Product
Every practice your service desk runs, on one platform.
Incidents, requests, problems, changes, service levels, a CMDB, knowledge, a customer portal and monitoring feeds. One application, one ticket model, and every feature in every tier.
How the platform is built
One ticket model
Incidents, requests, problems and changes share one model, so numbering, comments, links, assignment, audit and SLA clocks behave the same everywhere.
Lifecycles are configuration
A lifecycle is data, not code. Add a pending state and it pauses the SLA clock, with no code change and no release.
Every feature, every tier
No modules to unlock and no edition to upgrade to. Tiers differ only in uptime, recovery and support hours.
Incidents and major incidents
Restore service fast, and prove how you did it.
Raise, triage, resolve and close incidents on a governed lifecycle, and run a major incident with roles, a cadence and a record nobody can rewrite.
- A resolution to resolve, a closure code to close, and reopening within a set window
- Assignment rules with round-robin, least-loaded and fixed strategies, simulated before you trust them
- Major incidents with named roles, timed updates and a timeline that cannot be edited
- A post-incident review whose actions become tracked records
Requests, catalogue and approvals
A catalogue people can actually use.
Standard requests come from a published catalogue with validated forms, and go through the approvals they need, no more.
- A published service catalogue with validated request forms
- Multi-stage approvals with quorum decisions and separation of duty
- Approval visibility rules that keep decisions confidential
- Recurring tickets generated on a schedule, with a report of expected against completed
Problem management
Fix the cause, not the symptom, again.
Problems carry their own root cause and workaround, and close the incidents they caused when they are resolved.
- Root cause and workaround as their own fields
- Known errors your agents can find while they work
- Links to every incident a problem caused
- Resolve the problem and close its linked incidents in the same step
Change and release management
Safe, visible change, without the paperwork.
The kind of change decides whether it needs approval. Plans gate the request, windows check for conflicts, and the CAB decision lands on the change itself.
- Change kinds that decide whether approval is needed
- Change windows with conflict detection, and a calendar over changes, releases and freezes
- CAB meetings whose decisions are written onto the change
- Releases with computed readiness, a recorded go decision and deployments per environment
Service levels and escalation
Every clock right, for every customer.
Service level policies are chosen by conditions, including the customer, and the clocks behave the way your contracts say they should.
- Business calendars with time zones and holidays
- Policies selected by conditions, including the customer
- Clocks that pause while you wait on a customer, and record breaches durably
- Warnings before a breach, compliance reporting, and escalations that fire exactly once
CMDB and service mapping
Know what breaks when something breaks.
A true model of your estate that you can change at runtime, with impact analysis that runs both upstream and downstream.
- A shipped model of 166 classes across 13 domains, editable without a release
- Typed, validated attributes, inheritance and a relationship graph
- Impact analysis in both directions, and service to service dependency mapping
- Imports and scheduled synchronisation that update rather than duplicate, plus an OData v4 query surface
Knowledge, customer portal and surveys
Let customers help themselves, free.
A self-service portal that runs on the same application and permissions as the agent console, so what customers see is always right. Portal users are free.
- A knowledge base with an editorial lifecycle
- A customer portal on the same permissions as the agent console
- Measured deflection, announcements and service status
- Satisfaction surveys with sampling, exclusions and an anonymity floor
Monitoring feeds and integrations
Turn alerts into the right amount of work.
Monitoring signals are normalised and correlated, so a storm becomes one incident. eBonding keeps your customers’ ticketing systems in step with yours.
- Monitoring sources that push or are polled, with de-duplication and maintenance suppression
- Event correlation into groups that raise one incident each, with flap and storm handling
- Two way eBonding and dispatch to external parties, restricted to the customers they serve
- A versioned REST API with a complete OpenAPI contract, signed webhooks, and audit forwarding to a SIEM
More in every tier
The rest of the service desk, already there.
Assets, contracts and licences
Asset lifecycle, depreciation and book value, licence entitlement and compliance position, contracts with coverage and renewal, certificates with expiry tracking.
Dashboards and reporting
A service desk overview, the ITIL measurement pack, scheduled delivery and a no-code report builder. Every report honours what the viewer is allowed to see.
Notifications and on-call
Email, Slack, Teams and Web Push, an in-app inbox, digests and quiet hours, on-call paging and email to ticket.
No-code automation
A rule engine over a closed vocabulary. Its actions go through the same services as a person would, and can never exceed their author’s authority.
Identity and access
Two-factor sign-in, OpenID Connect single sign-on, AD and LDAP, SCIM 2.0 provisioning, role based access with scoped grants, and field and account level restriction.
Audit trail
Who did what, to what, with the values before and after. Administrators cannot edit it, and it can be forwarded to your SIEM.
Service management registers
Availability, capacity, continuity, risk and continual improvement, connected to the services and records they describe.
Projects and defects
Projects tied to the customers, locations and hardware you already hold, with a Gantt view, and a defect ticket type with its own verifier.
See QuellDesk on your own service desk.
A 30 minute demo tailored to your setup, a reply within one business day, and a fixed price in writing.