Support that scales. Without the chaos.
TekStack delivers a complete B2B help desk built on Microsoft Dynamics 365 Customer Service. AI agents, a self-service portal, and full customer visibility - all in one platform connected to your CRM and projects.
Support teams are drowning.
Your customers are noticing.
B2B support is different from consumer support. The stakes are higher, the customers are more demanding, and the consequences of getting it wrong hit your renewal rate directly.
Cases fall through the cracks
Support requests arrive by email, phone, and chat with no single place to track them. Cases get missed, duplicated, or assigned to the wrong person with no visibility on what happened.
Agents answer the same questions repeatedly
Without a knowledge base or self-service options, every common question becomes a support ticket. Agents spend most of their time on low-value work instead of complex issues that actually need human judgment.
No visibility on what customers are experiencing
Account managers and sales reps have no idea what support issues their customers are dealing with. Renewal conversations happen without context and customers feel like they have to repeat themselves constantly.
SLAs are missed with no early warning
Response and resolution targets are tracked in spreadsheets or not at all. By the time someone notices a breach, it is already too late and the customer has already lost confidence.
Escalations are chaotic
When a case needs a subject matter expert, agents resort to Slack messages or tapping someone on the shoulder. There is no structured escalation path and resolution time suffers as a result.
Customers have no self-service options
Every status update, every simple question, every document request requires contacting your team directly. Customers feel out of control and your team spends time on work that should be automated.
Support costs are hard to track
Without time entry on cases, there is no way to understand the true cost of supporting each customer. High-cost accounts look the same as low-cost ones and pricing decisions are made without real data.
Product bugs have no connection to customer impact
When a bug is logged in DevOps, there is no link back to which customers are affected or how many cases it is generating. Engineering prioritizes blind and support teams cannot give customers accurate timelines.
No metrics to improve performance
Leadership has no reliable data on case volume, resolution times, CSAT scores, or agent performance. Decisions about staffing, process, and tooling are based on gut feel rather than evidence.
AI that does the work,
not just the talking.
TekStack brings real AI capabilities to your support team. Not chatbot demos - working agents that deflect cases, create knowledge, and keep your team informed automatically.
AI agent on your website
A conversational AI agent lives on your support site and handles common questions before they become tickets. It searches your knowledge base, guides customers through self-service steps, and hands off to a live agent when needed.
- Answers common questions instantly, 24 hours a day
- Deflects cases that do not need a human agent
- Seamless handoff to live agent with full conversation context
- Built with Copilot Studio on Microsoft infrastructure
Automatic knowledge article creation
Every time an agent resolves a case, AI analyzes the conversation and suggests a new knowledge article. Your knowledge base grows automatically without anyone having to write documentation manually.
- AI drafts articles from resolved case content
- Agent reviews and approves before publishing
- Surfaces similar articles to agents while working on a case
- Reduces repeat cases as self-service content improves over time
AI-powered agent productivity
Built-in generative AI helps agents work faster on every case - from drafting responses to summarizing long case histories so new agents can get up to speed instantly.
- AI-drafted email responses agents can edit and send
- Case summaries generated automatically for handoffs
- Case similarity matching surfaces related issues
- Forecasted case workflow based on historical patterns
Build your own agents with Copilot Studio
Not every workflow fits a template. TekStack is built on Microsoft Copilot Studio so your team can create custom agents for specific support scenarios without writing code.
- Build agents for specific product lines or customer segments
- Connect agents to external systems via Azure AI Foundry
- No code required for most agent configurations
- Runs on Microsoft's enterprise-grade AI infrastructure
Integrated alert monitoring from external systems
TekStack connects to your external monitoring and alerting tools so that infrastructure alerts, product errors, and system events automatically create cases - with full context - before your customers even notice something is wrong. Connect your monitoring stack via open API or pre-built integrations and route alerts directly into the case queue with the right priority, the right assignment, and the right customer context already attached.
Every help desk capability. One platform.
TekStack extends Microsoft Dynamics 365 Customer Service with pre-configured features built specifically for B2B companies. Faster to deploy. Easier to run.
