Support for an agency or consultancy

Agencies get support requests from many clients at once, each with its own history and expectations. A little structure keeps requests from getting lost and keeps every client feeling looked after.

Last reviewed October 14, 2026

Give each client a clear route

Use one address or tag per client so every request lands in the right place. Clients should know where to write, and your team should see at a glance whose request it is.

Agree scope and response times

Write down what counts as support and what is billable project work, and how fast you reply to each. It avoids awkward conversations about whether a request is covered.

Keep a record for each client

Store the history, decisions and approvals against the client, not in someone's inbox. When an account manager is away, anyone can pick the thread up.

Separate urgent from routine

Agree what an urgent request is, such as the site being down, and how to reach someone. Everything else can wait for the normal response time.

Report on a regular schedule

Send a short monthly note with what you handled and how long it took. Clients who can see the work are less likely to doubt its value.

Review profitability

Track the time spent per client against what they pay. If one account takes far more support than it earns, change the scope or the price.

Questions

Should each client have their own inbox?

A tag or label per client in one shared inbox is usually enough. Separate addresses help when a client wants to write to their own named contact.

How do I stop support from eating project time?

Set a monthly allowance in the agreement and track the hours. Requests above it become a quote, which keeps the conversation simple.

What should I tell clients about response times?

Give a clear target, such as one working day, and a separate route for emergencies. Then meet the target consistently.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.