Every ticket with an owner, a deadline and a history.
Service Desk · ITSM and support
Incidents, requests and changes in team queues, with SLAs calculated from your policy. Customers open tickets through the portal or chat with the assistant — and your team sees everything on one screen.
What Service Desk does
Incidents, requests and changes
Each type with its own status workflow, priority, assignee and an audit trail of every change.
Policy-based SLAs
First response and resolution targets by project, type and priority — the most specific policy wins, not the first one on the list.
Team queues
Tier 1, Tier 2, field or legal: each team sees its own queue, and tickets open in place without losing the list.
Customer portal
A public portal per project, with your branding, a service catalog and forms with the fields each service requires.
Knowledge base
Articles curated by your team and answers that resolve issues before they become tickets, in the portal and the assistant.
Assets (CMDB)
Equipment and configuration items linked to the ticket — by serial number, location or owner.
How it works
- The customer asks for help — Through the portal, the AI assistant, WhatsApp or a CRM agent.
- The ticket is created right — Type, queue and deadline come from the selected service and the SLA policy — no manual triage.
- The team resolves it — With the customer's history, linked assets and knowledge base articles right beside the ticket.
- The customer rates it — Closure with a satisfaction survey, and the dashboard shows deadlines, backlog and quality.
AI that opens, classifies and resolves first
The assistant works in the portal and talks with the customer until it understands what they need.
- Portal assistant that understands the request and opens a ticket with a reference number
- Checks a ticket's status for the customer, without involving your team
- Suggests knowledge base articles before opening a ticket
- Never claims it opened a ticket without the reference number in hand
Differentiators
SLAs that actually apply
The ticket deadline comes from the policy you configure — by project, type and priority — not from one fixed number for everyone.
From conversation to ticket
A CRM conversation becomes a ticket in one click, and the customer shows up with the same record on both sides.
A trail for every step
Status changes, edits, attachments and asset links are recorded: who did what and when, on every ticket.
How it connects to the rest of the platform
- CRM: the same customer from support conversations
- Nextflow: approvals and automations on tickets
- Agents AI: the assistant that serves the portal
Frequently asked questions
Can each customer have their own portal?
Each project has its own public portal, with the logo, colors, service catalog and help articles you choose to show.
How is the SLA calculated?
Through policies you define with first response and resolution targets, by project, ticket type and priority. When more than one applies, the most specific wins.
Can I have more than one team?
Yes. Each queue can belong to a team, and tickets in a team queue are only visible to its members.
Is the AI assistant required in the portal?
No. It is enabled per portal, and the form stays available alongside it for those who prefer to submit directly.