, not create another layer to manage. Clients typically come to us to expand coverage, lower support costs, improve consistency, and keep senior technical teams focused on higher-value work.
More Coverage
Add business-hour, after-hours, multilingual, or 24/7 support without building every shift internally.
Lower Support Costs
Use nearshore, offshore, or blended delivery based on the work and service requirements.
Consistent Performance
Dedicated QA, management, reporting, and escalation support help keep service levels steady as volume grows.
Less L1 Work for Senior Teams
Move repeatable support and triage to the right level so internal technical teams can stay focused on more complex work.
What we do
Find the Right Fit for Your Help Desk
Start with one hire, add a dedicated team, or hand off a complete support function. We can adjust the mix of people, AI, nearshore, and offshore delivery as your operation changes.
Help Desk Hiring
We help you find the right people. You manage them.
Source and screen L1, L2, multilingual, ServiceNow, and specialized support talent through our global recruiting network.
Managed Help Desk Teams
Dedicated people with management and support around them.
Your team works inside your systems and processes while The Functionary handles recruiting, HR, payroll, QA, training, and operational support.
Help Desk as a Service
You define the service. We take responsibility for delivery.
Hand off a defined help desk function such as L1 support, ticket triage, after-hours coverage, multilingual queues, dispatch, overflow, or other agreed work with clear service levels and reporting.
Work Inside the Tools You Already Use
Our teams support client environments including ServiceNow, Zendesk, Freshservice, Salesforce, Microsoft Dynamics, HubSpot, NICE, Genesys, Five9, RingCentral, and other client-specific platforms.
We align workflows, knowledge, escalation paths, QA, reporting, and access requirements before the team goes live.
RIGHTCX AI-ASSISTED SUPPORT
The Right Mix of People and AI
Every help desk needs a different balance of automation and human support. We build around the work, using AI where it improves speed and consistency while keeping people involved where judgment and customer context matter.
RightCX: Our in-house RightCX platform can add AI directly into help desk delivery.
Live Agent Assist
Real-Time Agent Support
Surface product knowledge, troubleshooting steps, and customer context while agents work.
Automated QA
Score 100% of Interactions
Review 100% of supported interactions against your QA criteria and flag issues for coaching and review.
AI Agent
Automate What Makes Sense
Automate appropriate requests with a clear path to a human agent when more help is needed.
GLOBAL SUPPORT
Flexible by Design
Your support model should fit the way your business works.
Nearshore
Strong U.S. time-zone alignment for teams that need close collaboration and customer interaction.
Offshore
Access larger talent pools, extended hours, and cost-efficient global coverage.
Blended
Combine regions for 24/7 support, geographic backup, specialized skills, and flexible capacity.
WHO WE SERVE
Built for MSPs and Large Technical Support Operations
MSPs and technology companies often manage multiple support environments at once. Different customers can require different tools, languages, SLAs, hours, and escalation paths. The Functionary works inside existing systems and operating models while maintaining clear account separation and governance.
The Functionary can provide white-label support for:
Case Study
Expanding Service Desk Capacity Without Changing the Operating Model
Denali needed additional service desk capacity but wanted to keep its existing tools, workflows, and service standards.
The Functionary built a dedicated team that works directly inside Denali’s environment and follows its existing processes. The teams worked together during onboarding to document workflows and prepare the new resources to operate as an extension of Denali’s internal team.
The result was additional support capacity without introducing another ticketing platform or forcing the client into a standard outsourced model.
Blog and Insight
Resources and Insight
