Question 1

What exactly is GHL Helpdesk?

Accepted Answer

A full helpdesk for HighLevel agencies, staffed by three human tiers: T2 basic support (housekeeping, simple edits, status checks), T3 advanced support and account management (snapshot tweaks, workflow edits, calendars, permissions), and T4 senior engineers (custom builds, API work, AI/MCP integrations). You buy a bucket of human hours per month. An AI Support Agent (T1) trained on HighLevel and your docs is coming soon and will be included on every plan at no extra cost.

Question 2

Is this software or a service?

Accepted Answer

A service. A trained human pod working as an extension of your team, with an AI Support Agent layer coming soon. No software to install. Onboarding takes about a week to get your SOPs, escalation rules, and access set up.

Question 3

What's the SLA?

Accepted Answer

First human response is under 2 minutes during U.S. hours on every plan. T3 advanced support responds in under 15 minutes. T4 engineering work is scoped, not instant. You'll get a scope and ETA within one business day, then it ships on the agreed timeline.

Question 4

Do unused hours roll over?

Accepted Answer

Yes. You can roll over up to 25% of your monthly cap to the next month. If you're consistently under or over, we'll suggest moving you to a tier that fits.

Question 5

What's the difference between T2, T3, and T4?

Accepted Answer

T2 is a trained human handling basic support: answers, status checks, how-to questions, password resets, account housekeeping. T3 is trained human agents doing account work inside HighLevel: snapshot tweaks, workflow edits, calendars, pipelines, funnels, user and permission management, integrations housekeeping. T4 is senior engineers for anything outside the playbook: custom workflows, API integrations, AI / MCP work, large rebuilds, data migrations. Tickets escalate T2 → T3 → T4 automatically. T1, our AI Support Agent, is coming soon and will sit in front of T2.

Question 6

Can you do MCP / AI integrations?

Accepted Answer

Yes - that's T4 engineering. Custom GPTs, MCP servers, AI agents wired into your HighLevel workflows, third-party API syncs. T4 hours are included on Scale and Your Own Pod, and billed à la carte on Starter and Growth. We scope the work first, then ship.

Question 7

Can I white-label it as my own support team?

Accepted Answer

Yes - on the Your Own Pod plan. We answer as your agency, from your domain, in your tone of voice. Your clients never see GHL Helpdesk branding.

Question 8

How is my client data handled?

Accepted Answer

Signed NDA and DPA. Least-privilege access into your HighLevel sub-accounts. Every action our agents take is logged and auditable. Infrastructure is SOC2-track.

Question 9

Can I cancel?

Accepted Answer

Yes. Plans are month-to-month - cancel anytime, no long-term contract. Your Own Pod is scoped per quote and can be paused or resized with 30 days' notice.

Software Support for HighLevel Agencies & SaaS Resellers

Support is the bottleneck breaking HighLevel agencies.

Response time

Under 2 minutes

Tickets pile up

Coverage

Always-on staffed pod

AI alone isn't enough

Cost

Hours, not headcount

Hiring is expensive

Escalation

Tasks actually close

Tickets bounce