A request is created
They pick a request type and urgency. Before you ask suggests articles first.
- Staff read
- New
- Customer reads
- Received
How it works
Six roles, one ticket, from question to invoice
ubDesk is one web app with six consoles, and an iPhone app for four of them. Each person signs into exactly one desk and sees only their part of it.
- PlatformubDeskSets your contract, seats and AI budget
- PartnerYouAgents, customers, SLAs, rates and your brand
- Client companiesYour customersRequests, approvals, hours and invoices
- On single ticketsVendorsInvited per ticket, never see internal notes
Six roles, each with its own console
Who signs in, what they see, what they never see, and what they decide.
- Platform console
SUPER_ADMINPlatform operator
Web onlyThe ubDesk team.
- Sees
- Partners, contracts, platform invoices, health and the full audit log
- Never sees
- Work on tickets
- Decides
- Seat requests and AI budget requests
- Partner desk
PARTNER_ADMINPartner admin
iPhone and webRuns your desk. The first admin is the owner.
- Sees
- Every ticket, customer, agent, vendor, rate and report in your desk
- Never sees
- Other partners' desks
- Decides
- Raising to P1, closing without confirmation, out of office cover and vendor effort
- Agent desk
PARTNER_AGENTAgent
iPhone and webYour 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
- Never sees
- Billing, desk settings or permissions
- Decides
- A colleague asking for their input or approval
- Customer desk
CUSTOMER_ADMINCustomer admin
iPhone and webThe IT contact at a client company.
- Sees
- Every request of their company, their people, hours and invoices
- Never sees
- Internal notes, vendor names or other companies
- Decides
- Estimates, hours, Critical requests and fixes
- Customer desk
CUSTOMER_USERCustomer user
iPhone and webAnyone at the client company who needs help.
- Sees
- Their own requests and what a colleague sent them
- Never sees
- Internal notes, money or other people's requests
- Decides
- Fixes to their requests and what a colleague asks them to check
- Vendor desk
VENDORVendor engineer
Web onlyA supplier you bring in on a single ticket.
- Sees
- Tickets they accepted, their effort and their invoices
- Never sees
- Internal notes, other tickets or the customer list
- Decides
- Whether to accept the ticket
One ticket, start to finish
The same ticket through every hand. Staff and customers read different words for the same state; both are shown.
- Customer
- Routing
It reaches the right agent
A category mapping sends it to an agent or the team queue. Clocks start from the customer's SLA policy.
- Staff read
- Assigned
- Customer reads
- With Falcon
- Agent
First reply
The first public reply stops the first-reply clock.
- Staff read
- In progress
- Customer reads
- Being worked on
- Agent
Waiting on the customer
The agent asks for details or sends an estimate. The resolve clock pauses.
- Staff read
- Pending customer
- Customer reads
- Waiting on me
- Vendor
A vendor joins
For a carrier fault, a vendor is invited onto this one ticket.
- Staff read
- Pending vendor
- Customer reads
- Being worked on
- Agent
Resolved
The agent resolves the ticket and logs the time spent.
- Staff read
- Resolved
- Customer reads
- Fixed · confirm?
- Customer
Confirmed or sent back
Yes, that fixed it closes the ticket. Still not right reopens it. With no answer, it closes after three working days.
- Staff read
- Closed
- Customer reads
- Closed
- Customer admin
Hours approved, invoice sent
Logged time is approved against plan hours and lands on the monthly invoice.
See your desk under your brand
Book a 30 minute walkthrough. We will show you the consoles your agents, customers and vendors would use.