Help desk software that scales with your tiers
Help desks need clear ownership, fast escalations, and shared context across tiers. Orbit's queue model and escalation paths are designed for support orgs that have outgrown shared inboxes but don't want a heavy enterprise platform.
Who it's for
- Multi-tier help desks (Tier 1, 2, 3)
- Internal IT help desks supporting employees
- Software-product help desks
- Outsourced help desks serving multiple clients
Pain points we solve
- Tier handoffs that drop context
- Senior techs flooded with escalations that shouldn't be theirs
- No reporting on first-call vs escalated resolution
How Orbit fits
Orbit's tiered support model carries context with every escalation. Tier 1 owns triage and resolution. Escalations to Tier 2 carry the full investigation. Reports show where escalations cluster.
How it runs in Orbit
- 1Tier 1 handles intake and triage
- 2Escalations push to Tier 2 with full context
- 3Internal notes track investigation without cluttering client view
- 4Reopened tickets thread to original history
- 5Reports show volume, escalation rate, and time-to-resolution by tier
What teams get
- Handoffs that carry context
- Shared visibility across the team
- Standardized responses via automation templates
- Reporting that informs staffing decisions
What Orbit delivers
Tiered queues
Separate queues for each tier with filters and saved views.
Context-carrying escalations
Internal notes and history travel with every escalation.
Escalation reporting
Rate by category, technician, and client — for coaching and staffing.
When teams reach for this
- Multi-tier B2B support
- Internal IT help desks
- Product help desks with engineering escalation paths
Frequently asked questions
- Does Orbit support skill-based routing?
- Yes. Tags on techs and tickets enable skill-based routing.
Want to see how this works in Orbit?
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