#INC-24817Critical
Booking system unreachable at the Jeddah branch
WhatsApp
IT › Network
High impact × High urgency
- New
- Assigned
- In progress
- Awaiting confirmation
- Closed
One platform for tickets, IT support and service requests
TixDesk brings every support request from email, WhatsApp, phone and portals into one place, routes it to the right team, and tracks service levels until the request is resolved and rated. Management gets a live view of every branch and team.
Built in Riyadh. Arabic-first, with a complete English interface.
Help Desk, Service Desk, ITSMFrom simple tickets to incidents, changes and assets
Cloud or on your serversSaaS, private cloud or on-premise
Arabic and EnglishNative RTL plus full English UI
A sample ticket moving through its stages
If your support team works like this, you lose time and goodwill every day
These problems repeat in most organizations before they adopt a structured support system. Next to each one is what changes.
The problem todayWhat changes with TixDesk
The ticket lifecycle: 14 stages where everyone knows what is needed and who owns it
From the moment a request arrives until its fix becomes a knowledge article. Select any stage.
1
15 intake channels, one queue
Wherever a request comes from, it becomes a ticket with a reference number, linked to the requester, their organization and branch, and handled by the same routing rules.
Customer portalSubmit and track requests
Employee portalInternal support and services
Agent consoleLog tickets on behalf of users
EmailEvery email becomes a ticket, every reply is threaded
WhatsAppReceive and reply inside the system
SMSQuick reports and updates
Website formEmbedded in your site
APICreate tickets from your apps
Mobile appFor requesters and technicians
Contact centerTicket created during the call
Front deskWalk-in reports
External systemsERP, HR and CRM events
Monitoring toolsAlerts open incidents automatically
QR codeOn a device or room, location prefilled
Service catalogStructured requests with approvals
Not a simple ticketing tool, but a complete service platform
Start with what you need today and switch on more modules as you grow, on the same data.
Ticket managementTickets
Forms per request type, custom fields, attachments, merging, sub-tasks.
Categories & prioritiesImpact × Urgency
Multi-level categories and calculated priority.
Assignment & teamsL1 · L2 · L3
Route by skill, branch, contract or workload.
Service levelsSLA
Response and resolution timers by customer, contract and business hours.
EscalationEscalation
Functional and hierarchical escalation before and after breach.
Notifications & templatesTemplates
Email, SMS, WhatsApp and push, with variables.
Incident managementIncident
Restore service fast, run major incidents and status pages.
Problem managementProblem
Root cause, known errors, workarounds, permanent fixes.
Change managementChange
Risk, approvals, CAB, implementation and rollback plans.
Service catalogCatalog
Each service with its form, workflow, approvals and SLA.
Asset managementAssets
Hardware, servers and licenses linked to tickets.
Workflow & approvalsWorkflow
Sequential, parallel and conditional approvals.
Self-service portalPortal
Submit, track, reply, rate and reopen.
Knowledge baseKB
Internal and public articles that deflect repeat requests.
SatisfactionCSAT
Rating after every closure, with dissatisfaction reasons.
Arabic & EnglishRTL
Language per user, more languages on request.
Field serviceField
Scheduling, technician app, photos, parts and signatures.
Branches & locationsLocations
Company, region, city, branch, building, floor, room.
Customers & accountsAccounts
Full profile per customer with contracts and assets.
ContractsContracts
Hour banks, visits, covered assets and contract SLAs.
DashboardsDashboards
Management and supervisor views, live.
Agent performanceKPIs
Response, resolution, FCR, reopen rate, CSAT.
ReportsPDF · Excel · CSV
16 ready reports plus a custom builder.
AI assistanceAI
Suggested category and reply, summaries, similar tickets.
Security & auditSecurity
MFA, encryption, RBAC and a full audit log.
Integrations & APIREST · Webhooks
Microsoft 365, Teams, AD, Entra ID, ERP and HR.
Multi-companyMulti-Company
A group of companies with separated data.
Multi-tenant & white labelMSP
Serve many clients under your own brand.
Measurable commitments for every request
An SLA is the promise you make to requesters. TixDesk turns it into timers inside every ticket, alerts supervisors before a breach, and reports real compliance instead of estimates.
Within target1:10 / 4:00
1h 10m used, 2h 50m left
At risk3:32 / 4:00
28 minutes left; supervisor alerted
Breached+0:45
Escalated to level 2 and the manager notified
Paused2:05 / 4:00
Waiting for the customer; the clock is stopped
- Assignment timeFrom creation until an owner is assigned.
- First responseThe first real reply, not an auto-acknowledgement.
- Update timeMaximum gap between updates on an open ticket.
- Resolution timeCalculated on business hours and holidays.
- Closure timeUntil confirmation or auto-closure.
By customerBy contractBy serviceBy priorityBy ticket typeBy branchBy business hours
Want to see SLAs on your real requests?We configure your own service levels for the demo.
Rules that work for your team around the clock
Routing, reminders, escalation and closure run on "if… then…" rules your admin sets up without code.
