Platform
Everything in the service desk, section by section
A reference for what ubDesk does today. Every part below is built and tested; the web app has all of it, and the iPhone app carries the work people do away from their desk.
Tickets from portal, email and phone
A ticket carries the customer, requester, request type, priority, category and channel. Routing sends it to an agent or the team queue the moment it arrives.
- Created in the portal, by email, or logged by your team from a phone call
- Customers choose Critical, High, Medium or Low, with the reply target shown
- Critical requests can need the customer admin to confirm first
- Hand over, escalate and change priority, always with a reason
- Duplicates merged, withdrawn requests closed as withdrawn
- Resolved tickets close on their own after three working days unless the customer says Still not right
SLA management and queues
SLA policies hold request types, each with priority levels that carry a first-reply target, a resolve target and a clock type.
- Business-hours calendars and holidays per desk, Sunday to Thursday by default
- Clocks pause while a ticket waits on the customer or a vendor
- Risk shown before a breach; breaches recorded and excuses kept with a reason
- System queues plus custom queues with owners and alert thresholds
- Category mappings: round robin pool, team lead picks, or manual
- Capacity per agent and out of office cover
- 10:00Request created
- 10:40First reply sent
- 11:30Waiting on the customer
- 14:00Customer replied
- 16:15Resolved
16:15 Resolved
3h 45m of 8h used · paused 2h 30m
Collaboration on tickets
Agents work in one thread of public replies and internal notes, and bring in the right people without losing the history.
- Estimates with hours, timing and scope that the customer approves
- Ask a colleague for input or approval, then take the ticket back
- Customers send a request to a colleague to approve, add detail or check and close
- Escalate to L2, L3 or the lead of the category
- Root cause on P1 tickets: what happened, why, the fix and prevention
Vendors on single tickets
Invite a supplier such as a network carrier onto one ticket. They see the ticket they accepted and nothing else: no internal notes, no other customers.
- A vendor desk for accepted tickets, effort and invoices
- The customer reads Being worked on; the vendor is never named to them
- Vendor effort approved by you before it can be invoiced
- Vendor invoices, pay runs and statements
- Hand back returns the ticket to your team
What your agent sees
What the vendor sees
Internal notes are never shared with vendors
Time tracking, hours and invoices
Time logged on a ticket becomes an approved hour, then an invoice line, with every step recorded.
- Time in 15 minute steps, with an extra approval for entries over 4 hours
- Customer admins approve or query hours each month
- Plan hours per customer, with overage billed at the rate card
- Rate cards with after-hours and weekend multipliers, an on-site fee and a billing step
- Monthly customer invoices with PDF, payments recorded and credits applied
- Corrections by void, reverse or credit: nothing financial is deleted
- Amounts in USD with VAT at 15%
Al Noor Logistics · October 2026
Approved hours 23h of 20h plan
Knowledge base
Your agents draft articles; you review them and publish to all customers, some customers or your team only.
- Review flow: draft, waiting for review, published, archived
- Before you ask suggestions while a customer writes a request
- Saved articles and helpful votes
- Platform how-to guides, shown to your customers as the Portal guide
- Search in English and Arabic
Before you ask
- Why does the VPN disconnect after sleep?
- How do I reset my VPN profile?
- What to check when the office internet is slow
AI tools on a credit budget
Eleven tools help agents and customers. Every run spends credits from a monthly budget that you control and split.
- Ticket summary in four rows, shared on the ticket
- Draft a reply, with a calmer version on request
- Check the mood of a customer's messages
- Translate between Arabic and English under each message
- Explain this invoice, for customer admins
- Estimate helper, root cause draft and article from a fix
- Find missing articles from the questions customers ask
- Budget split between agents and customers, limits per person, warnings at 80%
Ticket summary
- The issue
- The Riyadh office VPN drops about every hour since Sunday.
- What caused it
- The carrier changed the line's session timeout.
- Where it stands
- The carrier restores the old setting tonight.
- Other details
- Affects 14 people. A hotspot works for now.
Migrations
Move a customer in from another tool with a guided import that reports problems before it writes anything.
- Workbook templates sent to the customer admin
- Uploads scanned for viruses
- Field mapping with defaults by source
- Problem report by row and column, with a hint for each fix
- Imported tickets keep their original ids and dates
- Rollback removes imported records with no later activity and lists the rest
Problem report
Export from your old tool · 1,200 tickets
Reports, audit and documents
See how the desk performs and prove what happened, down to each export.
- Reports on volume, service levels, hours and money
- An append-only audit log of every change, export and download
- A documents tab on every customer, vendor and ticket
- Large exports run as jobs and arrive when ready
- A notification centre and email for the events that matter
Administration and permissions
Two layers of permissions: ubDesk sets what your desk can do, and you set what each role inside it can do.
- Every screen set to Full, View only or Hidden per role
- Actions and columns switched per role, with presets
- Overrides per customer
- Desk settings for business hours, email templates, intake, security and exports
- API keys for your own integrations
- Seat requests and your contract in one place
Mobile app for iPhone
One app for partner admins, agents, customer admins and the people who raise requests, included with every desk and rolling out to partners now. It opens to your desk's name and logo after sign-in. Android is next.
- Partner admins: desk counts, tickets, reassign, priority, resolve, approvals and out of office
- Agents: My day, pick up from the team queue, reply, hand back, escalate and log time
- Customer admins: confirm Criticals, approve estimates and hours, confirm fixes and follow every company request
- Requesters: create requests with a photo, follow them, approve and read help articles
- Push alerts for P1 tickets, breaches, assignments and approvals
- Face ID app lock, and a Face ID check before customers approve estimates or hours
- Recent tickets readable offline; replies and time entries wait until you are back online
- English and Arabic with right-to-left layout, light and dark
- Settings, billing, reports and vendor work stay on the web; vendors and the platform console use the web only
See your desk under your brand
Book a 30 minute walkthrough. We will show you the consoles your agents, customers and vendors would use.