Switching it on
The organisation's owner turns the service desk on under Settings.
Where tickets come from
- Email to your organisation's support address. You can forward your existing mailbox to it.
- The customer portal.
- A technician raising one in the console, for a phone call or a walk-up.
- An alert: "open ticket" on any alert, or an alert rule that opens one automatically (off by default).
Senders from a company's email domains are filed to that company automatically. Anyone else goes to an "unfiled" list for an admin.
What technicians can do
- Work one queue: unassigned first, then by resolve target. Filter by company, status, assignee, priority or words.
- Assign a ticket to themselves or someone else, and set status (open, pending, resolved, closed), priority (low, normal, high, urgent), category and the machine involved.
- Send public replies, which are emailed to the requester, or internal notes. Canned replies are available.
- Attach files and pasted screenshots: images and documents, up to 10 files and 10 MB per message. Executables are refused.
- Mark a ticket as spam, which closes it and blocks the sender or the whole domain.
Service levels
Each priority has a first-response target and a resolve target, counted in business minutes inside your business hours and time zone. The defaults run from urgent (30 minutes to respond, 4 hours to resolve) down to low (1 day, 5 days), and you can edit them.
- The clocks pause outside business hours, and the resolve clock pauses while a ticket is pending.
- A ticket turns amber within an hour of a target and red when it is missed. A missed target emails the assignee, or the owner and company admins when no one is assigned.
- Resolved tickets close by themselves after a set number of days (7 by default).
BE AI on tickets
BE AI suggests and never applies.
- On email and portal tickets it suggests a category, a priority and the likely machine, and drafts a first reply. The technician accepts or edits it. Only a sent reply counts as the first response.
- "Investigate" on a ticket linked to a machine runs a BE AI investigation. Any fix it proposes goes through the normal approval queue.
- These count against the organisation's BE AI budget.
Time reporting
Log minutes on a ticket with a note and a billable flag. The monthly "Support time by company" report shows tickets, minutes and billable minutes per technician, with CSV export. BE Hub doesn't invoice.
The customer portal
- Requesters sign in with a one-time email link and no password. The sign-in page doesn't reveal whether an address is known.
- They see their tickets, reply with attachments, raise new tickets and read the published knowledge base. A new ticket has a subject, a description, optionally one of their company's machines, and attachments. They don't choose priority or category.
- While they type a subject, matching published articles appear with a "this solved it" button.
- By default a requester sees only their own tickets. A company can let them see all of the company's tickets.
- Requesters are free. They are not seats.