Ifthe category is Network
Thenassign the network team and apply the infrastructure SLA
Ifpriority is Critical
Thentext the IT manager immediately
Ifthe SLA is about to expire
Thenalert the supervisor
Ifthe customer has not replied in 3 days
Thensend a reminder by email and WhatsApp
Ifthere is still no reply
Thenauto-close after the set period
Ifa ticket is reopened twice
Thencreate a problem record and link similar tickets
A workflow for every request type
A new laptop is not handled like an outage. Define who approves, which team executes each step, and let the system move the request along.
- Manager approvalConditional on value
- IT reviewSpecifications
- InventoryStock or purchase
- PreparationSoftware and asset record
- HandoverDigital signature
- ClosureRating
- Manager approvalBusiness need
- System ownerSequential approval
- AdministratorGrant access
- RecordScope and duration
- Notify userEmail and portal
- HR requestParent ticket
- AccountSystems team
- EmailSystems team
- LaptopHardware team
- VPN & accessSecurity team
- PhoneTelecom team
AI that assists your agents, not replaces them
An optional layer that suggests, summarizes and searches. The agent always decides. It is enabled per function according to your data policies.
Assistant suggestion for #24817
Matches an incident at the Dammam branch last week. Approved fix: restart the link service after the certificate update.
Category: Network › Branch linkTeam: Infrastructure3 similar tickets
Suggested category & priorityFrom the request text
Suggested teamFrom similar past tickets
Draft repliesReviewed before sending
Ticket summariesFor supervisors and handovers
Similar ticket detectionBefore duplicates are created
Suggested fixesFrom the knowledge base
Semantic KB searchBy meaning, not keywords only
Natural-language search"Overdue critical tickets in Jeddah"
Dashboards that answer management questions before they are asked
New today46
Open128
Overdue7
SLA compliance94%
Avg. resolution3.4h
CSAT4.6/5
| Ticket | Subject | Branch | Team | Status |
|---|---|---|---|---|
| #24817 | Booking system unreachable | Jeddah | Network | In progress |
| #24809 | Meeting-room printer down | Riyadh | Field | 1h overdue |
| #24806 | Access to correspondence system | Riyadh | Systems | Awaiting approval |
| #24798 | Slow network in HQ | Dammam | Network | Closed |
| #24791 | Fingerprint reader at gate | Khobar | Hardware | 25m overdue |
| #24785 | Email password reset | Makkah | Accounts | Closed |
When a request needs a visit, the ticket goes with the technician
Tickets become field visits with a date, a location and a technician who documents the work from the mobile app.
- Technician, time and location
- Check-in, start and finish
- Before and after photos
- Parts used and notes
- Customer signature
- Automatic visit report
Good morning, FahadToday's visits: 4
#24809Overdue
Meeting-room printer downAdmin building, 2nd floor#2481210:30
Install new displayTraining center#24791Done
Fingerprint readerSigned by customerDesigned for how your sector works
GovernmentCitizen reports and internal IT
HospitalsCritical faults, 24/7
UniversitiesStudents, faculty and labs
SchoolsClassrooms and devices
BanksChange and compliance
FactoriesProduction line downtime
RetailPOS and branches
Real estateTenant maintenance
Managed service providersMulti-tenant contracts
Maintenance companiesVisits and contracts
Run it where your policies require
The same product and features. The difference is where it runs and who manages it.
SaaS Cloud
Cloud
Fastest start. We handle hosting, updates and backups.
Private Cloud
Private cloud
A dedicated environment with full data isolation; Saudi data centers available.
On-Premise
Your servers
Installed in your data center; data stays under your control.
Enterprise-grade security
Every login, change and permission update is logged, and every user sees only what they should.
Integrates with what you use
Identity, email, collaboration and business systems, plus a full API.
Pricing built on your actual needs
No one-size package. We quote after understanding your team size, modules and deployment, with every line item listed.
Number of agentsPeople working tickets
Number of usersRequesters on the portal
BranchesLocations covered
ModulesITSM, assets, field service…
IntegrationsIdentity and business systems
DeploymentCloud, private or on-premise
CustomizationForms, workflows, reports
Support levelCoverage and response times
Questions before buying
How is TixDesk different from a simple ticketing tool?
On top of tickets you get SLAs and escalation, workflows and approvals, a service catalog, incident, problem and change management, assets and contracts, field service and performance reporting.
Can it run on our own servers?
Yes. TixDesk is available as SaaS, in a private cloud, or installed on-premise.
Is the interface available in English?
Yes. The product is Arabic-first with a complete English interface, and each user chooses their language.
Can you migrate our data?
Yes. We migrate customers, users, assets and historical tickets depending on what your current system exports.
How is pricing calculated?
By number of agents and users, branches, modules, integrations, deployment model, customization and support level.
See TixDesk working on your requests
A live demo with a specialist, built around your request types, teams and branches.
- A scenario based on your real requests
- Direct answers on security, hosting and integration
- An initial estimate of timeline and cost