Knowledge Hub
Internal documentation with real search, ownership, review dates and version history.
Next.js · TypeScript · PostgreSQL · MDX
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From $479
OverviewRequester1 / 6
Knowledge Management
SupportLive
Service Desk
A support queue and a knowledge base are the same system viewed twice. Answer a ticket once, publish the answer, and watch that category of ticket stop arriving.
- From
- $579
- Function
- 22
- Roles
- 3
- Users
- Unlimited
Next.js · TypeScript · PostgreSQL · Recharts
Inside the app
What it does out of the box
22 connected functions on one schema, spanning three permission levels. Everything below is in the template before a line of customisation.
Dashboard for Marta
Three of your tickets are open and one is waiting on your reply.
My tickets
Everything you have raised, and what it is waiting on.
Find an answer
Search before you raise. Most questions have already been answered.
Queue
Everything open, ordered by what breaches first.
SLA clocks
Response and resolution targets by priority, with pauses recorded.
Deflection
How many questions the knowledge base answered before a ticket existed.
Routing and SLAs
Where a ticket goes, and what it promises when it gets there.
Audit log
Every reassignment, SLA pause and rule change. Retained for seven years.
Permissions
Three roles, one build
A requester raises and tracks, after searching first. An agent works a queue ordered by what breaches next. An administrator sets routing and targets. Deflection is measured rather than assumed.
Requester5 functions
Ask, or find the answer first
- Search before raising a ticket
- Track their own tickets and see what is waiting on them
- Reply in thread rather than by email
- Reopen a closed ticket without starting again
- Cannot see anyone else's tickets
Agent14 functions
The queue, by what breaches next
- Everything a requester can do
- One queue across every channel
- SLA clocks that pause when waiting on the requester
- Turn a resolved ticket into an article
- See volume and theme by category
Administrator22 functions
Routing, priority and targets
- Everything an agent can do
- Set routing rules and default priority
- Define response and resolution targets
- Require approval for certain categories
- Read and export the audit log
The build
Every function in the box
22 functions, all of them live in the preview. Nothing on this list is a mockup or a roadmap item.
Access
- Sign in
Help
- Overview
- My tickets
- Find an answer
Agent
- Queue
- SLA clocks
- Deflection
Administration
- Routing and SLAs
- Audit log
What you get
Delivered as a repository, not a login.
Internal IT, operations and support teams fielding requests from tens to thousands of people a month.
- 9 production functions spanning three permission levels
- Full source code and PostgreSQL schema in your repository
- Role-based access control, enforced server-side
- Immutable audit log written on every change
- Responsive layouts, usable on a phone, not just resized
- CSV import and export on every core record
- Deployment configuration for your cloud account
- Twelve months of updates, and no per-seat charge ever
Access and evidence
Answer once, publish once
A support queue and a knowledge base are the same system viewed twice. Answering a ticket and publishing that answer should be one action, and the deflection it earns should be measured rather than assumed.
- A resolved ticket becomes an article in one action, and the link is kept
- Deflection is measured per article, not estimated
- SLA clocks pause while waiting on the requester, and the pause is recorded
- A ticket nobody claims within its response target escalates out of triage
- Requesters see their own tickets only, enforced at the row level
- Searches that return nothing become the list of articles to write
- Role-based access control, enforced server-side
- Immutable audit log written on every change
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Questions
Service Desk, in practical terms
Do I get the source code for Service Desk?
Yes. The repository, application code, database schema, migrations, seed data and deployment configuration, is transferred to your organisation on delivery.
How many agents and requesters can use it?
As many as you like. Per-agent licensing is the standard model in service desk software and the reason small teams end up running support from a shared inbox.
How does deflection actually work?
A resolved ticket becomes an article in one action, keeping the link between them. The portal then shows how many people found that article and did not go on to raise a ticket, so deflection is a measured number rather than a claim.
Do SLA clocks account for waiting on the customer?
Yes. Clocks pause while a ticket is with the requester and the pause is recorded, so agents are not penalised for someone else's delay and the reported figures stay honest.
Can Service Desk be changed to match our support?
That is the usual route. A fitted build sets up your categories and routing, priorities and targets, approval requirements, portal branding, email ingestion and up to two integrations.
What does it cost to run?
Hosting only, paid to your own cloud provider, roughly $50 to $200 a month, rising with attachment storage.
Want Service Desk shaped around your process?
A fitted build adjusts fields, stages, roles and integrations to how your team already works. One scoping call, a fixed price, one to three weeks.
