Outbound webhooks, two-way sync with an external ITSM (IT Service Management: delivering IT support as managed services, with tickets, SLAs, and defined processes.)IT Service Management: delivering IT support as managed services, with tickets, SLAs, and defined processes. tool, and on-call schedules that escalate to whoever's holding the pager.
Outbound webhooks push ticket and incident events to Slack, PagerDuty, or any endpoint, with signed payloads.
For the operator
The desk pushes ticket events to other systems over signed, retried webhooks, and syncs bidirectionally with a client's own ITSMIT Service Management: delivering IT support as managed services, with tickets, SLAs, and defined processes. tool so neither side falls out of date. On-call schedules route after-hours escalations to the person actually on the pager.
Business impact
The service desk plugs into the tools a client already runs instead of forcing a rip-and-replace. On-call escalation means a critical ticket at 2am reaches a human, not an empty queue.
