Service Desk - helpdesk software for the IT industry | Thulium
Faster ticket resolution, better support organization, and a complete contact history all in one place. Thulium is a service desk system that enables you to build scalable technical support in your SaaS and technology company.
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SaaS and product companies
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Technology companies
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Hosting companies
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Software houses
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IT & Support departments
Helpdesk service - the foundation of support in IT companies
In SaaS and IT environments, customer support directly impacts churn and retention. Thulium as helpdesk software:
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reduces response times to emails,
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improves FCR,
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automatically organizes tickets,
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eliminates chaos and randomness in service.
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Call Center for the IT industry with IVR - professional first line support
An efficient helpline is essential for a good customer experience in IT. Thulium, as a call centre system for IT, allows you to take every call and direct customers immediately to the appropriate department, such as system errors or payment inquiries. With a well-configured IVR, you enforce the categorisation of requests, which is crucial in technology companies where customers expect professional support 24/7.
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Scalable technical support and proactive sales
Thulium is not just incident management. It’s a powerful tool for building your SaaS competitive advantage:
Proactive chat and lead generation
Trigger chat based on scenarios, such as intent to leave the page, collect leads, and shorten the sales path directly on demo, trial, and documentation pages.
Callback - increase trial conversions
Every visitor is a potential customer. With the callback widget, you instantly connect the user with a consultant, which is the most effective way to close sales in the hosting and SaaS industry.
Automatic Ticketing
The system automatically organizes email submissions, prioritizes them, and assigns them to the appropriate specialists, eliminating randomness in handling within large teams.
Integration with the IT tools ecosystem (Jira, API, CRM)
Your tool ecosystem is the hub of the IT department's work. Thulium, as service desk software, integrates with many solutions in your technology stack. Data synchronization is automatic, eliminating the errors of manual data entry between the ticketing system and, for example, Jira, where developers work.
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AI and advanced analytics in the IT industry
Leverage artificial intelligence and data to enhance support processes.
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Full process control - measure response time, resolution time, and monitor team performance quality in real-time.
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Transcriptions and AI analysis - the system automatically converts call recordings into text, allowing for quick searches of key technical phrases.
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Understanding trends - with analytics, you will discover which features of your product generate the most questions and require improvements in documentation or code.
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"We have full control over the operations of the customer service office. Advanced call centre features help us serve customers quickly. The Thulium team is very professional and a pleasure to work with."
Dariusz Brzeziński, Customer Service Department Manager at Shoper
Why do IT companies choose Thulium?
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Industry know-how - we have been a SaaS like you for 20 years. We created a solution based on the experience of our own support teams.
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Implementation speed - ready-made service scenarios allow for a rapid start, which is crucial for startups and scale-ups.
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Efficiency - tickets resolved in less than 60 minutes and 50% less work thanks to automation.
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Trust - Over 1800 companies use our system, including leaders in e-commerce and technology.
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FAQ - Frequently Asked Questions about Service Desk for IT
How is Thulium different from a regular email inbox in IT support?
Thulium is a multi-channel service desk system that integrates email, phone, chat, and ticketing in one panel. Unlike email, it offers SLA, automatic categorization, prioritization, and full team performance analytics.
Does the system support integration with Jira?
Yes, Thulium offers integration with Jira, allowing for a smooth flow of information between the support department and the development team. You can create tickets in Jira directly from the Thulium panel.
How does the system help reduce churn in SaaS?
Thanks to features such as proactive chat and fast ticketing, you reduce the response time to technical problems. A satisfied customer who quickly received help is less likely to cancel their subscription.
Does Thulium have an API for developers?
Yes, we have a rich and open API that allows Thulium to be integrated with any internal CRM, ERP, or database system of your company.
Can I use Thulium to support international clients?
Of course. The system supports multi-channel service and allows for the configuration of different IVR paths and queues for customers from different time zones and language groups.
How does the Callback feature work in the hosting industry?
When a potential customer browses your server or domain offer, the Thulium widget suggests a quick callback. This drastically increases the chance of converting an interested person into a paying customer.
Is the system secure for my clients' data?
Security is our priority. As a SaaS company with 20 years of experience, we meet high data protection standards, which is crucial for IT and fintech companies.
Does Thulium offer implementation support?
Yes, our team of specialists assists with the configuration of processes, IVR, and integration, ensuring the system runs like a well-oiled machine from day one.
What reports are most important for an IT support manager?
In Thulium, the most frequently monitored metrics are: FCR (First Contact Resolution), first response time, average resolution time, and team workload during specific hours.
Does the system support remote work for the technical team?
Yes, Thulium is available in a SaaS model via a browser. Your specialists can work from anywhere, having access to the full contact history and communication tools.