Question 1

What exactly is GHL Helpdesk?

Accepted Answer

A full 24/7 helpdesk for HighLevel agencies. It starts with an AI Support Agent (Tier 0) trained on HighLevel and your docs, then escalates to three human tiers: L1 basic support (housekeeping, simple edits, status checks), L2 advanced support and account management (snapshot tweaks, workflow edits, calendars, permissions), and L3 senior engineers (custom builds, API work, AI/MCP integrations). You buy a bucket of human hours per month; the AI Agent is included on every plan.

Question 2

Is this software or a service?

Accepted Answer

A service. An AI Support Agent plus a trained human pod working as an extension of your team. 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

The AI Agent (Tier 0) first-response is under 2 minutes, 24/7. L1/L2 human first-response is under 30 min on Starter, under 15 min on Growth, and under 5 min on Scale and Your Own Pod. L3 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 L1, L2, and L3?

Accepted Answer

Tier 0 is our AI Support Agent. Trained on HighLevel and your docs, it handles anything in the playbook: answers, status checks, how-to questions, password resets, ticket routing. L1 is a trained human picking up basic support that needs a person. L2 is trained human agents doing account work inside HighLevel: snapshot tweaks, workflow edits, calendars, pipelines, funnels, user and permission management, integrations housekeeping. L3 is senior engineers for anything outside the playbook: custom workflows, API integrations, AI / MCP work, large rebuilds, data migrations. Tickets escalate AI Agent → L1 → L2 → L3 automatically.

Question 6

Can you do MCP / AI integrations?

Accepted Answer

Yes - that's L3 engineering. Custom GPTs, MCP servers, AI agents wired into your HighLevel workflows, third-party API syncs. L3 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.

Full helpdesk for HighLevel agencies. From password resets to AI/MCP builds.

Support is the work nobody wants to do.

Response time

Under 2 minutes

Tickets pile up

Coverage

24/7 staffed pod

AI alone isn't enough

Cost

Hours, not headcount

Hiring is expensive

Escalation

Tasks actually close

Tickets bounce