Queues
Queues are named, ordered searches within the project, with live counts. Agents see what to pick up next, and the same query language finds anything else.
Service desk
A service desk on the same engine as your tracker
Give customers and colleagues a help centre to raise requests and follow them. Give agents queues, SLAs and approvals, with the workflows, automation and search they already use.
A queue with its SLA clocks: running, paused and breached.
Help centre
A help centre people can find their way around
Each service project has its own help centre. Request types each have a form with the fields you choose, so requests arrive with what the team needs to get started.
Customers raise requests, follow them, reply, attach files and share them with colleagues. People in your organisation use the same help centre with their usual sign-in.
- Customers sign in with an account you invite them to, or sign themselves up if you allow it
- Customers choose which emails they get
Replies and notes
Replies and internal notes, kept apart
Agents either reply to the customer or add an internal note, and comments start internal unless they choose to reply. Files work the same way. Customers only ever see the replies, in the help centre and in their emails.
- Comments from automation rules and smart commits are internal notes
- Webhook payloads say whether a comment is a reply or a note
The customer's view
Customers see what matters to them
A request shows its status in plain words, the conversation and files meant for the customer, and any approval with its decision and reason.
Queues, SLAs and approvals
Built for the people answering requests
SLAs on real calendars
Goals for time to first response and time to resolution, by priority, request type or query, measured in working hours with holidays and a time zone. Clocks pause while a request waits for the customer or an approval.
Breaches you can act on
A breach raises an sla.breached event once per clock, so an automation rule can reassign, escalate or post to chat.
Approvals that can't be skipped
Named people or a group approve, with any one or all of them needed. The approval steps are reserved to the service desk, so changing the status doesn't get round them.
Nobody approves their own request
Whoever raised a request is never one of its approvers, and a decision that arrives after the request has moved on is refused.
Customers see only their own
Customers can only reach the help centre. Anything that isn't theirs answers as if it doesn't exist, and they never see other people's email addresses.
SLAs in the query language
Search and build queues on clock states and time left, in working time on each goal's calendar.
"Time to first response" = breached() AND assignee is EMPTY
"Time to resolution" < remaining("2h") AND "Time to resolution" > remaining("0m")
"Request type" = "Get IT help" AND approval = pendingBy(currentUser())
resolution = Unresolved ORDER BY "Time to resolution" ASCKeep exploring
More of what Workflow does
Planning and tracking
Boards, backlog, sprints, the timeline, search and reports.
Workflows and automation
Versioned YAML workflows, CEL rules, a visual editor and automation.
Integrations
Git, sign-in and provisioning, chat, AI assistants and the API.
Self-hosting
One image, PostgreSQL and a Helm chart, air-gapped if needed.