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KeystoneOps For UK trusts
Request Eval

Service management

Shipped · v1.3.2

Helpdesk + ITSM

Replaces FreshService.

Tickets, SLAs, knowledge base, automation, change requests, problems, projects, and a service catalogue — built around how a school's IT, estates, and operations teams actually work. Email-to-ticket out of the box. Multi-channel intake. No per-agent invoice that grows when you hire.

Try the live demo Request a private eval See pricing

How a request moves

From an email, the portal or chat to a resolved ticket — with the SLA clock running and the AI only ever filling blanks a human can override.

  1. 1

    Logged

    Email, the portal or chat becomes a ticket.

  2. 2

    Triaged

    AI suggests the type and team; a human confirms.

  3. 3

    Routed

    Lands in the right queue; the SLA clock starts.

  4. 4

    Worked

    Resolved with KB articles and similar tickets to hand.

  5. 5

    Closed

    CSAT captured; every step is in the audit log.

Three things FreshService can't match

Built for trusts, not retrofitted from enterprise.

Configurable priority matrix

Impact × urgency grid, fully editable per department. P1–P5 if you want it. Cells map to your priorities, your colours, your SLA hours.

Change freezes for exam weeks

Declare exam weeks, parents evenings, and Ofsted visits as no-change windows. The calendar refuses to schedule against them. SaaS ITSM has no concept of the school year — yours will.

MAT vocabulary, not enterprise

Departments are IT, Estates, HR, Pastoral, Finance — not "service desks". Tickets ladder up academy → trust. Statuses speak schoolspeak: triage, working, with-supplier, awaiting-parent.

Specification — everything else included

24 items · as of v1.3.2

No "coming soon" — every line below is in the product today. Tick it against your requirements spec.

  • Multi-channel ingestion (portal, email, Slack, Teams, REST API)
  • Per-priority SLA targets with calendar-aware clocks
  • Change requests — plan / approve / schedule / execute / review
  • Problem records with linked incidents + known-error workarounds
  • Major-incident war-room — incident commander + comms lead roles, live update timeline, subscriber alerts, post-incident review
  • Projects with milestones, RAG status, RAID log, risk register, threaded discussions, status reports
  • Service catalogue with structured request forms; agent skills tagging routes new tickets to the right expert
  • Departmental queues — own SLA + automation per team; team-level + per-agent saved filters
  • Markdown knowledge base with audience filters + version history; portal-facing for staff self-serve
  • Approval chains (sequential or parallel) with N-hour escalation
  • Recurring tickets — repeating templates (weekly password-reset reminders, monthly safeguarding logs) auto-created on schedule
  • Ticket ↔ asset link — every ticket can reference a device, room or building, two-way linked
  • CSAT — post-resolution satisfaction surveys with trending, per-agent and per-team
  • AI triage — classifies new tickets against your own types + departments, predicts priority, auto-applies only above your confidence threshold (never overwrites a human)
  • Reply copilot — top KB articles + similar resolved tickets per ticket, with an optional AI-drafted first reply the agent stays in control of
  • Ask AI deflection — staff self-serve answers from your published KB before raising a ticket
  • PII redaction before any AI call — names, emails, NI, postcodes, phones stripped; per-feature toggles; cost-capped per workspace
  • Triage funnel — decision-tree + smart catalogue routing
  • Canned responses with variable substitution
  • Time tracking on tickets — time entries with audit trail; feeds the throughput / cost reports
  • Reports — SLA breach rate, queue depth, satisfaction, throughput; scheduled email delivery; PDF/CSV/Excel export
  • Webhooks — signed outbound event firehose for every state change (ticket.created / updated / resolved + change, problem, approval events)
  • Offline PWA — requester portal works offline, syncs when reconnected; defect QR codes route reports to the right room
  • Passwordless / passkeys — WebAuthn sign-in for the requester portal so password resets stop generating their own tickets

See it running

Real screens from the live demo.

Click any screen to view it full size, or try it live at staging.alresfordmat.uk. Module docs on the docs site.

Agent dashboard — triage at a glance, queue counts, SLA mix.
Ticket worktop — three-column layout: conversation, properties, audit + related.
SLA policies — cards or sentences view, slide-over edit with per-priority targets.
Automation rules — when-this-then-that workflows with conditions, actions, dry-run.
Change calendar — every scheduled change at a glance, conflict detection, freeze windows.
Ask AI — staff get a grounded answer from your own KB before a ticket is ever raised. Cites the articles it used.

See Helpdesk + ITSM running today.

Click around the live demo at staging.alresfordmat.uk — real product, synthetic data, no sign-up. Or get a 7-day private instance seeded with your academy structure.

Try the live demo → Request a private eval