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AutointelliPRODUCT DATASHEET

ITDesk

AI-enabled IT service management

ITDesk puts incidents, service requests, problems, changes, configuration management, contracts, knowledge and the service catalogue in one product, with SLA clocks that respect real waits, WhatsApp and mail-to-ticket channels, and enterprise sign-in.

ITDesk screenshot with sample data
Service health dashboard (sample data). Illustrative.

Benefits to customer

Fewer missed SLAsClocks pause for real waits, warn before a deadline slips and then escalate.
Tickets reach the right teamNo-code rules set fields, assign agents and route work without manual triage.
Nothing lost in a shared inboxEvery email to your support mailbox becomes an incident automatically.
Service quality you can seeA 1 to 5 CSAT rating on each ticket sits beside the SLA numbers on the dashboard.
Fair, data-backed reviewsTechnician reports show tickets attended, SLA met against breached, and average CSAT for a period.
Vendors inside the processEscalate to vendors with their own SLA targets and keep their acknowledgement and notes on the ticket.

Key capabilities

Incidents and Service RequestsSmart views, powerful filters, assignment to technicians and support groups, approvals and per-ticket SLA clocks.
SLA and DashboardsResponse and resolution compliance, backlog and category breakdowns, SLA risk and customer satisfaction, live.
Problem, Change and ReleaseFind root causes, plan and approve changes with risk assessment, and coordinate release plans and scheduled changes.
Service CatalogPublish request forms, bundles and recurring requests with approval stages and fulfilment tasks.
Omni-channelRaise and track tickets via WhatsApp, email and the web portal, with Slack, Teams and webhook notifications.
AI-enabled ITSMAI classification, smart knowledge suggestions and automated ticket routing.
IT Asset and Software ManagementConfiguration items, hardware lifecycle, software inventory and license tracking.
Contracts, Licenses and VendorsVendor contracts and licenses with expiry alerts, renewals and vendor escalation.
Knowledge BaseA searchable self-service portal with versioned articles and ratings.
Workflows and AutomationAutomation rules, workflows, skill-based routing and escalation rules that keep tickets moving.
ReportsExportable reports and analytics, including SLA and technician performance.
Security and AdministrationSingle sign-on, SCIM provisioning, multi-factor authentication, roles and permissions, and a full audit log.

Key differentiators

  1. SLAs that respect real waitingClocks pause while waiting on a user or a vendor, follow business-hour calendars and holidays, and escalate up to four levels.
  2. One desk, nothing to bolt onIncidents, requests, changes, problems, CMDB, contracts, knowledge, catalogue approvals and vendors on one login.
  3. Reach people where they areMail-to-ticket and WhatsApp ticketing, with Slack, Teams and webhook notifications.
  4. Vendor SLAs built inVendors carry their own response and resolution targets.
  5. Enterprise sign-inSAML single sign-on with SCIM provisioning and MFA by role, with sign-in events in the audit log.
  6. Self-hosted, optional AIRuns on your infrastructure. AI features are optional and use a model you host.

Deployment architecture

USERSBrowserAgents, requesters and managersACCESSReverse proxyProduction deploymentsAPPLICATIONWeb applicationBrowser-based UI and APIDATADatabasePersistenceCacheSessions and queuesSearch indexFull-text searchObject storageAttachmentsOPTIONALEnterprise sign-inSAML single sign-on and SCIM provisioningSMTPEmail notifications

Infrastructure services run as Docker containers. Enterprise sign-in and SMTP email are optional.

Deployment, security and integration

SLAs that respect real waitsPolicies by priority, department, category or VIP status, on business-hours calendars, with timers that pause while waiting on a user or a vendor.
Third parties inside your processVendors carry their own response and resolution targets, and tickets can be escalated to them with acknowledgement and notes captured.
Enterprise sign-inSAML single sign-on, LDAP or Active Directory federated through it, multi-factor authentication by role and SCIM provisioning, with sign-in events in the audit log.
Email in, ticket outPoint ITDesk at your support mailbox and every incoming email becomes an incident.

System requirements

Operating systemUbuntu 24.04 LTS, Red Hat Enterprise Linux 9 or Windows Server 2022 (installation guides provided)
Container runtimeDocker Engine 24 or later with Docker Compose v2
Application runtimeNode.js 20 LTS and npm 10
ServicesPostgreSQL 16, Redis 7, OpenSearch 2.x and MinIO
OptionalA SAML identity provider for single sign-on, SMTP for email
Hardware sizingAgreed with our team during evaluation, based on your users and ticket volume

Licensing model

Commercial terms for ITDesk are provided with your quote.

Ask our team for the current licensing model that fits your organisation.

Part of the Autointelli family

Pair ITDesk with Unified360, IntelliAsset, Securita360.

CMMI L3ISO 9001ISO 27001ISO 27034GDPR
Autointelli
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