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ITDESK By Autointelli
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ITSM · ITAM · Service Catalog · Knowledge

A Full-Featured AI-Enabled ITSM Platform

Manage incidents, service requests, changes, and enterprise support workflows from one centralized platform — powered by AI, accessible via WhatsApp, anytime and anywhere.

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  • Self-hosted & on-prem ready
  • SLA-driven workflows
  • SSO, SCIM & MFA
Meet your people where they work
  • WhatsApp
  • Email
  • Microsoft Teams
  • Slack
  • Web Portal
  • REST API

Product in action

See ITDesk running

Real screens from the product, not mock-ups.

ITDesk dashboard with total, monthly and open ticket counts, SLA response and resolution compliance, and average CSAT score

Screens from the live product; identifying details have been removed.

Why ITDesk

Eight reasons IT teams run on ITDesk

From the first email to the annual appraisal, one platform carries the whole story.

SLA management for vendors and technicians

Every clock accounted for — yours and your vendors'

Define SLA policies by priority, department, category or VIP status, run them on business-hours calendars, and let timers pause while you wait on a user or a vendor. Vendors carry their own response and resolution targets, so third-party delays are measured, not guessed.

  • Response and resolution targets per policy, with near-breach warnings
  • Business-hour calendars, holidays and pause-on-pending
  • Vendor targets tracked through acknowledge and resolve

Automated ticket routing and business rules

Tickets reach the right team before anyone triages

Build business rules without code: choose a trigger, add conditions on priority, category, sub-category or assignee, and let ITDesk set fields, assign agents and route work to the right support group.

  • No-code rule builder with conditions and actions
  • SLA assignment by category, priority, department or VIP
  • Support groups and skill-based assignment

Customer feedback and CSAT score

Hear from users while the fix is fresh

Collect a 1–5 rating and comments on each ticket, then watch the average CSAT on your dashboard. Feedback lands next to the SLA numbers, where service quality is actually decided.

  • 1–5 rating with written feedback per ticket
  • Average CSAT on the live dashboard
  • Feeds directly into technician appraisal

Track annual technician performance

Appraisals backed by data, not memory

Pick a technician and a period — a quarter or the full year — and get tickets attended, work completed within SLA against breached, split by incidents and service requests, plus average CSAT.

  • Any date range, including the full year
  • SLA met versus breached by ticket type
  • Average CSAT per technician

No additional modules required

One platform. Nothing to bolt on.

Incidents, service requests, change and problem management, IT configuration management, contract management, knowledge management, the service catalogue with approvals, SLA management and WhatsApp ticketing — all in one product, on one login, sharing one set of data.

  • Full ITSM and ITAM in a single platform
  • Catalogue requests with approvals built in
  • WhatsApp ticketing without a separate tool

Vendor management

Bring third parties inside your process

Keep vendors in the same workflow as your own teams. Escalate a ticket to a vendor, capture their acknowledgement and resolution, and keep notes on the ticket — while the SLA timer respects the wait.

  • Vendor directory with response and resolution targets
  • Escalate to a vendor and track acknowledge and resolve
  • Notes and history stay on the ticket

SSO, LDAP and MFA with audit logs

Enterprise sign-in, with a trail to prove it

Sign in through SAML single sign-on, federate your LDAP or Active Directory through it, require multi-factor authentication by role, and provision users with SCIM. Every administrative action and sign-in event lands in the audit log.

  • SAML single sign-on and SCIM provisioning
  • Authenticator-app or email OTP MFA, enforced by role
  • Audit log with actor and timestamp on every entry

Mail-to-ticket integration

Email in. Ticket out.

Point ITDesk at your support mailbox and every incoming email becomes an incident automatically. Nothing gets lost in a shared inbox, and users keep working the way they already do.

  • Inbound mailbox polling you can switch on or off
  • Every email converted into an incident
  • Lands in the same queue as every other channel

What's included in ITDesk

Everything your IT team needs, out of the box

One platform for service management, assets, contracts and knowledge — with SLAs and automation running through all of it.

Spotlight

Incidents & Service Requests

Smart views, powerful filters, assignment to technicians and support groups, approvals and per-ticket SLA clocks.

See the ticket desk
Spotlight

SLA & Dashboards

Response and resolution compliance, backlog and category breakdowns, SLA risk and customer satisfaction, live.

See the dashboards

Problem, Change & Release

Find root causes, plan and approve changes with risk assessment, and coordinate release plans and scheduled changes.

Service Catalog

Publish request forms, bundles and recurring requests with approval stages and fulfilment tasks.

OMNI Channel Integrations

Raise and track tickets via WhatsApp, email and the web portal, with Slack, Teams and webhook notifications.

AI-Enabled ITSM

AI classification, smart KB suggestions, and automated ticket routing out of the box.

IT Asset & Software Management

Configuration items, hardware lifecycle, software inventory, and license tracking.

