A service desk with SLA clocks you can defend
Multi-desk ticketing with deadlines frozen at creation by a business-hours engine, routing and auto-assignment, a knowledge base that measures its own deflection, and the ITIL Incident, Problem and Change registers. Enabled as a cloud marketplace pack.
One ticket model, many desks
Support, IT, finance and admin desks each get their own queues, agents, canned responses and routing rules over a single ticket model. A ticket carries a threaded conversation with attachments, a priority and category, and the channel it arrived on.
Deadlines frozen at creation
A pure engine adds business minutes across weekly windows, holidays and your timezone, then freezes the first-response and resolution deadlines onto the ticket. Editing the policy afterwards never moves a live clock. Paused time credits the effective due date, and a scan classifies every clock as running, at risk, breached or met.
Route it, or let the desk do it
Rule-based routing places tickets by desk and category; a non-manual desk auto-distributes new tickets round-robin across its agents, and an explicit auto-assign picks the least-loaded one — each writing a system message and notifying that agent. A background sweep escalates clocks as they breach.
Deflect first, then run ITIL properly
Versioned articles sit behind a deflection search an agent can test exactly as a customer would, with a “this solved it” counter per article. Above the tickets sit the registers: Incidents with an impact × scope severity matrix, workaround, RCA, PIR and corrective actions; Problems that promote to a Known Error — which also writes the KB article; and Changes with risk from impact × likelihood, CAB statuses and a change calendar.
What’s included
- Multi-desk tickets, queues and threaded conversations with attachments
- Business-hours SLA calendars — windows, holidays, timezone, pause credit
- Deadlines frozen at creation; a policy edit never moves a live clock
- Routing rules plus round-robin and least-loaded auto-assignment
- Canned responses, agents and per-desk configuration
- Knowledge base with versioned articles and a deflection counter
- CSAT (5-point) or NPS (10-point) captured per resolved ticket
- ITIL Incidents, Problems, Known-Error database and Changes with a CAB calendar
- Requester self-service portal with its own signed-in external login
- Deterministic insights: SLA-risk ranking, draft-ticket triage, similar tickets
- Escalate a ticket straight into a service job card
Frequently asked
Is the helpdesk part of the offline desktop app?
No — it’s a cloud marketplace pack, enabled from Business Add-ons. It layers on your existing customers and contacts; it does not run in, or sync to, the offline desktop edition.
What happens to open tickets when I change an SLA policy?
Nothing. Deadlines are computed once at creation and stored on the ticket, so a policy edit only affects tickets raised after it. That is deliberate — an SLA report you ran last month still reconciles today.
Can customers raise and follow their own tickets?
Yes. The support portal is a real external login — your company ID plus the access token you issue, on its own session cookie and login rate limit — and a requester only ever sees their own tickets.
Is the triage assistant AI?
The triage classification, SLA-risk ranking and similar-ticket lookup are deterministic computations over your own tickets: they run with AI switched off and reproduce exactly. An optional narration explains the same figures in words when you enable it.
What exactly is included in Helpdesk · ITSM · Cloud edition?
multi-desk tickets, queues and threaded conversations with attachments, business-hours SLA calendars — windows, holidays, timezone, pause credit, deadlines frozen at creation; a policy edit never moves a live clock, routing rules plus round-robin and least-loaded auto-assignment, canned responses, agents and per-desk configuration and knowledge base with versioned articles and a deflection counter, and 5 more. Every item on that list is a working screen you can open in the trial rather than a capability described in the abstract.
How is helpdesk · itsm · cloud edition handled differently here?
It rests on one ticket model, many desks, deadlines frozen at creation, route it, or let the desk do it and deflect first, then run ITIL properly. The distinction that matters is that these are structural rather than cosmetic — the behaviour is built into how records are posted, not layered on as a report you have to remember to run.
Does Helpdesk · ITSM · Cloud edition post to the real books?
Yes, and that is the whole reason it lives in this product rather than beside it. What one ticket model, many desks records lands in the same posted double-entry ledger the Trial Balance, P&L and GST returns are built from — so there is no second set of helpdesk · itsm · cloud edition numbers to reconcile against the first.
How does Helpdesk · ITSM · Cloud edition affect my GST?
It feeds it directly rather than sitting alongside it. CGST/SGST and IGST are split from HSN or SAC and place of supply as each document is raised, so whatever helpdesk · itsm · cloud edition produces is already correct when GSTR-1, 3B and 2B reconciliation are drawn off the same books. The return matches the accounts because it was never a separate exercise.
Does Helpdesk · ITSM · Cloud edition cost extra?
No. Helpdesk · ITSM · Cloud edition is part of the accounting core rather than a paid add-on, so deadlines frozen at creation is there on the entry tier exactly as it is on the highest one. What the tiers change is reach and depth — devices, multi-branch and multi-warehouse reporting, and whether the conversational AI copilots are switched on.
Can I try Helpdesk · ITSM · Cloud edition before committing?
Yes — 14 days, no card. Test helpdesk · itsm · cloud edition against your own masters and your own transactions rather than sample data: the questions worth answering here are about your business's edge cases, and a demo dataset is built not to have any.