Service management

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.

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Agent dashboard with triage view, queue counts, and SLA breach metrics

Ticket queue with department and status filters

Ticket worktop showing conversation, properties, and audit log

SLA policies admin with cards / sentences toggle and slide-over editor

Configurable priority matrix with impact x urgency cells

Automation rules listing with conditions and actions

Triage decision-tree editor for the portal funnel

Ticket templates list with custom-fields builder per template

Change requests list with state, risk, and approval gates

Change calendar showing scheduled work across the trust

Projects with milestones, RAG status, and Gantt-ready dates

Problem records with linked incidents and root-cause investigation

Knowledge base authoring + browsing surface

Service catalog management with categorised request items

Canned responses library with placeholder variables

Departments admin scoping queues, SLAs, and automation

Custom ticket statuses with pauses-SLA flag

Business hours calendars with holiday windows

Approval chains for tickets, changes, and catalog items

Change freeze windows for exam weeks and parents evenings

Reports landing with SLA breach + queue depth dashboards

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Agent dashboard — triage at a glance, queue counts, SLA mix.

What ships

Real features. Named, working, in the product today.

No "coming soon" blocks. No "planned for v2" caveats. Everything below is in the demo we'll spin up for you.

Multi-channel ingestion

Tickets land via portal, email, Slack, Microsoft Teams, or REST API — all threaded into one queue.

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.

Per-priority SLA targets

Different response and resolution clocks per priority on a single policy. Calendar-aware: clocks pause outside business hours.

Automation rules

When-this-then-that workflows that auto-assign, escalate, tag, route, or notify. Time-based rules for "ageing" tickets.

Change requests

Plan / approve / schedule / execute / review lifecycle with freeze windows, conflict detection, and post-implementation review prompts.

Problem records

When the same incident keeps recurring, raise a problem record with linked incidents, root-cause notes, and known-error workaround docs.

Projects with Gantt

For multi-week, multi-person work — milestones with start + target dates, RAG status, RAID log, linked tickets.

Service catalogue

Structured request forms (laptop loan, software install, room booking, access request) with approval chains per item.

Departmental queues

IT, Estates, HR, Finance — each gets its own queue, SLA policies, automation rules, and priority matrix overrides.

Knowledge base

Markdown-authored articles with audience filters (requester / agent / admin), version history, thumbs-up/down feedback.

Approval chains

Sequential or parallel sign-off for catalogue items, change requests, or any other approvable. Escalation if no one responds in N hours.

Triage funnel

Three-layer intake: decision-tree wizard for new staff, smart catalogue for known requests, AI-assisted free-text classifier for power users.

See Helpdesk + ITSM on your trust's data.

7-day private instance, seeded with your academy structure, sent to you by email with a written walkthrough — explore at your own pace.

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