Client Background
BrightPath Media, a Florida-based digital marketing agency, was scaling fast managing SEO, ads, and content projects for over 80 clients across the U.S.
As their client base grew, so did the chaos. Their team handled support requests through Gmail, WhatsApp, and spreadsheets, making it nearly impossible to track who replied, what was pending, or which issue was urgent.
The Challenge
The agency faced three recurring headaches:
- Disorganized communication leading to missed client messages
- No visibility into ticket priority or turnaround time
- Manual follow-ups wasting hours each week
Clients grew frustrated with delays, and the team struggled to maintain consistency as workloads increased.
Our Solution
VibeCatalyst.us stepped in with a tailored osTicket implementation to bring order and automation to their support system.
We set up a cloud-hosted helpdesk portal with:
- 🎯 Department & Category Organization; separating SEO, Design, and Ads tickets
- 🤖 Auto-Responses; instant client acknowledgment on new tickets
- ⏱️ SLA Timers; ensuring time-based accountability for each issue
- 💻 Client Portal Access; allowing customers to check ticket status anytime
- 🔔 Automated Status Alerts via Uncanny Automator; connecting osTicket with their internal chat
Implementation
Our team completed the deployment in three key stages:
- Server Setup & Optimization installed osTicket on LiteSpeed cloud hosting for faster access.
- Workflow Design configured ticket routing rules, response templates, and user roles.
- Automation Layer integrated Uncanny Automator to trigger Slack notifications when tickets were updated, keeping the entire team aligned.
Everything was live and tested within 48 hours with minimal disruption to their daily operations.
Results
The results were almost immediate:
- ⚡ Response time dropped by 50%
- 📈 Client satisfaction scores rose within two weeks
- 👥 Support team efficiency improved no missed or duplicated responses
The agency regained control of their client communication, creating a smoother, more professional support experience that scaled with their growth.
Ready to Automate Your Client Support?
If your business is still juggling emails or chats for support, it’s time to upgrade.
👉 Let VibeCatalyst.us set up your automated osTicket system today so you can focus on serving clients, not sorting messages.