Can our field techs call the help desk directly, or does everything go through the office?

A tech standing on a roof with a tablet that will not load the job should call us, not call the office so the office can call us. That relay costs fifteen minutes and garbles the description of the problem, and it turns your front desk into a bottleneck on the busiest days.

During onboarding we set up your user list so we know who is authorized to call and what each person should have access to. Techs can also email or use the support icon on their device.

One boundary worth agreeing on up front: anything that spends money or changes access, such as a new user account, new hardware, or a permission change, gets confirmed with whoever you designate before we act on it. Your techs get help instantly. Your authority over purchases and access stays with you.