- Unified inbox for email, phone, chat, and portal cases
- Automatic case routing and assignment by queue or skill
- SLA tracking with breach alerts and escalation rules
- Case priority and severity classification
- Email queue workflows pre-configured for B2B support
- Case resolution workflow with customer notification
- Merge duplicate cases automatically
- Full case history linked to the customer account record
- Branded self-service portal for customers
- Single Sign On security via Microsoft Entra
- Submit new cases and view existing case status
- Knowledge base with case deflection for self-resolution
- Live agent chat or AI bot handoff
- View projects, invoices, and other customer information
- Centralized knowledge base accessible to agents and customers
- AI auto-suggests articles to agents while working a case
- AI drafts new articles from resolved case content
- Article approval workflow before publishing
- Deflects portal cases before they reach the queue
- Email queue routing pre-configured for B2B support teams
- Automated notifications to customers on case updates
- Internal escalation workflows via Microsoft Teams
- Case swarming for complex issues requiring multiple experts
- CSAT and NPS survey automation on case closure
- Alert monitoring integration to auto-create cases from external tools
- Sync product bugs from DevOps to customer case management
- Link cases to bugs so engineering sees real customer impact
- Status updates from DevOps flow back to the customer case
- Agents can give customers accurate resolution timelines
- Full case history visible from the customer account record
- Sales and account management teams see open and closed cases
- Project, invoice, and subscription data linked to cases
- Time entry on cases to track support cost per customer
- Conversational intelligence on Teams Phone calls for coaching
- Power BI dashboards for case volume, SLA, and CSAT
- Agent performance reporting by volume, speed, and quality
- Case trend analysis to identify recurring issues
- Support cost per customer using time entry data
- CSAT and NPS tracking over time by customer segment
- Knowledge base usage and deflection rate reporting
Everything an agent needs in one view
TekStack configures the D365 Customer Service workspace so agents have full context on every case without switching between systems. Customer history, active projects, open invoices, and case details - all in one place.
- Optimized agent workspace layout for B2B support teams
- Full customer 360 - cases, projects, invoices, subscriptions
- AI-suggested responses and knowledge articles inline
- Escalate to Teams channel directly from the case record
Give customers control over their own support
The TekStack customer portal gives your customers a professional, branded experience where they can manage their own cases, find answers, and stay up to date - without calling or emailing your team.
- Submit cases and check status without contacting support
- Search the knowledge base before a case is even created
- Chat with an AI agent or request a live handoff
- View projects, invoices, and account details in one place
Meet Max
Max is your Support Operations partner, included in your TekStack subscription. A blend of AI agents and human experts built to keep your help desk running at its best.
Max monitors your support operation, flags what is slipping, and helps your team stay ahead of issues before customers feel them.
Max quietly keeps your support operation tight. It ensures cases are assigned, SLAs are tracked, agents are coached, and your knowledge base is growing automatically - so your team can focus on actually helping customers.
AI agents watch for cases that are stalling, at SLA risk, or missing responses and surface them before a breach occurs.
Max reviews resolved cases and generates knowledge article drafts automatically, so your self-service content improves without extra work.
Human experts review case transcripts and response patterns to identify coaching opportunities and improve team quality over time.
Identify customers with high case volume, repeated issues, or declining CSAT so account managers can get ahead of churn risk.
Max checks that cases follow the right workflows, have the right fields completed, and move through stages correctly.
Regular reporting on case volume, SLA performance, CSAT trends, and agent productivity that leadership can actually trust.
See your help desk running the way it should in one hour.
Most B2B support teams are working around tools that were not built for them. We will show you what a help desk purpose-built for B2B looks like - and what it takes to get there.
- 1 We learn about how your team handles support today and where the biggest gaps are
- 2 You see a live walkthrough built around your specific support scenarios
- 3 We walk you through pricing, straightforward with no surprises
- 4 You leave with a clear picture of what switching would actually look like
Book your demo
Fill out the form and we will be in touch within one business day to confirm your time.
