Most help desks stop at tickets and a knowledge base. MangoApps Service Desk sits on the same employee, asset, and knowledge records the rest of the platform runs on, so a hand-off is a data connection, not a re-entry: an equipment ticket converts straight into a Procurement purchase requisition, carrying over its linked Asset Pro asset and vendor, and Forms submissions can open tickets automatically under configurable rules.

The knowledge base draws on authored articles, uploaded documents, crawled web pages, and Whisper-transcribed videos, all searchable through AI semantic search — the same content a conversational Ask AI agent uses to answer employees before a ticket is ever opened, citing its sources. Behind the ticket queue sits full ITSM: Change Management with CAB review and AI risk assessment, Problem Management, a CMDB, Access Requests, and a Grievance workflow that escalates through to arbitration.

See how tickets, the service catalog, SLA tracking, knowledge-base suggestions, and analytics come together in one connected support workflow.

It Services

Highlights

Triage every ticket automatically — AI reads the request, sets category and priority, and routes it to the right team or agent.

Deflect repetitive questions with a conversational AI agent that answers from your knowledge base and cites its sources.

Hold resolution to per-priority SLA targets, with automatic escalation the moment a target is breached.

Build a searchable knowledge base from authored articles, uploaded documents, crawled web pages, and transcribed videos.

Run full ITSM — Change, Problem, CMDB, Access Requests, and Grievances — right alongside everyday tickets.

Let employees and external customers submit and track requests from web, mobile, or email.

Capabilities

AI Triage & Automation

AI ticket classification (category + priority)
AI auto-routing to the right team or agent
AI auto-response drafted from your KB, with source citations
AI reply drafts for agents
AI ticket summarization
Sentiment analysis on incoming tickets
Live multi-language ticket translation
Conversational Service Desk AI Agent (KB-first self-service)

Ticket Management

Submit tickets via web, mobile, or email
20+ built-in request categories (IT, HR, Facilities, more)
Custom request types and custom fields per business
File attachments and screenshots on every ticket
Threaded ticket comments with email replies
Recurring tickets on daily / weekly / monthly schedules

Workflows & Approvals

Auto-assignment by round-robin or named agent/team
Manager approval workflow, configurable per request type
Budget-threshold approval trigger
Ticket sub-tasks with completion tracking
Auto-close resolved tickets after a period of inactivity

SLA & Escalations

Per-priority SLA targets (critical / high / medium / low)
SLA breach detection with alerting
Automatic escalation when an SLA times out
After-hours escalation for unclaimed queue tickets (evening / weekend / holiday rosters)

Knowledge Base

Authored articles with an approval workflow
Document upload (PDF, DOCX, TXT) with text extraction
Website URL crawl with subpage discovery
Video knowledge with automatic Whisper transcription
AI semantic search across all content (pgvector embeddings)
Suggested KB articles during ticket submission (deflection)

ITSM Modules

Change Management — CAB review, AI risk assessment, scheduling
Problem Management — root-cause and known-error lifecycle
CMDB — configuration-item registry with relationships & impact
Access Request workflow (group/system provisioning)
Grievance workflow with multi-stage escalation to arbitration

Customer & Employee Portals

Internal employee portal (web + mobile)
Public customer support portal for external submissions
Email channel — inbound ticket creation with threaded replies
Post-resolution satisfaction (CSAT) survey

Limits & Specs

Default SLA windows: Critical 4h · High 8h · Medium 24h · Low 72h (admin-configurable)
Max attachments per ticket: 5 (admin-configurable)
Ticket retention: 12 months (admin-configurable)
Custom field types: text, number, date, select, multiselect, radio, checkbox, email, URL, info block
Ticket submission sources: web, mobile, email, phone, chat, walk-in, API, recurring, Teams
License: Required (opt-in per business)

Screenshots

Tickets list — filter by status, priority, queue, and assignee

Ticket detail — conversation, attachments, SLA timer, and resolution actions

Service catalog — submit a ticket from a curated request type

Service desk analytics — SLA, volume, and resolution time trends

Use cases

IT support requests

Employees submit hardware, software, or access requests that AI classifies and routes to the right technician with priority-based SLAs.

Facilities maintenance

Report broken equipment or building issues with photos and location details so maintenance teams can prioritize and track repairs.

HR policy questions

HR teams handle benefits inquiries, policy clarifications, and document requests with tracked response times and a knowledge base that deflects repeat questions.

New employee provisioning

Automate multi-step onboarding requests covering laptop setup, badge access, and account creation, with manager approval where required.

Vendor and contractor support

Manage external partner access requests and technical assistance through the public support portal and a dedicated queue.

Resources

Service Desk Datasheet (PDF)

Datasheet

Features, capabilities, pricing model, and FAQ on one downloadable sheet — share it with your team.

FAQ

Yes. AI reads each incoming ticket, sets the category and priority, and routes it to the right team or agent. Admins can layer on round-robin or explicit assignment rules, and tickets escalate automatically when an SLA target is breached.

Requests can be created from the web and mobile portals, by email (replies thread back into the same ticket), and on recurring daily, weekly, or monthly schedules. Agents can also log phone, chat, walk-in, and API submissions. An SMS channel exists in configuration but ships off by default, so text-in is only available once an admin turns it on.

Employees submit tickets, check status, and browse the knowledge base from web and mobile. A separate public customer portal lets external users submit and track requests, and the conversational AI agent answers common questions from the knowledge base — with source citations — before a ticket is ever opened.

From the ticket detail page an agent can one-click summarize a long thread, analyze the requester's sentiment, translate the conversation into another language, and generate a reply draft grounded in your knowledge base. A Service Desk AI agent is also available in the Ask AI sidebar and can assign a ticket, change its priority, add a note, or open a new ticket on request.

Resolution is measured against per-priority SLA targets (default 4h critical, 8h high, 24h medium, 72h low, all admin-configurable), with breach detection, automatic escalation, after-hours escalation for unclaimed queue tickets on evening/weekend/holiday rosters, and a post-resolution satisfaction (CSAT) survey.

It draws on four sources: articles authored through an approval workflow, uploaded documents (PDF, DOCX, TXT) with text extraction, crawled website URLs with subpage discovery, and videos transcribed automatically with Whisper. Everything is embedded for AI semantic search (pgvector), so relevant articles are suggested during ticket submission to deflect repeat questions. The knowledge base is internal — it is not exposed as a public REST API.

Service Desk includes Change Management (CAB review, AI risk assessment, scheduling), Problem Management, a CMDB with configuration-item relationships, Access Request provisioning, and a multi-stage Grievance workflow — all alongside everyday tickets.

Yes. Convert an equipment ticket into a purchase requisition in Procurement — carrying over its linked Asset Pro asset and vendor — and auto-create tickets from Forms submissions via configurable rules.

They solve different problems. Service Desk is internal support: employees (and vendors, via the public portal) open IT, HR, and Facilities tickets that are triaged, routed, and resolved against SLAs, with full ITSM (Change, Problem, CMDB) behind it. AI Front Office is an external-facing AI receptionist that answers inbound web chat, SMS, and — with Vapi — phone calls to capture leads and book appointments. Use Service Desk to run your help desk; use AI Front Office to catch inbound customer inquiries.