Questions
Everything buyers ask, answered the same way twice.
No answer here contradicts a page elsewhere on this site. Where a capability is still rolling out, the page says so plainly — and if you find a contradiction, tell us and we will fix the site rather than the wording in the call.
All of them
The full list.
Grouped the way they arrive: what it is, where your data sits, what it costs and what happens at the end.
What is The Managed Desk, in one paragraph?
An Australian platform for service management and IT asset management: one place where requests, assets, knowledge, automation and reporting share a single record. It also comes fully managed, which means we can run the desk for you rather than handing you another tool to operate.
Who is it for?
Multi-site clinics and health groups, aged-care and community providers, schools and universities, government and shared-services teams, professional firms, not-for-profits, retail and hospitality groups, and IT providers running desks for several clients.
Where is it hosted?
Hosted in Australia. Encryption in transit and at rest, and backups are taken.
How does the AI (ELLA) work, and what can it see?
The assistant is grounded in your own records — your tickets, assets and knowledge base — not the open internet. It reads a request, sets a suggested priority and category, checks whether the answer already exists, and drafts a reply for a person to approve. A human can override it at any point, and every action is attributed.
Will our data be used to train AI models?
No. Your tickets and documents are not used to train public or shared AI models.
How is one client separated from another?
Each organisation is a separate tenant. Separation is enforced on the server against your signed-in session, so it does not depend on the browser behaving. You can watch us test it in a demo.
What does it cost?
Quoted per organisation by seats, sites and service level, in writing before you commit. Unlimited end users, Australian hosting, MFA and full export are included. We do not publish a price list, because a number invented for a web page is not the number you would be quoted.
Is there a lock-in contract?
No. And you can export your full records in an open format at any time, including on the day you decide to leave.
How long does onboarding take?
A single-site desk is days. A multi-tenant group with single sign-on, data migration and custom reporting is weeks. The checklist and its owners are agreed before work starts, so the timeline is scope-driven rather than a surprise.
Can you run the desk for us instead of us running it?
Yes. The fully managed option includes the desk being operated by us, a named technical account manager, and response commitments in writing.
What integrations are supported?
Single sign-on with your existing directory, email-to-ticket, CSV import and export, REST API and webhooks as standard or configured at onboarding. Assistant voice, Teams notifications and agent access are in preview — the integrations page labels which is which, and we will confirm the current status of any item in writing.
What does a demo involve?
Twenty minutes, screen-shared. Bring three real requests or an export of last month and we work those, in your categories, including the isolation test. If it is not a fit, we will say so in the call.
What happens to our data if we stop?
You export it in full and we remove it according to the retention period you choose. The privacy notice explains what is kept, for how long, and why.
Are the screens on this website real?
They are the live interface — built in HTML and CSS to match what runs on every instance, not screenshots. The records in them are illustrative, so no customer's data appears anywhere on this site.
Not here?
Ask it directly.
Security questionnaires, procurement templates, DPAs, vendor forms and audit evidence requests all come to the same person, and the answer comes back in writing, with the evidence attached.
Quick routes
- Security, hosting and assurance — security page
- How it is set up per sector — use cases
- What connects to what — integrations
- What your desk costs now — the health check
- What a demo involves — twenty minutes, your tickets
- Who you are dealing with — about