Frequently asked questions before buying
23 questions asked by IT, support and procurement leaders. Search or filter by topic.
What is TixDesk?
A platform that turns every support request, report or service request into a ticket with a number, owner and due time, and manages it to closure, with SLAs, escalation, workflows and reporting, extending to ITSM, assets and field service.
Is it only for IT?
No. Customer service, beneficiary reports, maintenance, facilities, HR and finance all use it.
Is the interface available in English?
Yes. TixDesk is Arabic-first with a complete English interface; each user chooses a language.
Who builds TixDesk?
Realistic Solutions for IT in Riyadh, Saudi Arabia.
Does it support SLAs by customer and contract?
Yes, and by service, priority, ticket type, branch and business hours.
Which channels create tickets?
Fifteen, including email, WhatsApp, SMS, portals, phone, web forms, API, mobile app, QR codes and monitoring tools.
Does it handle approvals and workflows?
Yes: single, sequential, parallel, conditional and value-based approvals, with a workflow per request type.
Is there a technician app?
Yes, for scheduling, check-in, photos, parts, customer signatures and visit reports.
Does it include AI?
As an optional assistive layer: suggested categories and replies, summaries, similar tickets and semantic search, enabled per your data policies.
How much does it cost?
Pricing depends on agents, users, branches, modules, integrations, hosting, customization and support. Request a quote for an itemized proposal.
Subscription or license?
Usually subscription for cloud and license plus support for on-premise; both are explained in the quote.
Can we try it first?
Yes: a demo on your scenarios, then a trial environment for your team.
Do you respond to tenders?
Yes, with technical and commercial proposals per the tender requirements.
How long does rollout take?
It depends on branches, modules and integrations; we recommend a phased launch starting with the essentials.
Do you migrate our data?
Yes: customers, users, assets, historical tickets and articles, depending on what your system exports.
Do we need developers to configure it?
No. Categories, fields, forms, rules, SLAs and permissions are configured in the admin panel.
Can it run on our servers?
Yes, alongside SaaS and private cloud.
Can data stay in Saudi Arabia?
Yes, on your servers or in a Saudi data center depending on the hosting option.
What security controls are included?
MFA, SSO, RBAC, encryption, data isolation, IP restrictions, audit log and backups.
Does it integrate with AD and Microsoft 365?
Yes, plus Microsoft Entra ID and Teams.
Is there an API?
Yes, REST API and webhooks.
Is support available in English?
Yes, from our team in Riyadh during Saudi business hours, with extended coverage by contract.
Can we speak to existing customers?
TixDesk is in use with several customers; references are available on request.
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