One Platform, One Brand: How HTNetwork Simplified Support with Retraflow

Key takeaways

• Retraflow unified HTNetwork's support from three separate platforms (WHMCS, Tawk, Discord) into one modern inbox, eliminating app-switching and giving agents full customer context at a glance.

• Deep WHMCS integration + custom-branded theme lets agents instantly view orders, products, services, and assist professionally—"as if we have our own custom solution like other big-name companies."

• Retraflow's AI for rewording, spelling/grammar checks, built-in escalations, pinging, agent notes, push/browser notifications, and reminders made support cleaner, more precise, and noticeably faster—while responsive feature development turned ignored feedback into actual improvements.

Client

HTNetwork is a UK-based game server hosting provider offering powerful, affordable hosting for FiveM RP servers, Minecraft, BeamMP multiplayer, and beyond. Known for easy one-click setups, custom packs (like HTNFramework for FiveM), and strong customer praise for quick ticket responses, they prioritize high-quality support in an industry where fast help keeps communities thriving.

After dealing with rigid legacy tools that ignored feature requests, HTNetwork adopted Retraflow. The switch brought everything into one clean platform, reduced daily friction, and let their team focus on what matters: delivering exceptional support to gamers and server owners.

Challenges

Before Retraflow, HTNetwork managed support across WHMCS (for tickets, email, and billing visibility), Tawk (live chat), and Discord (for internal escalations)—three platforms to juggle daily.

The biggest frustration: "The lack of ability with our previous solutions to request new features, and any comments we did make were never reflected in actual changes." Feedback went nowhere, platforms stayed rigid, and agents constantly switched tabs/apps.

In live chat (Tawk), agents had zero visibility into customer products or servers—they had to manually log into WHMCS separately and search, sometimes leading to errors like pulling up the wrong account. Multiple fixed-price tools added up in overall costs, with no easy way to scale or customize without penalties or extra spend.

Solutions

HTNetwork chose Retraflow for its direct, B2B-focused approach and genuine willingness to build what customers need: "Usually an agreement was met, and those features were added." As they put it, "No two companies handle support the same way due to different products and business scales"—Retraflow's flexibility transformed their workflow.

Key integrations included:

• A custom theme for full brand recognition and a premium, professional look.
• WHMCS integration—agents see orders, products, services, and details instantly, with no hassle or separate logins.
• AI integration—"Huge for us"—used heavily for rewording messages, fixing spelling/grammar, and ensuring clear, polished responses that make the team appear tidy and expert.

Volume-based pricing wasn't the deciding factor here, but the overall model removed the old per-tool fragmentation and upsell headaches.

Results

Response times noticeably decreased, thanks to push notifications, browser alerts, and reminders for inactive chats/tickets—keeping nothing from slipping.

Workflow became seamless: built-in escalations, pinging system, and agent notes mean no more jumping between platforms or losing context. Everything lives in one place.

Agents love the experience: "The entire Retraflow UI makes a difference. It's modern and clean, making it more pleasant to spend extended periods of time in." Having unified tools reduces strain and stress, boosting motivation during busy shifts.

Quote

"It is a clean, modern, simple, and intuitive solution that significantly improves workflow, allowing our support team to focus on what truly matters: providing high-quality, top-tier support to our customers."
— HTNetwork

Going Forward

As HTNetwork grows—adding more game packs, locations, and features—Retraflow stays the reliable backbone for support. With custom branding, powerful integrations, responsive development, and a motivating interface, they can scale confidently while keeping their focus on fast, professional help that keeps gaming communities happy and servers running smoothly.