We Built This for Ourselves First
Then realized other multi-brand founders needed it too.
The Problem
Years of poorly handling customer questions across multiple brands. We have several apps on the market and support both our service clients and app users—each with very different interactions and expectations.
Despite having a team that could more than handle the volume, we never could find the right system to get the right questions to the right team member. So much of it just fell on me as a founder.
That's a recipe for disaster.
What We Tried
Zendesk. Help Scout. Reamaze. Gorgias. Gorgias was the closest, but my team failed to adopt it—I think due to clutter and complexity. It's really meant for e-commerce, and while our clients are e-commerce, our brand is service and apps. Not the best fit.
Here's the thing: Zendesk is expensive. It's just ridiculous. You end up choosing how many people you really have to have supporting your clients, instead of letting your whole team help.
What We Needed
We wanted to turn our weakness into a strength. The right system for multiple client types, across multiple brands, serviced by multiple team members. We couldn't find it, so we built it.
No per-seat fees so our full team could adopt it. Multi-brand by default so we weren't fighting the software. And API-first so we could build support right into the apps we had on the market—instead of everything being disconnected.
Why Per-Ticket Instead of Per-Seat
Per-seat pricing reduces the team members you choose to service your clients. You end up with support silos where only a few people can help.
Getting the whole team involved is how you keep founders growing their businesses instead of stuck in operations. It's the difference between growth and stagnation.
Why API-First
We wanted to build tickets into our products so customers could have an integrated experience and not have to hunt for how to get ahold of us. By taking support right to them inside our apps, we can channel customers into the most ideal support model.
It also means you or your clients can build their own ticket portal, or take our open source interface and build it into the perfect solution for your use case. We build a great UI, but we can't envision what's perfect for everyone forever. Why not unlock you to build your own perfect scenario?
Who It's For
Multi-brand founders struggling to support. IT companies supporting multiple clients. IT departments supporting teams within their company. Franchises rolling out support for their franchisees. Developers building support into their products.
If you sell hotdogs and don't see the value in support, this probably isn't for you. But if getting the right questions to the right people matters to your business—we built this for you.
Our Philosophy
No fluff. Little opinionation in the experience. We want it to be straightforward, with multiple paths to the solution you're looking for so people don't need to adapt to the way we think. The system should adapt to you.
That's why we've included things like custom statuses, custom fields on tickets, customers, companies, and more. We provide the primitives—you build what you need.
What Success Looks Like
Helping customers gets easier. Your customers are happier and stickier. Faster response. Less anger. That's what we're building toward.
Who We Are
I'm Kal Wiggins. I've been running Epic Design Labs for 15 years, working with over 1,000 clients—from startups to 8-figure brands. I buy, build, and run my own stores with my own money.
We're staying bootstrapped. Staying affordable. Keeping our eye on the prize: making a meaningful impact on our clients' businesses and their relationships with their customers.
We're real people trying to make a difference for real people. People and purpose before profit.
Get in Touch
Have questions? Want to learn more?