Model Output Help Desk

A help desk for real operational work—not just IT tickets.

Model Output Help Desk provides licensed, secure multi-tenant ticketing, agent watchers, inherited service-level policies, deadline and breach tracking, company/division dashboards, private searchable knowledge, tenant-safe AI suggestions, email-native support conversations with a dedicated customer address, and identity-safe outside consultant assistance for support requests, production issues, and business-process questions.

Explore capabilities See pics All products and services

Help Desk capabilities

One place to capture, coordinate, resolve, and learn

Secure ticketing, SLA tracking, dashboards, private knowledge, authorized AI suggestions, ticket email, identity-safe consulting coordination, and public consultant outreach are offered through the platform.

01

Ticket management

Create and track requests with human-readable ticket numbers, priorities, extensible statuses, categories, owners, timestamps, resolution details, and a complete event timeline.

02

Internal support

Handle computer problems, system outages, application issues, production questions, workflow problems, system configuration issues, and other operational work in the same adaptable system.

03

Company and division organization

Keep work inside the correct company and division or plant, with configurable rules for whether employees can see peer requests.

04

Agent assignment and routing

Assign agents across an entire company or any authorized subset of divisions, with clear ownership and reassignment history.

05

SLA tracking

Apply Model Output defaults, company policies, or division overrides for first response and resolution targets by priority and business hours.

06

Dashboards and trends

See workload, open tickets, aging requests, response and resolution times, SLA performance, volume trends, and company or division activity.

07

Private knowledge base

Search published company/division articles, save drafts, publish directly with scoped permission, track review dates, and turn a polished resolution into knowledge without exposing the private conversation.

08

On-demand AI knowledge suggestions

A requester or authorized agent starts the search only when it is useful, helping control provider costs. The search uses only authorized company or ticket-division knowledge, presents article-linked resolution ideas, accepts requester feedback, and supports an encrypted company API key with optional division overrides.

09

Your dedicated support address

Each customer can receive a memorable address such as pressforward@help.modeloutput.com. Requesters can use it directly without a Model Output account, and the customer does not need to create a mailbox or configure an inbound mail server.

10

Keep a branded support alias

A customer may publish an address such as support@yourcompany.com and route or forward it to the dedicated Model Output address after a one-time authentication and delivery test. If a provider does not preserve trustworthy sender evidence, the dedicated address remains the safe supported option.

11

Email-native conversations

Only the approved customer domain can open new email tickets. The requester and original CC participants receive a ticket acknowledgment, receive public agent replies, and can reply by email without a login; validated public attachments travel with replies, while internal notes never leave Model Output.

12

Visible email delivery history

Agents can distinguish provider acceptance from delivered, delayed, or failed delivery when the configured provider supplies that evidence, without exposing message content in operational tracking.

13

Agent watchers

Any authorized agent can watch a ticket, see which teammates are watching, receive later activity notifications, and select Stop watching at any time. Internal-note notifications link back to the secured ticket without copying the private note into email.

14

External consultant assistance

Customers request specialized help through a separate private description, and approved consultants see only an identity-safe opportunity without customer identity, ticket conversation, or attachments.

Company pricing

Choose the team size that fits your business

Every paid plan includes the current Help Desk capabilities, requester accounts, company OIDC SSO, and customer-funded AI suggestions.

Essentials

$149per company/month

Includes 5 agent seats.

Additional agents: $20/month

Get started
Most popular

Professional

$299per company/month

Includes 20 agent seats.

Additional agents: $20/month

Choose Professional

Business

$699per company/month

Includes 40 agent seats.

Additional agents: $15/month

Choose Business

Enterprise

Call for a quotecustom company plan

Talk with Model Output about custom seats, support, integrations, and hosting options.

Pricing is tailored to your requirements

Request an Enterprise quote

Annual billing: pay for 11 months and receive 12 months of service. Setup, migration, custom integrations, consulting, dedicated hosting, and AI-provider usage are quoted separately.

Core workflow

From a new request to a reusable answer

  1. 1

    Capture the work

    A signed-in requester can submit through the web. A Company may also use its dedicated @help.modeloutput.com address directly—with no customer mailbox setup—or route a branded alias to it after a compatibility test. Only authenticated mail from the approved customer domain creates a ticket.

  2. 2

    Route it responsibly

    Authorized agents see work within their company or assigned divisions, then take ownership, adjust priority, communicate with the requester, or watch a ticket to follow every later activity update.

  3. 3

    Continue by web or email

    The requester and original CC participants receive a ticket acknowledgment, can receive public agent replies, and can reply by email without a Model Output login. Agents can see accepted and—when available—delivered, delayed, or failed email status, while internal notes remain private.

  4. 4

    Keep what the team learned

    An authorized agent can now rewrite the final resolution as searchable private company or division knowledge while the ticket conversation and files stay on the ticket.

Operational use cases

Flexible enough for the issues businesses actually face

Secure foundation

Identity and access protect ticket data from the first request

Model Output separates global identity, company membership, division scope, roles, and permissions. Ticket queries, internal notes, private attachments, and downloads use those boundaries on the server.

Email-based identity

One global account can hold different responsibilities across multiple organizations.

OIDC company SSO

Pre-provisioned company users can authenticate through compatible providers such as Microsoft Entra ID and Okta.

No domain-based access

Sharing a company email domain never creates membership or grants a role.

Server-side authorization

Sensitive access is evaluated from memberships, scope, roles, and permissions—not hidden buttons.

Audit-aware changes

Security and access changes produce useful evidence without storing OIDC tokens or secrets.

Tenant-safe AI assistance

Suggestions use only published knowledge the requester can access, with encrypted company API keys and optional division overrides.

Questions and answers

Model Output Help Desk FAQ

What is the Model Output Help Desk?

It is a business help desk and operations platform for managing support requests and operational issues in a company-aware workspace. Secure core ticketing, agent watchers, inherited service levels, company or division dashboards, and private knowledge, authorized AI suggestions, configurable ticket email, privacy-preserving consulting assistance, and public consultant outreach.

Is the Help Desk only for IT support?

No. It supports IT incidents, production problems, workflow questions, ERP or MIS issues, system configuration issues, and other operational work in many industries.

Will it support companies with multiple divisions or plants?

Yes. The foundation supports companies, divisions or plants, company-wide roles, and access to any authorized subset of divisions.

How will AI be used?

After a ticket is saved, the AI workflow searches only published knowledge the requester is authorized to access, suggests relevant articles and possible resolutions, records feedback, and keeps the normal support workflow open. Company administrators can use a company provider key with optional division overrides.

Does Model Output support company SSO?

Company-specific OpenID Connect SSO is available for pre-provisioned users.

Can requesters create and reply to tickets by email?

Yes. Each customer can receive a dedicated help.modeloutput.com address that works without a customer mailbox or requester account. Authenticated mail from the approved customer domain can open a ticket, and the requester and original CC participants receive an acknowledgment, can receive public agent replies, and can reply by email. A branded customer alias may route or forward to the dedicated address after a one-time sender-authentication and delivery compatibility test.

How does consulting assistance protect customer privacy?

A customer writes a separate consulting description. Approved consultants see only that description, selected skills, and a random opportunity identifier—not the customer, company, ticket conversation, attachments, or internal history.

What capabilities does the Help Desk include?

The Help Desk includes tenant-scoped queues, search and filters, assignment, priorities, statuses, public replies, internal notes, agent watchers, private attachments, resolution, and history. Inherited SLA policies, business calendars, deadline tracking, and company or division dashboards are also available, along with searchable private knowledge, authorized AI suggestions, and configurable inbound/outbound ticket email and privacy-preserving consulting coordination.