Incidents and requests
A single intake from email, portal or mobile, routed by category, site and severity, with the history of that asset already attached to the ticket.
One queue, and an SLA clock that nobody can quietly ignore
Incidents arrive by email, by phone and by someone walking over to a desk. Preventive maintenance sits in a separate spreadsheet. Vendor obligations live in a contract that nobody opens until something breaks.
Helpdesk puts all of it in one place with a clock running against the contracted response and restoration times, for your own team and for your vendors equally.
Capabilities
- Email, portal and mobile intake
- Automatic routing by category, site and severity
- SLA clocks with escalation and breach alerts
- Preventive maintenance scheduling
- Asset register with full service history
- AI-assisted classification and suggested resolutions
- Knowledge base linked to ticket categories
- Live operational dashboards and monthly reporting
- Self-hosted with role-based access
What it covers
SLA that is enforced
Response and restoration clocks per severity, automatic escalation before a breach, and a report at month end showing what held and what did not.
Preventive maintenance
Scheduled tasks raised automatically against the asset register, so planned work sits in the same queue and competes honestly for the same technician hours.
Asset and device register
Every asset with its location, warranty, service history and the tickets it has generated. The pattern of repeat failures becomes visible instead of anecdotal.
AI-assisted triage
Incoming tickets are classified, prioritised and matched against similar resolved cases, so the engineer starts with what worked last time.
Dashboards for review
Open volume, ageing, breach risk, technician load and repeat-offender assets, ready for the operations review rather than assembled the night before.
Questions about Helpdesk
Can it hold our vendors to their SLA as well as our own team?
Yes. Vendor contracts are modelled with their own response and restoration commitments, and the clock runs from the moment the ticket is assigned to them. The monthly report shows vendor performance alongside internal performance.
Does it connect to DCIM?
Yes. A DCIM alarm can open a ticket automatically with the asset, location and telemetry snapshot already attached, which removes most of the delay between detection and someone owning the problem.
Can we migrate our existing ticket history?
Usually. We import from CSV or directly from common tools. Historical tickets are preserved against the right assets so trend reporting does not restart from zero.
Is there a limit on agents or end users?
Licensing is per agent, not per end user, so opening the portal to your whole organisation costs nothing extra.
Tell us what you are building
Send a brief, a floor plan or a single-line diagram. We reply with an approach, a rough capacity envelope and an honest view of what it takes to run.