Every request answered, every SLA met
A modern service desk for IT and application support. Requests arrive by email or the self-service portal, go straight to the right team and are tracked against your SLAs, with automatic escalation before anything is late.
Less chasing, faster fixes
Stop losing requests in inboxes and chat messages. Every request is captured, routed, timed and reported, so users know where things stand and managers see the whole picture.
- Works with your email. Users simply email support; the helpdesk does the rest.
- SLAs that enforce themselves. Warnings and escalations go out automatically before a breach.
- Teams stay focused. Each support group sees its own queue and its own private notes.
- Audit-ready from day one. Every view, change, login and export is recorded.
Everything a service desk needs
Pick an area to see what it does.
Email & Portal Intake
Users ask for help the way they already work, and every request becomes a ticket.
- Email-to-ticket from your Microsoft 365 shared mailbox
- Replies thread into the right ticket automatically
- Quoted text stripped, auto-replies and mail loops ignored
- People in To and CC become watchers
- Email attachments imported with the ticket
- Self-service portal with application tiles
- Technicians can log tickets on a caller's behalf
- Unknown senders politely rejected
Smart Routing & Assignment
The right ticket reaches the right person, without a dispatcher.
- Routing by application, with keywords, owners and default priority
- IF/THEN business rules by type, keywords, department or domain
- Group queue, round-robin or least-loaded assignment
- Technicians on leave are skipped automatically
- Take, reassign or transfer with a mandatory reason
- Triage queue for anything that needs a human eye
SLAs & Escalation
Promises you can keep, and early warnings when you might not.
- Response and resolution targets per priority and type
- Business hours, holiday calendar and time zone, or 24x7
- Clock pauses while waiting for the user or a vendor
- Priority from an impact and urgency matrix
- Warning to the technician at 75% of the target
- Escalation to team leads at breach and to management at 150%
- Thresholds you can change at any time
- Live SLA status on every ticket
Agent Workspace
Everything a technician needs on one screen.
- My tickets, group queue, unassigned, overdue and triage views
- Filters, search and Excel export
- Internal notes visible only to the working team
- Canned responses for the team or everyone
- Time logging on every ticket
- Merge duplicate tickets
- Watchers who follow and reply
- Resolved tickets close automatically, and users can reopen them
Dashboards & Reports
Know how your service desk is really performing.
- Live KPIs: open, unassigned, overdue, due today and on hold
- Charts by status, priority, application and team
- Created vs resolved trend, SLA % and average resolution time
- Technician workload at a glance
- Reports: ticket register, SLA compliance, breaches, ageing and transfers
- Technician performance and volume by application
- Everything exports to Excel
- Reports emailed to you daily, weekly or monthly
Security & Audit
Built for organisations that answer to auditors.
- Active Directory sign-in and Windows single sign-on
- AD groups mapped to roles, with accounts created on first sign-in
- Roles for administrators, IT managers, technicians, coordinators and auditors
- Each support team sees only its own tickets
- External vendor accounts with sponsor, approval and mandatory expiry
- Field-level audit trail and ticket access log
- 10 audit reports: logins, lockouts, access reviews, privilege and config changes
- Encrypted secrets and account lockout
From first email to closed, fully tracked
Capture
Email or portal request becomes a ticket with priority set by impact and urgency.
Route
Rules pick the team and the next available technician.
Resolve
SLA timers run, pause when waiting and escalate before a breach.
Close & report
The user is notified, the ticket auto-closes and every step feeds your reports.
Support teams of every kind
IT service desks
Incidents and requests for every system your staff use, with SLAs per priority.
Application support
Route by business application, each with its own team, owner and keywords.
Vendor-supported systems
Give suppliers controlled, expiring access and pause SLAs while you wait on them.
Helpdesk questions, answered
Do users need to learn a new tool?
No. They can keep emailing your support address, and replies arrive by email. The portal is there for those who want to see their tickets and follow progress.
Does it work with Microsoft 365 and Active Directory?
Yes. Tickets are created from a Microsoft 365 shared mailbox, staff sign in with their Windows account, and AD groups control who gets which role.
Where is it hosted?
On your own Windows servers with IIS and SQL Server, so ticket data stays inside your network. We install and configure it for you.
Can we match it to our branding and SLAs?
Yes. Name, logos, colours, email templates, priorities, SLA targets, business hours, holidays and escalation thresholds are all set from the admin screens.
Give your users a helpdesk that answers
See it running with your own applications, teams and SLAs.