Why website support should feel like a partnership… and not a queue
We are not a Service Desk
When most people think about website support, they imagine a service desk. You find a bug, submit a ticket, and wait. By itself, it feels transactional, inflexible, and, let’s be honest, a little cold.
While we do provide a portal for clients to raise and track tickets, our support offering isn’t a traditional service desk. Instead, it’s a partnership model that goes beyond simple fixes and elevates the entire support experience. At Pixeled Eggs, we work as an extension of your team, combining design, content, UX, and development expertise to keep your website performing, evolving, and improving. We’re not just fixing issues as they arise.
Most support services are reactive. They exist to fix things when they break. While keeping the lights on is important, it doesn’t help you grow.
For many organisations, this approach leads to:
- Slow response times for non-critical issues
- Missed opportunities to improve user experience or conversions
- Frustration when a “ticket” doesn’t fully capture the problem or idea
In short, a service desk treats your website like a set of disconnected issues, rather than a living, evolving platform.
That’s where we’re different. We don’t just wait for you to notice a problem. Because we view ourselves as part of your team, we’re constantly looking for ways to move the needle:
- We fix bugs quickly, in line with SLAs, through our dedicated support team
- We tackle issues before they become urgent, proactively identifying opportunities through regular optimisation reports
- We use our multidisciplinary expertise across UX, design, content and performance to improve your website with creativity and care
Most of the time, our clients aren’t coming to us with a bug. They’re coming with an idea, a challenge, or a new goal and they need a partner with the skills and enthusiasm to make it happen quickly.
At Pixeled Eggs, we don’t just fix code. We improve experiences for your internal team and for the people who rely on your website.