Enterprise
Service Desk
A configurable service desk for the tickets a contact centre actually runs on: laptop swaps, access requests, schedule changes, HR questions, and the incidents that take down a client's queue. Each request type gets its own workflow, business-hours SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.), approval chain, and automation rules, with a service catalog and canned responses to keep agents fast. Underneath is a full ITIL (Information Technology Infrastructure Library: the industry-standard set of practices for running IT support as managed services.) toolkit: major-incident command with post-incident reviews, problem and change management, a CMDB (Configuration Management Database: a record of IT assets and configuration items and how they depend on one another.) that links tickets to the assets and configuration items they touch, AI-assisted triage that surfaces similar tickets and knowledge, and outbound webhooks plus two-way ITSM (IT Service Management: delivering IT support as managed services, with tickets, SLAs, and defined processes.) sync. End users get a self-service portal; managers get SLA, backlog, and volume reporting. Replaces the shared inbox or Slack channel where requests go to die.
What's inside
Ticket queue & workflow engine
Every request becomes a ticket on a per-project queue, moving through a configurable workflow with priority, SLA, assignee, and age visible at a glance.
SLA & OLA tracking
Business-hours SLA timers for response and resolution, plus internal OLA targets between teams, with at-risk and breach states surfaced before a deadline slips.
Approval workflows
Single, sequential, parallel, or conditional approval chains attached to a request type, each stage on its own clock, with delegation and escalation built in.
Automation rules
No-code rules that fire when a ticket is created or changes, matching conditions and running actions: set a field, route to a group, comment, or notify.
Major incident & post-incident review
Declare a major incident, open a war room, broadcast to stakeholders, and run a structured post-incident review once it's resolved.
Service catalog
A catalog of the services people can request, each mapped to the right request type, workflow, and approvals, so a request starts correctly instead of as free text.
Response templates & macros
Shared and personal canned responses with variables, so common replies are one click instead of retyped every time.
Asset & CMDB linkage
Link a ticket to the laptop, license, circuit, or cloud resource it's about, see who and what depends on that component, plus full context on the requester.
Knowledge & self-service portal
Surface the right knowledge articles on a ticket, and give end users a self-service portal to submit and track their own requests.
Time tracking & billing
Agents log time against tickets by activity type, with a billable flag derived from the project, building an append-only effort record.
Merge, split & sub-tasks
Break a ticket into sub-tasks, merge duplicates into one, or split a tangled ticket into separate work, with the history preserved.
AI-assisted triage
On any ticket, see similar past tickets, a suggested category, priority, and assignee, and the knowledge most likely to resolve it.
Problem & change management
ITIL problem records with a known-error database, and change requests gated by CAB approval, sitting alongside the incident queue.
Service desk reporting
Pre-built reports for volume, SLA and OLA attainment, backlog, time spent, incidents, and automation, scoped to a project and date range.
Webhooks, ITSM sync & on-call
Outbound webhooks, two-way sync with an external ITSM tool, and on-call schedules that escalate to whoever's holding the pager.