Aeion Helpdesk for B2B SaaS Customer Support
B2B SaaS support is fundamentally different from consumer / e-commerce — tier-based SLAs (Enterprise 1-hour, Pro 4-hour, Starter 24-hour), customer 360 context (LTV + tier + product usage + active issues), CSM coordination on escalations, account health correlation, deep technical-issue investigation. Stack: Zendesk + Salesforce + Gainsight + Pendo costs $100K-500K+/year. Aeion Helpdesk + CRM + Commerce bundle B2B-SaaS-grade support natively.
What B2B SaaS Support Demands
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Walkthrough — Series C SaaS Support Team
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Walkthrough — Open-Source / Developer Tool Support
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Walkthrough — Enterprise White-Glove Support
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FAQ
Per-tenant tier definitions. Per-tier SLA + escalation. Per-customer per-tier override.
Per-customer CSM in CRM. Per-ticket CSM auto-notified. Per-CSM weekly customer-review.
Agents manually create and link an Aeion Forge ticket from a support ticket today — there's no automatic bug-ticket creation between Helpdesk and Forge yet.
Per-customer health-score Aeion CRM. Per-ticket health-degraded alert. Per-health renewal-risk.
Per-CRM customer lookup. Per-tier SLA auto-applied. Per-tier routing auto-applied.
Per-organization parent record. Per-organization multiple contacts. Per-organization aggregate view.
AI flags a ticket as a feature request; logging it in Aeion Forge, aggregating votes, and notifying the customer on ship are manual product-team steps today, not an automated pipeline.
Per-ticket auto-survey. Per-result aggregated. Per-detractor follow-up.
Per-status pause (customer-waiting). Per-business-hours config. Per-holiday calendar.
$100K-500K/year typical. Aeion Helpdesk: $49/mo flat, unlimited agents. Savings $98K-498K.