Two-person support desk playbook
How an owner plus one admin can handle all customer calls, emails, and reminders inside Toolfy without dropping any balls.
Two-person support desk playbook
When it’s just you and one admin, every distraction costs revenue. Use this playbook to keep comms tight with Toolfy inbox tags, canned replies, and simple workflows.
Daily rhythm (total ~45 minutes)
- 08:00 – Inbox triage (15 min)
- Filter Toolfy Inbox by tags:
Voicemail,Urgent,Quotes,Invoices. - Convert anything actionable into a job or comment so the field team sees it.
- Filter Toolfy Inbox by tags:
- 12:00 – Midday check (10 min)
- Review overdue reminders, send manual nudge if a previous reminder bounced.
- Confirm afternoon appointments; send “on our way” SMS if techs are running behind.
- 16:30 – Wrap (20 min)
- Update all jobs with notes/photos.
- Queue next-day reminders.
- Send review requests for completed jobs.
Toolfy setup
- Tags:
Voicemail,Quote question,Billing,Angry,VIP. Apply as soon as a message lands. - Canned replies: create snippets for “quote received”, “payment link”, “tech running late”, “we’re closed”.
- Shared board: owner handles field issues, admin handles billing/logistics. Use @mentions in comments for handoffs.
Phone workflow
- Forward business line to Toolfy voicemail with transcription.
- When voicemail arrives, auto-tag
Voicemailvia Zapier and assign to the owner. - Log callback outcome in the customer timeline, including promised follow-ups.
Emergencies
- Create a saved view “Critical” that shows jobs with tag
Angryor statusneeds_followup. - Use a bright label in the scheduler for same-day rework.
- If you can’t resolve same day, set a reminder workflow that pings both of you until it’s closed.
Need the tag set + canned reply template? Email support@toolfy.io and we’ll drop them into your workspace.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
How much time should a two-person support desk spend on customer comms daily?
What tags should I use for a small support desk inbox?
How do I handle phone support with a two-person team?
Need this workflow in Toolfy?
Spin up the exact checklist, scripts, and automations from this article inside your workspace.
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