Service Centre & Helpdesk Management
Service Centre & Helpdesk
When requests arrive by email, phone and WhatsApp, some are answered twice and some are never answered at all. The helpdesk we set up gives every request a ticket, an owner and a deadline, and shows you whether the deadline was met. Email and portal requests become tickets automatically. A call or a WhatsApp message is logged by an agent.
One Queue for Every Request
What does it cover?
A service desk for teams that take requests: IT support, a service centre logging and tracking customer requests and faults, a facilities desk, or an internal HR and admin desk.
Every request becomes a ticket with a type, a priority, a team and a target time. Customers follow their own tickets in a portal, and managers see response and resolution times on a dashboard.
Service Centre & Helpdesk
Set up, hosted and supported by Apjakal IT Solutions
Six Areas, One System
Everything a Service Desk Needs
Agents, customers and managers work on the same tickets.
Tickets From Every Channel
Emails to your support address and requests from the customer portal become tickets automatically, with the type, priority, attachments and the whole conversation in one place.
Teams & Assignment
Tickets route to the right team, and assignment rules share the work across agents. Internal notes stay between agents.
Service Levels
Response and resolution targets for each priority, measured against your working hours and holidays. Every ticket shows whether it is on target, and escalation rules move it to the right person.
Customer Portal
Customers log a request, follow its progress and read every reply, without chasing anyone by phone.
Knowledge Base & Saved Replies
Articles customers can read before they log a ticket, and saved replies so agents answer common questions the same way every time.
Dashboards & Feedback
Open tickets by status, first response and resolution times, and SLA compliance. Customers can rate the service once their ticket has been attended.
How It Works in Practice
From Report to Resolution
One request, followed through the desk.
Reported
The customer emails the support address or logs it in the portal. A ticket is created with its type and priority.
Assigned
It routes to the right team and agent, and the response and resolution clock starts.
Resolved
The agent replies from the ticket, using saved replies and articles where they fit. Escalation rules move it on if needed.
Measured
The customer can rate the service once the ticket is attended, and the dashboard updates response time, resolution time and compliance.
Measured on a Live Desk
The Numbers From One Client's Desk
Our support team handles a large education client's tickets on this system. Their figures for 2026, to early August:
Where It Fits
Teams That Take Requests
The same desk works wherever requests come in and someone has to answer for them.
Our Role
What Apjakal Delivers
The software is half of it. We set it up around the way your team works and stay on to support it.
Service Mapping
We map your request types, teams and who answers what, and agree target times for each priority.
Setup
Ticket types, priorities, teams, assignment rules, working hours and service levels configured, and your support mailbox connected.
Knowledge Base
Your first articles and saved replies written with your team, from the questions you already get.
Training & Go-Live
Training for agents and team leads, then the portal opened to your customers.
Support
Hosting, support and changes as your desk grows. Changes are agreed with you in writing before work starts.
Ready to See It?
See a Request Go From Report to Resolution
Book a demonstration. We will walk through tickets, service levels, the customer portal and the dashboard on a working system.