Contracts, Licenses & Vendors

Track vendor contracts and licenses with expiry alerts, renewals and vendor escalation.

Knowledge Base

A searchable self-service portal with versioned articles and ratings that reduces ticket volume.

Workflows & Automation

Automation rules, workflows, skill-based routing and escalation rules that keep tickets moving.

Reports

Exportable reports and analytics for leadership, including SLA and technician performance.

Security & Administration

Single sign-on, SCIM provisioning, multi-factor authentication, roles and permissions, and a full audit log.

Incidents & Service Requests

One desk for every request

Give technicians a fast, focused queue — and give users a single place to ask for help.

  • Views and filters that fit the jobJump between All, My Tickets, At Risk and Escalated, then narrow by status, priority, support group or assignee, or search by title or reference.
  • SLA clocks on every ticketResponse and resolution time remaining sit beside each ticket, so nothing quietly runs out of time.
  • Assignment and approvalsRoute to a technician or support group, hold requests for approval, and act on many tickets at once.
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Incident & Service RequestsLive
ITDesk incident and service request list with view tabs, filters, search, and ticket rows showing reference, title, requester, priority, status and assignee
Screenshot from the product; identifying details have been removed.

SLA & Dashboards

See service health at a glance

Leaders get the numbers that matter without waiting for a report.

  • Response and resolution complianceTrack how many tickets met their SLA, and how many are still pending.
  • Backlog and category insightBreak down the month by category and the open backlog by status, and watch SLA risk build up.
  • Customer satisfactionCollect CSAT feedback on tickets and follow the average score on the same dashboard.
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DashboardsLive
ITDesk dashboard with ticket counts, SLA response and resolution compliance, and customer satisfaction score ITDesk category breakdown and status breakdown charts
Screenshot from the product; figures are demonstration data.

AI-Enabled ITSM

Support your team from anywhere, on any device

ITDesk's AI layer understands natural language, auto-classifies tickets, suggests knowledge articles, and routes requests to the right team — without a single manual rule. And with WhatsApp as a first-class channel, your end users never need to open a browser.

  • WhatsApp — raise, track & close ticketsEnd users raise incidents, check status, and receive updates directly on WhatsApp. Zero portal logins needed.
  • AI auto-classification & smart routingEvery incoming ticket is classified by category, priority, and impact automatically — then routed to the right team and SLA bucket.
  • Proactive notifications, anytime anywhereSLA breaches, approvals, and status changes are pushed instantly to users via WhatsApp, Email, Slack or Teams — wherever they are.

A complete platform

Everything included, nothing bolted on

Service management, SLAs, catalog, knowledge, assets, channels and security — in one product.

39+Capabilities included
6Capability areas
6+Ticket channels & alerts
1Platform, one login
  • IncidentsLog, triage, resolve
  • Service RequestsFulfilment tasks
  • Problem ManagementRoot cause and linked tickets
  • Change RequestsRisk and CAB approval
  • Release PlansPlan and track
  • Scheduled ChangesPlanned maintenance
  • ApprovalsMulti-stage approval
  • SLA PoliciesResponse and resolution
  • SLA CalendarsBusiness hours and holidays
  • Escalation RulesNotify and reassign
  • Automation RulesNo-code business rules
  • WorkflowsAutomated routing
  • Skills & Support GroupsRoute to the right team
  • Technician AppraisalSLA and CSAT by technician
  • Service CatalogRequest forms and bundles
  • Recurring RequestsScheduled fulfilment
  • Knowledge BaseVersions and ratings
  • Article TemplatesConsistent articles
  • Self-Service PortalUsers help themselves
  • CSAT SurveysFeedback on every ticket
  • IT Asset ManagementConfiguration items
  • Software LicensesTrack and expire
  • ContractsRenewals and expiry alerts
  • Vendor ManagementTargets and escalation
  • Expiry NotificationsAssets and contracts
  • WhatsAppTicketing over Meta Cloud API
  • Mail-to-TicketEmail becomes an incident
  • Microsoft TeamsNotifications
  • SlackNotifications
  • SMSText notifications
  • WebhooksCustom integrations
  • API CredentialsREST integration
  • Single Sign-OnSAML federation
  • SCIM ProvisioningUser lifecycle
  • Multi-Factor AuthAuthenticator app or email OTP
  • Roles & PermissionsLeast-privilege access
  • Audit LogWho did what, when
  • Custom FieldsFit your process
  • BrandingMake it yours

Running Unified360 for monitoring?ITDesk pairs with Autointelli's Unified360 network and infrastructure monitoring platform, so alerts and tickets live in one operations story.
Explore Unified360
100%Self-hosted & on-prem ready
5+Omni-channel integrations
8+ITSM modules out of the box
SSOEnterprise single sign-on
AIBuilt-in, no extra setup