Help Desk
A ticket workspace technicians want to use all day
Queues with live counts, a dense list, and the full conversation and device context on one screen. Built for speed, with keyboard shortcuts for everything.
What you get
Help Desk in detail
Three pane workspace
Saved views and queues on the left, a dense ticket list in the middle, the conversation on the right. Live counts for My open, Unassigned, SLA at risk, Breached and Waiting on customer.
SLA clocks you can read at a glance
Every ticket carries a countdown chip. Policies set response and resolution targets by priority, with escalation before a breach rather than after.
No more double replies
See when a colleague is viewing or typing on the same ticket. Bulk assign, merge, tag and change status across a multi select.
Context beside the conversation
The side panel shows the requester and company, contract and hours left, the linked device with live status, past tickets, the SLA timeline and the time log.
Macros, knowledge base and CSAT
Insert a macro or a knowledge article from the composer, attach files, and send a satisfaction survey when the ticket is resolved.
Keyboard first
j and k move through the list, Enter opens, r replies, n adds a note, a assigns to you, s and p change status and priority, e resolves.
Questions
Frequently asked
Is Help Desk required?
Yes. Help Desk is the base of every plan. All other modules attach to it.
Can we run it for several customers?
Yes. Tickets, devices and contracts can be tied to a customer account, so a managed service provider can work several customers in one place. An internal IT team can use it with no customer accounts at all.
Do requesters need a licence?
No. Licensing is based on the technicians who work tickets. People who raise tickets do not need a seat.