ubDesk
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For IT service providers and MSPs

Run the service desk your clients think you built

ubDesk is a white-label service desk for every client company you support, with SLAs, approvals, time tracking and invoicing in one place. Your customers see your name. You keep track of every hour.

Book a demoSee how it works
  • Your name and logo
  • Web and iPhone
  • English and Arabic
  • Runs on any cloud

How it fits together

Three companies, one clear line of control

ubDesk runs the platform. You run the desk under your own name. Your customers ask for help and approve what costs money. Vendors join single tickets and see only what they need.

  1. PlatformubDeskSets your contract, seats and AI budget
  2. PartnerYouAgents, customers, SLAs, rates and your brand
  3. Client companiesYour customersRequests, approvals, hours and invoices
  4. On single ticketsVendorsInvited per ticket, never see internal notes

Everything that happens is a ticket, an hour, an invoice or an entry in the audit log.

White label

Your logo and colour across the desk

Every web console your customers, agents and vendors open carries your name and your brand colour, and customers never see the word ubDesk there, except in the sign-in footer and legal pages. The iPhone app opens to your desk's name and logo after sign-in.

  • Logo, name and brand colour set once in Desk settings
  • Emails go out in your name, from your templates
  • Customer wording for every status, decided in one place
Try a partner brand

Product tour

What a managed service desk needs, in one place

Five parts of the desk your team will use every day.

Service levels

SLAs your customers can trust

Set first-reply and resolve targets per request type and priority, on your own calendars and holidays. Clocks run in business hours and pause while the ball is with the customer or a vendor, so a breach is a real breach.

SLA management and queues

16:15 Resolved

3h 45m of 8h used · paused 2h 30m

Collaboration

Work together without losing the thread

Send an estimate for approval before work starts, ask a colleague for input, escalate to L2, L3 or a team lead, or bring a vendor onto one ticket. Internal notes stay internal.

Collaboration on tickets

Time and money

From hour logged to invoice paid

Agents log time on the ticket. Customer admins approve hours against their plan, overage bills at the rate card, and the monthly invoice builds itself with VAT. Nothing financial is deleted: it is voided, reversed or credited.

Time tracking, hours and invoices

Knowledge base

Customers who help themselves

Publish articles to all customers, some customers or your team only. While a customer writes a request, matching articles appear under Before you ask, and the ticket may never need to exist.

Knowledge base

AI on a budget

AI help that stays inside a budget

Eleven AI tools summarise tickets, draft replies, check the mood, translate between Arabic and English and explain invoices in plain words. Every run spends credits from a monthly budget you split between agents and customers.

AI tools

Two sentences, one state

Staff read the system. Customers read what it means for them.

One wording table decides every status a customer sees, so your team and your clients never talk past each other. Vendors are never named to customers.

Six consoles

Each person sees their part and nothing more

One shell, six consoles. Permissions come in two layers: ubDesk sets your ceiling, and you set everyone else below it, screen by screen.

See every role
  • Platform consoleSUPER_ADMIN

    Platform operator

    Web only

    The ubDesk team.

    Sees
    Partners, contracts, platform invoices, health and the full audit log
  • Partner deskPARTNER_ADMIN

    Partner admin

    iPhone and web

    Runs your desk. The first admin is the owner.

    Sees
    Every ticket, customer, agent, vendor, rate and report in your desk
  • Agent deskPARTNER_AGENT

    Agent

    iPhone and web

    Your team at L1, L2, L3 or lead level.

    Sees
    Their tickets, the team queue for their categories, customers read only, the knowledge base and their time
  • Customer deskCUSTOMER_ADMIN

    Customer admin

    iPhone and web

    The IT contact at a client company.

    Sees
    Every request of their company, their people, hours and invoices
  • Customer deskCUSTOMER_USER

    Customer user

    iPhone and web

    Anyone at the client company who needs help.

    Sees
    Their own requests and what a colleague sent them
  • Vendor deskVENDOR

    Vendor engineer

    Web only

    A supplier you bring in on a single ticket.

    Sees
    Tickets they accepted, their effort and their invoices

On iPhone

Your desk in your pocket

An iPhone app is included with every desk and rolling out to partners now. Each role gets the work it does away from the desk; setup and money stay on the web. Android is next.

  • Partner adminsSee what is about to breach, reassign, resolve and approve time from anywhere.
  • AgentsStart from My day, pick up from the team queue, reply and log time, even offline.
  • Customer adminsConfirm a Critical, approve an estimate or sign off hours in a few taps.
  • RequestersEveryone else at your clients raises a request with a photo, follows it and confirms the fix.
  • Push alerts for P1 tickets, breaches, new work and approvals
  • Face ID to open the app, and again before a customer approves money
  • Recent tickets readable offline; replies and time entries send when you are back online
  • English and Arabic, light and dark

Vendors and the platform console stay on the web.

Security

Built in from the first table

Isolation, sign-in and audit are part of the data model, not settings you hope are switched on.

  • Isolation in the database

    Row-level security in Postgres keeps every partner and customer in its own space, and tests prove it on every change.

  • Two-step sign-in

    Passwords, authenticator codes, recovery codes and device sessions, built in house.

  • An audit log nobody can edit

    Every change, export and download is written to an append-only log.

  • Support access with a paper trail

    Opening a console as someone else needs a reason, shows a banner, ends after 60 minutes and audits every action.

Read about security

Move in

Bring your history with you

The migration wizard moves each customer's tickets and people from your old tool, with a problem report before anything is imported.

  1. 1TemplatesA workbook goes to the customer admin.
  2. 2UploadFiles arrive and are scanned for viruses.
  3. 3MapFields are mapped, with defaults by source.
  4. 4CheckA problem report by row and column.
  5. 5ImportOriginal ids and dates are kept.
  6. 6Roll backUndo an import that has no later activity.

Pricing

Priced per agent seat

You pay for the agents who work tickets. Customers, their people and vendors never take a seat.

Book a demoSee what is included

Questions

Questions providers ask

Who is ubDesk for?

IT service providers and managed service providers who support several client companies and want one branded desk for all of them.

Will my customers see the ubDesk name?

On the web desk, no: customer, agent and vendor consoles show your logo, your name and the label Service desk, and the ubDesk name appears only in the sign-in footer and legal pages. The iPhone app is one shared ubDesk app: its name, lock screen and Face ID prompt say ubDesk, and once signed in it opens to your desk's name and logo.

Can my customers sign up on their own?

No. Every account is invited, by you or by the customer admin you appoint. That keeps each client company's people and data under control.

Where do tickets come from?

Customers create requests in the portal or by email, and your team logs phone calls as tickets. There is no chat or voice channel.

Does it work in Arabic?

Yes. Every console is available in English and Arabic with a right-to-left layout, and the Translate tool shows a message in the other language under the original.

Is there a mobile app?

Yes, for iPhone. It is included with every desk and rolling out to partners now. Partner admins, agents, customer admins and the people who raise requests each get their part of the desk on the phone; vendors and the platform console stay on the web. Android is next.

Can we bring our existing tickets?

Yes. The migration wizard imports tickets and people per customer from a workbook, keeps the original references and can roll an import back.

Do you process payments?

No. ubDesk builds invoices and records the payments your customers report or you receive. Collecting money stays with your bank or payment provider.

Where is ubDesk hosted?

ubDesk runs on any cloud that offers managed Postgres and object storage. Talk to us about where your desk should run.

See your desk under your brand

Book a 30 minute walkthrough. We will show you the consoles your agents, customers and vendors would use.

Book a demoRead the platform overview