Helpdesk and ATS Implementation
Helpdesk and ATS implementation configures a service-ticketing system with SLA and technician assignment, or an applicant-tracking system for structured hiring. GullySystem sets up either, matched to how your support or recruitment team actually works.
What Helpdesk and ATS Implementation Covers
These are two related but separate systems — a helpdesk for service tickets and an applicant-tracking system (ATS) for hiring — grouped here because both are ticket-and-workflow tools that businesses often set up around the same time. We configure either on its own, or both together.
Where a Service Desk Breaks Down
Complaints Logged in a Notebook or WhatsApp Group
An appliance service company takes complaints over phone calls and a shared WhatsApp group, so a technician's day depends on whoever remembered to write the job down, and nothing tracks how long a complaint has been open.
No Way to See What Is Overdue
Without SLA rules configured, every ticket looks the same in the queue, and a complaint from weeks ago carries no more urgency than one from this morning.
Technician Assignment by Who Answers the Phone
Jobs go to whoever happens to be free or picks up, rather than by area, skill or existing workload, so some technicians are overloaded while others sit idle.
Where Hiring Breaks Down Without an ATS
Resumes Scattered Across Email and a Shared Folder
A staffing firm's recruiters each keep their own shortlist in email or a personal spreadsheet, so nobody has one view of who applied, who was interviewed, and who is still waiting for a response.
No Record of Why a Candidate Was Rejected
Decisions get made in a conversation and never logged, so if a candidate reapplies or a client asks for status, there is no record to check against.
What We Configure for Helpdesk and ATS
- Ticket intake channels — phone, WhatsApp, email or web form — feeding one queue
- SLA rules and escalation by complaint type or customer tier
- Technician or agent assignment by area, skill or current workload
- Job requisitions, candidate stages and interview scheduling for the ATS
- Structured rejection and offer tracking, so hiring history is searchable later
What Shapes Helpdesk and ATS Cost and Timeline
- Whether helpdesk, ATS, or both are in scope
- Number of ticket or intake channels to be connected
- How many SLA tiers, escalation rules or hiring stages need configuring
- Integration with your existing communication channels or careers page
Frequently asked questions
Can complaints come in from WhatsApp as well as phone calls?
Yes, ticket intake can be configured across multiple channels — phone logging, WhatsApp, email and a web form — all landing in one queue rather than staying scattered across each channel.
How do SLA rules work?
Response and resolution timeframes are configured by complaint type or customer tier, and tickets approaching or past that limit are flagged for escalation, so ageing complaints do not simply sit unnoticed.
Can technicians be assigned automatically?
Yes, assignment rules can route a ticket by area, required skill or current workload, rather than by whoever happens to answer the phone.
Is the ATS connected to our careers page?
It can be. Where you already run a careers page or job listing, applications can be configured to flow directly into the ATS instead of arriving by email for someone to copy across.
Can recruiters see the same candidate pipeline?
Yes, that is the main benefit — one shared view of every requisition and candidate stage, rather than each recruiter's own list, with a record of decisions kept against each candidate.
What do you need from us to set this up?
For a helpdesk, your current complaint channels and any existing SLA expectations. For an ATS, your typical hiring stages and interview process. Either way, one person who can confirm the workflow before go-live.
Tell us what you need.
Send a short brief and one of our engineers will come back to you — usually the same day.
- No obligation
- We reply the same working day
- Your details stay private