Helpdesk system
The helpdesk system brings every call, email, chat and message into one list of tickets with an assignee and a deadline, while the supervisor sees the workload live. Ready-made systems cost from 19 to 149 dollars per agent per month; a custom system makes sense when your phone calls, customers and contracts need to be in it, or when you have many agents: 3 000-29 300 € (based on 98 of our quotes as of 14 August 2026).
Ивелин КириловChief Technology Officer (CTO)
Владислав БарковManaging DirectorWhat it includes
- One list for all channels
Phone, email, chat, Viber, WhatsApp and Facebook in one place.
- Tickets with deadlines
Every ticket has an assignee, a priority, and response and resolution deadlines.
- Live dashboard
Open requests, calls waiting to be answered, and the team's current workload.
- AI assistant
Suggests a reply based on the knowledge base and the customer's history.
- Customer portal
The customer submits and tracks requests independently.
- Reports
Response and resolution times, quality by employee and by period.
How the process works
- 1The call, email or message enters the shared list and becomes a ticket for the customer, with their complete history.
- 2The ticket is assigned to an employee with a deadline, and the AI assistant suggests a reply from the knowledge base.
- 3The supervisor monitors deadlines on the live dashboard, while the customer sees the status in the portal.
Solution
MMM Support Desk
Calls, email, chat, Viber and Facebook in one list, tickets with deadlines, outbound campaigns with a script, a live dashboard and an AI assistant.
Price
€3,000-€29,300
most often around €8,600
Based on 98 of our quotes as of 14 August 2026
In brief: ready-made or custom system
Saitami's helpdesk system brings emails, chat, forms and calls together in tickets, with deadlines, assignees and customer history linked to their orders and contracts. No per-agent fee: Zendesk and Freshdesk start at 19 dollars per agent per month and increase with every new team member.
A custom system makes sense when the phone is the main channel and recordings need to be attached to tickets, your customers and contracts are in your own system, Viber is important to your customers, or you have many agents and the per-agent fee is already higher than the one-time cost.
Ready-made systems and their prices
The prices are from their websites, checked on 17 October 2026, in dollars and excluding taxes. Telephony is usually charged separately.
| System | Price as listed on the website | What to keep in mind | Source |
|---|---|---|---|
| Zendesk | Support Team 19, Suite Team 55, Suite Professional 115 dollars per agent per month with annual billing (25, 69 and 149 with monthly billing) | Enterprise, quote-based | zendesk.com/pricing |
| Freshdesk | Growth 19, Pro 55, Enterprise 89 dollars per agent per month with annual billing | Monthly prices are not listed on the page | freshworks.com/freshdesk/pricing |
A team of 20 agents on Zendesk Suite Team pays 55 dollars x 20 x 36 months, or 39 600 dollars over three years. A custom system from us costs 3 000-29 300 €, with no per-agent fee.
What we have built so far
Our contact centre platform brings phone, email, chat, Viber, WhatsApp and Facebook into one list, with inbound and outbound calls, a dialer, response deadlines and a live dashboard. The MMM Support Desk demo shows it in action. For Elite Call Center, we built a call centre infrastructure with Vicidial and A1SIP, recording all calls, a CRM with live monitoring, and AI-based call scoring.
Our custom Saitami ERP system handles browser-based calls with recording, transcription and summaries, while emails are drafted by artificial intelligence according to our rules.
What to check in the demo
Run one real day with the team and check:
- Whether the call and recording are automatically added to the ticket.
- How Viber and WhatsApp messages arrive, and whether replies can be sent from the system.
- What happens to a ticket when its deadline expires.
- How well the AI assistant answers your questions in Bulgarian.
- The three-year cost with the current and double number of agents, including telephony.
Recordings and data
Call recording is announced at the start of the call, recordings have a retention period after which they are deleted, and access to them is role-based. Customer data is hosted in the EU, with a data processing agreement in place with every provider in the system, in compliance with GDPR.
What we have not done so far
We have not migrated tickets and knowledge bases from Zendesk or Freshdesk. If you have years of history there, we check what the system can export before giving you a price.
Projects in the industry
Contact Center: omnichannel customer service platform
Customer service
All customer communication in one place: phone, email, chat, Viber, WhatsApp and Facebook. Inbound and outbound, dialer, SLA and live wallboard.
Elite Call Center
Call center
Complete call centre infrastructure built from scratch: Vicidial + A1SIP for VoIP telephony, call recording, custom CRM with live monitoring, ERP for operations management and a B2B website.
Saitami ERP: the system we use to manage our sales, with calls, emails, quotes and invoices in one place
Software company
Our own ERP and CRM system: a priority-ranked task queue, browser-based calls with recording and transcription, emails prepared by AI according to our rules, quotes and invoices that clients can open and accept online, and recorded meetings with summaries. We build the same system to order for companies with sales and customer service teams.
What you gain
Every request has an assignee
It is clear who is responsible and by when.
One screen
The team does not switch between apps to respond.
No per-agent fee
A new agent does not increase the bill.
How we get started
- 01
You describe the project
A few sentences about what you need are enough.
- 02
We come back with questions and a price
We ask 2-3 specific questions and tell you the price range.
- 03
We build a demo
For a website, store or software system, we build a demo made for you.
- 04
We send a proposal
A written proposal with the exact price. We meet only to discuss the solution.
Frequently asked questions
Helpdesk system: €3,000-€29,300, typically around €8,600. The exact price is included in the written proposal.
It depends on the scope, which we set out in the proposal. For comparison, here are examples from our portfolio: Pelikan DTM: since April 2026, continuously developed, Elite Call Center: 6 months, LiftexPro: 8 months.
Yours. We hand over the source code and data to you.
If you wish, we can maintain the project for €100-€350 per month. We specify what maintenance includes in the quote.
Integrations we have already built: SIP telephony, Viber, WhatsApp, Facebook Messenger, email and OpenAI. We check other integrations and include them in the quote.
For a few agents handling email and chat: choose a ready-made solution, Zendesk Support Team or Freshdesk Growth at 19 dollars per agent per month. A custom system makes sense when phone support is central, Viber is important or there are many agents.
Ready-made solutions cost from 19 to 149 dollars per agent per month. A custom system from us costs 3 000-29 300 €, with no per-agent fee.
Yes, in the same list as phone, email and chat. This is how our contact centre platform works.
Yes, via SIP, with the recording attached to the ticket, and a transcript and summary if needed. The recording is announced at the start of the call.
Yes, the AI assistant suggests a reply based on the knowledge base and the customer's history, and the employee checks it before sending it.
Related software
CRM system
CRM systems for a company in Bulgaria: HubSpot, Pipedrive, Bitrix24, Zoho and Bulgaria's InfoServ, with their prices as of 17.10.2026, the three-year cost for 10 salespeople, and when a custom CRM becomes cheaper. We use one like this to manage our own sales too.
Project management software
Project management software for a business with orders, sites or client projects: stages, tasks and deadlines, time tracking, field teams, budget versus quote, and a client portal. monday.com and Asana with their prices as of 17.10.2026, and when a custom system makes sense.
Related Services
Call center infrastructure
Call centre infrastructure for companies with operators: SIP telephony, automatic dialling, call recording, CRM and a live dashboard, built as one system that belongs to you.
AI chatbot for a website
An AI chatbot for your website that answers customers about your services, prices and terms, records their enquiry and hands it over to a person; by phone, the voice agent does the same.
Custom CRM system development
Custom CRM development for small and medium-sized businesses: customers, enquiries, deals, PDF quotes, tasks and a phone in the browser, with the data kept with you.
