Give your helpline and front-door teams a focused workspace for safe, consistent triage across every channel.
Built for services that handle high volumes of calls, messages and web enquiries, the Theseus Helpdesk Module gives front-line advisors a clear, responsive workspace for every interaction. Whether your teams are office-based, hybrid, or fully remote, everything they need is in one place – from contact history and risk flags to triage forms and referral tools.
Replace manual processes and dated systems with intuitive structured triage flows that guide advisors step-by-step. Standardised questions, scoring and risk indicators help ensure every caller receives safe, consistent support, aligned with your local protocols and safeguarding processes.
The Helpdesk Module sits on the Theseus platform, so first contacts never sit in isolation. Advisors can quickly create or update records, capture consent, and refer callers into your own services or partner organisations – with clear visibility of activity and outcomes across the whole pathway.
The Helpdesk Module can be integrated with call management and multi-channel communications systems, enabling advisors to quickly locate or create client records from incoming phone numbers or details captured via SMS, web chat or social channels. In GamCare’s national gambling helpline, for example, Theseus is closely integrated with the Five9 multi-channel platform to streamline advisor workflows
Advisors see a complete picture of the client or caller in a single view – including contact details, prior engagements, risk flags and open actions. This reduces time spent hunting for information and helps advisors stay focused on the conversation, not the system.
Every interaction recorded in the Helpdesk Module feeds into core Theseus caseload management. This reduces duplicate entry, supports better reporting, and ensures front-line conversations directly inform care plans, outcome tracking and commissioning intelligence.
For services that never close – reliability, clarity and speed matter. The Helpdesk Module is designed to support continuous operations, with clear dashboards, efficient search and intuitive controls that help new and experienced staff get up to speed quickly.
Risk questions, scores and flags are built directly into the triage experience. Advisors can quickly capture immediate risks, highlight safeguarding concerns and record agreed actions, ensuring consistent practice and making it easier for receiving teams to understand context and urgency.
Configure one or more triage flows tailored to your service, such as separate processes for people seeking help for themselves and for family members or carers, or for referrals in from professionals in multiple settings.
From the same screen, advisors can provide advice and refer callers into local services, community providers or national partners using Theseus’ integrated referral pathways. This approach allows helpline advisors to send structured referrals – complete with relevant case notes – to partner agencies or internal teams for ongoing support.
Because triage, referrals and ongoing support all sit on the same platform, you gain a clear view of demand, throughput and outcomes. Managers can see how many contacts convert to referrals, where people are being signposted, and how effectively services are progressing cases – all without manual data manipulation.
The Helpdesk Module is powered by the same modern, responsive worker interface that underpins the Theseus Mobile Worker Portal. Advisors on the helpline and staff working in clinics, partner organisations or community settings all access the same up-to-date client record, on any device.
A caller’s initial contact captured in the Helpdesk Module flows seamlessly into caseload management and the Mobile Worker Portal. Outreach workers and clinicians can see the original triage notes, risk assessments and agreed actions, helping them pick up the story without asking callers to repeat distressing details.
Theseus’ role-focused interfaces are designed for ease of use and accessibility, minimising training overheads and helping staff feel confident quickly. For large distributed teams – like national helplines and partner networks – we can also support rollout with short, role-specific training videos and remote sessions.
All helpdesk data is stored securely in the Theseus Cloud, removing the risks associated with paper notes and offline data capture – making it easier to maintain a single, reliable source of truth. Updates and enhancements are deployed centrally, so your teams always benefit from the latest improvements without disruption.
