Category
IT Service Management
Version
1.0.0
Installs
10
Published
Jul 2025
Type
App
Overview
Service Desk provides a comprehensive help desk solution for managing employee support requests, IT tickets, and internal service requests. Features include ticket routing, SLA tracking, knowledge base integration, and automated escalation.
Highlights
Create and route support tickets with automated SLA tracking and escalation.
Organize tickets by category, priority, and department for fast resolution.
Track resolution times against configurable SLA targets per ticket priority.
Integrate with knowledge base articles to suggest solutions during ticket creation.
Monitor team performance with analytics dashboards and response-time metrics.
Enable employees to submit requests via web or mobile with rich media attachments.
Capabilities
Ticket Management
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Submit tickets via web, mobile, or email
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20+ built-in request categories (IT, HR, Facilities, etc.)
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Custom request types per business
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Priority levels (critical, high, medium, low)
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Ticket statuses (submitted → assigned → in_progress → resolved)
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File attachments and screenshots per ticket
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Ticket comments with email threading
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Ticket followers (subscribe to updates)
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Clone ticket
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CSV export of ticket lists
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Recurring tickets (daily / weekly / monthly schedules)
Workflows & Automation
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Auto-assignment by round-robin or explicit user/team
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Manager approval workflow (configurable per request type)
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Budget approval threshold trigger
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Request templates
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Ticket sub-tasks with completion tracking
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Forms-to-ticket bridge (auto-create tickets from form submissions)
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Procurement conversion (equipment tickets → requisitions)
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Grievance escalation workflow (multi-stage, up to arbitration)
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Native workflow engine (drag-and-drop rules) Uses config-driven rules, not a visual editor
SLA & Escalations
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Per-priority SLA targets (critical / high / medium / low)
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SLA breach detection and alerting
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Automatic escalation on SLA timeout
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Overdue ticket tracking and dashboard alerts
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Manager notification on escalation
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Business-hours gating (evening / weekend / holiday toggles)
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Default critical SLA window: 4 hours
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Default high SLA window: 8 hours
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Default medium SLA window: 24 hours
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Default low SLA window: 72 hours
Knowledge Base
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Authored articles (HTML) with approval workflow
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Document upload (PDF, DOCX, TXT) with text extraction
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URL crawl with optional subpage discovery
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FAQ entries
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Video uploads with Whisper transcription
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Vector-embedding search (pgvector)
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Role-based KB access control (minimum-role per article)
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KB content suggested on ticket submission
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KB deflection tracking
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Public REST API for KB content Not exposed externally
Customer & Employee Portals
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Internal employee portal (web + mobile)
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Public customer support portal (external submissions)
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Token-based public ticket status page
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Satisfaction survey email after resolution
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Guest / anonymous ticket submission (configurable)
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Custom email footer per business
AI Features
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AI ticket classification (category + priority)
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AI-powered auto-routing to team or agent
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AI auto-response with KB citations
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AI draft generation for agent replies
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AI ticket summarization
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Sentiment analysis on tickets
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Live ticket translation
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Sensitive-content detection
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Service Desk AI Agent (conversational, KB-first)
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AI Change Management (risk assessment, implementation plans)
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Autonomous CAB routing
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Confidence presets (conservative / balanced / aggressive)
ITSM Modules
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Change Management (CAB review, approval, scheduling)
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Problem Management (root-cause, known-error lifecycle)
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CMDB — Configuration Item registry with relationships
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Access Request workflow (group/system provisioning)
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Grievance workflow (multi-stage arbitration)
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Incident-to-Problem and Problem-to-Change linking
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CI impact analysis (downstream dependents, open changes)
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ITIL-grade SLA management (full lifecycle) Core SLAs present; ITIL v4 certification not claimed
Integrations & Limits
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Asset Pro — link tickets to hardware assets
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Procurement — convert equipment tickets to requisitions
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Forms — auto-create tickets from form submissions
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Email channel (inbound ticket creation)
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SMS channel Config key exists; not shipped to production
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Max attachments per ticket (default): 5 (admin-configurable)
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Ticket retention: 12 months (admin-configurable)
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Custom field types: text, textarea, number, email, URL, select, multiselect, radio, checkbox, date, info_block
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Ticket submission sources: web, mobile, email, phone, chat, walk-in, API, recurring, Teams
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Pricing: Included with MangoApps Workforce
Screenshots
Use cases
IT support requests
Employees submit hardware, software, or access requests that auto-route 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 use the service desk to handle benefits inquiries, policy clarifications, and document requests with tracked response times.
New employee provisioning
Automate multi-step onboarding requests covering laptop setup, badge access, and account creation through a single ticket.
Vendor and contractor support
Manage external partner access requests, credential provisioning, and technical assistance through a dedicated queue.
FAQ
Yes. Tickets are auto-routed based on category, priority, and department rules configured by admins. Escalation triggers when SLA thresholds are breached.
Employees can submit tickets, check status, and browse knowledge base articles from both desktop and mobile interfaces.
First-response time, resolution time, and customer satisfaction are tracked per priority level with configurable targets and breach notifications.
It connects with Asset Pro for hardware issues, Password Manager for credential resets, and the knowledge base for suggested solutions.
