TEAM
Technicians and coordinators
They handle tickets according to their role, customer, product, and permission scope.
Features
From contract to billing. One coherent process.
fsDesk Pro brings together ticket handling, SLA, technician work, customers, and subcontractors. Configure it around your own rules instead of changing your process to fit the tool.
Tickets
Capture exactly the information your service team needs.
Each contract can use its own set of ticket types, fields, dependencies, and statuses. The form becomes part of the workflow, not just a box for describing the problem.
Custom fields
Text, value lists, and data required for your specific industry.
Field dependencies
The form can react to the user's previous selections.
Editing permissions
Different permissions for technicians, coordinators, customers, and administrators.
Checklists
A repeatable delivery standard for selected ticket types.
SLA and contracts
Contract rules built into the system.
For each ticket type, define response time, resolution time, and the hours in which SLA should be calculated. fsDesk Pro takes care of the rest.
01 / RESPONSE
Define how long the team has to respond to a ticket.
02 / RESOLUTION
Track the resolution deadline according to the contract.
03 / CALENDAR
Business days from 8:00 to 16:00 or full 24/7 coverage—depending on the contract.
Service delivery
The full context stays with the ticket.
Notes, activities, attachments, comments, and status changes create a single history. Handing a ticket over to someone else no longer means reconstructing context from emails.
Time tracking
A record created as the work happens.
Technicians record time and describe completed work directly in the ticket. The data can then be used for reporting, workload analysis, and customer billing.
Collaboration
One system. Different roles. Clear boundaries.
CUSTOMER
Dedicated portal
Customers can see their own tickets, status, communication, and attachments without access to internal service data.
EXTERNAL
Subcontractors
They receive only the tickets assigned to them and the context needed to complete the work.
Practical, not a feature catalog