Help desk and service desk in one platform
A service platform that starts with the ticket and extends to SLAs, workflows, assets, incidents, changes and field service. Run it as an IT help desk, a customer service center, an employee request portal, or all three.
Why one platform?
In many organizations requests live in email, assets in spreadsheets, contracts in shared folders, and reports are assembled by hand at month end. Nobody sees the whole picture.
When tickets, assets, contracts, SLAs and requesters share one database, every question has an answer on one screen: which devices fail most in Jeddah? What is our SLA compliance for this customer? Who resolves most tickets on first contact?
Five layers working together
What each decision maker gets
CIO / IT Director
"Will it cover our needs now and later?"
A full service desk with incidents, problems, changes and assets, AD/Entra ID integration and on-premise deployment.
Support Manager
"How do I see what my team is doing right now?"
A supervisor dashboard with workload, unassigned and at-risk tickets, plus automatic escalation.
Customer Service Manager
"How do I raise satisfaction and cut repeat complaints?"
WhatsApp, email and portal in one queue, canned replies, CSAT after every closure and a knowledge base.
Operations Manager
"Is the same process followed in every branch?"
Standard workflows per request type, defined approvals, field service with visit reports.
Procurement
"What is the total cost and what is included?"
A detailed quote by agents, users, modules, hosting, customization and support.
Cybersecurity Lead
"Where is the data and who can access it?"
RBAC, MFA, encryption, a full audit log and IP restrictions when needed.
Start with what you need, grow without switching systems
Help Desk
Organize requests and commit to response times.
- Tickets and channels
- Categories and assignment
- SLA and escalation
- Self-service portal
Service Desk
Turn support into defined services.
- Service catalog
- Workflows and approvals
- Knowledge base
- CSAT and performance
Full ITSM
Manage the IT service lifecycle per ITIL practices.
- Incidents and problems
- Change management
- Assets and licenses
- Contracts and field service
General specifications
| Item | Details |
|---|---|
| Interfaces | Responsive web for agents and admins, portals for requesters and employees, mobile apps for technicians and requesters. |
| Languages | Arabic (native RTL) and English, with more languages on request. |
| Deployment | SaaS, private cloud or on-premise. |
| Identity | SSO with Active Directory and Microsoft Entra ID, MFA. |
| Integration | REST API and webhooks; Microsoft 365, Teams, WhatsApp, SMS, ERP, HR, CRM and monitoring tools. |
| Reporting | Live dashboards and exports to PDF, Excel and CSV. |
Platform questions
Do we have to buy every module upfront?
No. Start with tickets, SLAs and the self-service portal, then switch on ITSM, assets or field service later on the same data.
Can it serve internal IT and customer service together?
Yes, with separate teams, SLA policies and forms for each.
Does it work on mobile?
The web interface is responsive, and there are mobile apps for technicians and requesters.
Can group companies keep data separate?
Yes, with multi-company mode: separate data per company and consolidated reporting for group management.
Explore the platform on your scenarios
A live demo covering the modules you care about.
- Tailored to your role
- Initial timeline and cost
- A phased growth plan