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Service Desk

Every request, answered on time.

Customer requests land in one shared queue with priorities and SLA clocks. The assistant drafts the first reply; your team decides what gets sent.

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How a request moves

From the first message to the last reply.

One queue for every channel, a real conversation when it needs one, and the fix tracked on the board where the work happens.

The queue

A shared queue, not a shared inbox.

Impact and urgency set the priority, assignment groups route it to the right people, and every ticket carries its SLA clock. The assistant drafts a first answer grounded in the ticket and your articles.

  • SLAs you can seeResponse and resolution targets on every ticket, counting down in the queue.
  • Drafted, never auto-sentThe assistant writes the first reply; an agent reads it and sends it.

Live chat

A real person, the moment it matters.

Visitors chat from your site or portal. Agents see who is waiting, claim the next conversation in one click, and turn it into a ticket without asking anyone to repeat themselves.

  • Human takeoverThe waiting queue is live; claiming a chat puts an agent in the thread.
  • Transcript to ticketThe whole conversation comes along when it becomes a ticket.

Help center

Answer the question before it's a ticket.

Publish articles to a help center for each project. The virtual agent answers from them, cites what it used, and opens a ticket when it can't help.

Everything inside

The whole of Service Desk.

  • Intake

    • Email, portal and chat into one queue
    • Public intake forms, no login needed
    • Customer portal
    • Categories and assignment groups

  • Serve

    • Priorities from impact and urgency
    • SLA targets with visible clocks
    • Assistant-drafted first replies
    • Live chat with human takeover

  • Self-service

    • Public help center per project
    • Knowledge base articles
    • Embeddable virtual agent
    • Answers grounded in your articles

  • Run

    • Queues and service desk dashboards
    • Time tracked on tickets
    • Tickets linked to board items
    • Automation on status changes

Better together

Works with the rest of your work.

Give every request a clear next step.

Request early access and we’ll email you when your workspace is ready.

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