CH-01
Live chat support
Answer while the person is still in the window. End the thread as answered, waiting, or moved into a ticket.
Outsourced customer support · 24/7
24/7 customer support for live chat and tickets
Hearthvane covers live chat, ticket handling, after-hours queues, and a full round-the-clock watch. The desk reads the message, writes the next step, and hands the shift a record it can use.
Support the desk can take
TK-02
Ticket support
Keep a subject, a status, and a next step so the following shift does not restart the case.
AH-03
After-hours support
Cover nights and weekends when the in-house team is off, and leave a written handoff for the morning.
247
24/7 support
Three watches on one queue: evening takeover, night watch, and the morning return.
How a queue is connected
- 01
Describe the queue
Channels, hours, and the kind of requests: sign-in, billing, orders, access. A quote starts here.
- 02
Set the limits
What the desk may decide, which tools it may open, and where the handoff is written. No implied refund authority.
- 03
Run a shadow watch
The desk works a real slice of the queue beside your team, and you read the notes before the watch stands alone.
- 04
Hand the shift over
Coverage goes live only after the morning team can see what is open without replaying every chat.
Where this support fits
The desk is written for software products, online shops, and marketplaces. The requests differ. The record does not: chat for what can end now, a ticket for what must last. Industries spells out the patterns. Pricing lists the monthly seat prices and the per-ticket fee.
Before you ask for a number
An SLA calculator and a shift planner use only numbers you type. The support cost calculator can place those numbers next to the published seat prices. The monthly price in dollars is on pricing. A calculator result is not a second rate card.
Seat prices, in dollars
A seat is one person on duty for a month. Weekdays are $2,000. After hours are $3,500. A 24/7 seat is $6,000. Overflow, when you already staff the day, is $12 for each ticket the desk touches. Pricing says what each row covers. The prices are what Hearthvane charges. They are not a survey.
Two longer notes
Overnight cover is the watch between dusk and the handoff. How a ticket gets closed follows one case from the first line to a last line the next person can trust. Neither note is a client list.
Questions before a quote
Do you replace our whole support team?
Not by default. Many queues only need the night and the weekend, while the in-house team keeps the day. A full round-the-clock watch is a separate agreement, described on the 24/7 page, and it is not assumed when you ask about after-hours cover.
Can the desk refund a customer at 02:00?
Only inside a ceiling you wrote down before the first shift. If that ceiling is zero, the ticket stays open for the day shift. The desk does not guess a refund, and it does not invent a limit that was never agreed.
Where do the working terms live?
The terms say what a quote request is, and what this site will not promise. The form on this page sends the note to the desk. It does not open a ticket. A support contract, if there is one, is a separate document you and the desk both accept.