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Platform

Everything the desk does, in one place.

Six capabilities that share one data model. Nothing is bolted on, so nothing has to be reconciled at the end of the month — a request, the asset it belongs to, the person holding it and the report that proves it was fixed all live in the same record.

01 · IT Service Management

One desk for incidents, requests, changes and problems.

Work arrives from the portal, email, phone or a Teams message and lands in the same queue. SLAs, approvals and escalation paths are configured to match how your team already works — not the other way around.

  • Board, list and SLA views of the same queue — no re-entry, no double handling
  • Major incidents, problem records and change approvals in the same flow
  • Every ticket carries its asset, its owner and its history
See it in the platform
app.themanageddesk.com.au / tickets
Service desk · this week
12 open · 2 nearing SLA
BoardListSLA

New · 3

VPN access not workingPriya N. · NetworkTriaged
New starter laptop setupNorthline Health, MelbourneNew

In progress · 5

Pharmacy printer offlineLiam O. · Hardware2h left
MFA reset — new phoneAva M. · AccessAssigned

Resolved · 24

Shared drive permissions24 min · first contactResolved
Monitor flicker — replacedAsset #A-1042Resolved
02 · IT Asset Management

Every device, licence and warranty — accounted for.

Assets are assigned to people, not spreadsheets. When someone leaves, the kit follows them; when a warranty or licence is about to lapse, the desk tells you before it costs you.

  • Hardware, software and licences tracked against the person using them
  • Renewal, warranty and end-of-life reminders raised automatically
  • Reconciliation at month end is a report, not a project
app.themanageddesk.com.au / assets
Assets · Northline Health, Geelong
148 tracked · 6 due for renewal
Live
NB
Dell Latitude 5440
A-1042 · Priya N. · warranty ends 12 Sep
Assigned
SW
Microsoft 365 E3
148 seats · renews 30 Nov
Renewal
NB
HP EliteBook 840
A-0987 · spare pool · 4 years old
In stock
PR
Pharmacy label printer
A-1120 · Liam O. · end of life
Replace
03 · AI-powered support

ELLA triages, answers and drafts — inside your rules.

ELLA reads the request, sets the category and priority, checks the knowledge base and drafts the reply an engineer can send or edit. She works from your documents and your asset history, not from the open internet, and every suggestion is logged.

  • Triage and routing before a human opens the ticket
  • Suggested replies and work notes drafted from your own knowledge base
  • Answers grounded in your records — with the source shown, and a human always able to override
app.themanageddesk.com.au / ella
ELLA · ticket #4821
Grounded in 3 knowledge articles
✦ Suggested

My laptop won't connect to the VPN again. Third time this month.

Priority: High · Category: Network. The VPN profile certificate expired 2 days ago. Liam O. fixed the same fault on #4788 in 38 minutes — draft reply and work note are ready.

Knowledge: VPN cert renewal Asset: A-1042 SLA 4h
Approve & reply Edit draft
04 · Knowledge Management

Resolutions become articles, automatically.

When a fix works, it is offered as a knowledge article while the detail is still fresh. Next time the same fault appears, ELLA answers from it — and the fix is applied the same way by whoever is on the desk.

  • Drafted from resolved tickets, approved by your team before publishing
  • Search that understands the question, not just the keywords
  • Self-service articles written in plain language for end users
Approved

Fix: VPN certificate renewal

Used 14 times · average resolution 12 min · owner: Liam O.

NetworkCertificateEnd user
Draft from #4821

Fix: Shared drive permissions

Written from the resolution notes · waiting on review

AccessHow-to
Search knowledge
2,412 articles
"vpn keeps dropping"
6 results · top match 94%
Answer
05 · Reporting

The numbers you get asked for, already assembled.

Volume, SLA performance, workload, licence spend and satisfaction — live, and in the format your board or your auditor expects. Month-end stops being a fire drill.

  • Live dashboards for the team, scheduled packs for the board
  • Trends by site, team, category or asset — not just totals
  • Export to CSV or PDF with the filters still attached
app.themanageddesk.com.au / reports
Service delivery · last 30 days
Demo workspace
Sep
276tickets resolved
99.1%SLA compliance
4.9avg. CSAT
Open vs resolved, by week — the tall bar is the week ELLA started drafting replies.
06 · Automation

Rules you set up once, in plain language.

Approvals, onboarding, licence reminders and escalations run themselves. Build a rule as a sentence — when this happens, if this is true, do this — and adjust it without a developer.

  • Trigger → condition → action, no scripting required
  • New-starter and leaver checklists that cannot be half-done
  • Every automated action is written into the ticket history, with the rule named
app.themanageddesk.com.au / automation
New starter · clinical
Runs on 1 Aug, 3 steps automated
Active
WhenA new starter is added in HR
IfRole contains "clinical"
ThenCreate onboarding ticket · order laptop · assign MFA token · notify site lead
One platform

Six capabilities, one record.

A request arrives, the asset is identified, the fix is drafted, the report updates — without anyone copying a field between systems.

One queue

Portal, email and phone all land in the same service desk, with the same SLAs.

One record

The ticket, the asset, the person and the knowledge article are the same conversation.

One report

SLA, spend and satisfaction out of the same data — no month-end reconciliation project.

Book a demo See pricing
Under the hood

The six stages every request passes through.

The capabilities above are only useful if they hand off to each other. This is the actual sequence, and what the desk does at each point without being asked.

The journey, end to end

Nothing here waits for someone to remember it. The gold wire is the step that removes manual work; the rest is the discipline that makes a desk reportable.

Hand-offAutomated step
01 Raised portal · email · chat 02 Read & triaged priority · category · knowledge 03 Owned right person, right deadline 04 Worked notes drafted, history attached 05 Resolved confirmed with the requester 06 Recorded reported, and written to knowledge one timeline · every hand-off visible · nothing re-entered by hand

The life of an asset

Asset management fails in spreadsheets because nobody owns the sixth stage. Here every stage is a record, and the person holding the device is part of it.

StageTravelling record
Asset warranty · cost Procured Registered Allocated In service Loaned or repaired Retired
The honest scope

What it is not.

A platform page that only lists features is a brochure. These are the boundaries, written next to the features rather than in a footnote.

Not a monitor

It is not a network or server monitoring product. Where you already monitor infrastructure, the alerts can raise a request here, but the monitoring stays where it belongs.

Not an endpoint security suite

No antivirus, no device-management agent, no patch engine. We record the device, its warranty and its history; the security tooling stays your choice.

Not a document library

The knowledge base holds what the desk needs to resolve work. It is not a replacement for your file storage or your records system.

Not an out-of-the-box migration

Your data comes across, but it is mapped and checked rather than imported blind. That is work, and it is in the scope with a name against it.

Not an AI that acts alone

The assistant drafts, suggests and answers from your records. It does not close tickets, change permissions or contact your clients without a person approving it.

24×7 cover, not a ticket queue

Support runs around the clock with Australian engineers, and the escalation path and response targets are written into your agreement.

Why one data model matters

The alternative is a ticket system, a spreadsheet and a wiki that disagree with each other. When they disagree, someone has to arbitrate by hand, every month, forever.

RecordAI touchpoint
One ticket one timeline Asset & warranty the device, its owner, its life Person who asked, who is accountable Knowledge the fix, versioned, reusable SLA & OLA who owes what, by when Reporting the month, without a spreadsheet

Ready to see it on your own tickets?

Twenty minutes, no slide deck. Bring a real request and we will run it through the desk live.

Book a demo See pricing
Continue exploring
IntegrationsWhat connects today, and what is rolling out.SecurityTenancy, access, AI handling and exit.See it workBring three real requests.