One service desk for every system you run.
Tickets, vendors, contracts, SLAs and escalations for any equipment and any vendor - security, IT, building systems, electrical, networking and more. Sold as a product of its own.
Any system. Any vendor. No monitoring required.
The Service Desk is a complete ITSM for any operation from day one - you don't need IOSentra monitoring, or even a single connected device, to run every workflow on this page.
- Open a full ticket workflow with nothing but a title
- Sites, customers, contacts, vendors and contracts - all independent of monitoring
- Track any equipment across any domain - security, IT, HVAC, electrical and beyond
- Add Health Monitoring later for security; nothing to migrate, nothing to re-enter
A governed lifecycle, not a status free-for-all.
Every ticket follows one clear, fully-logged path - everyone can see who did what, when, and what happens next.
- Open
- Acknowledged
- In progress
- On hold
- Resolved
- Closed
Reopen path - resolved and closed tickets can come back, counted and audited
Deadlines with teeth.
Response and resolution clocks run on every ticket - from contract tiers or per-priority matrices - and escalation is automatic when they run down.
- 15 min first response
- 4 h resolution
- 30 min first response
- 8 h resolution
- 60 min first response
- 24 h resolution
Or define a per-priority matrix per contract - separate response and resolution targets for every priority.
The escalation ladder
- L1TechnicianTicket assigned
- L2SupervisorSLA at 80%
- L3Vendor escalation contactSLA breached
- L4Customer executiveCritical or repeated breach
Your vendors, under contract - and under measurement.
The vendors who fix your systems and the contracts that bind them live inside the desk, not in a drawer.
- Vendor registry with compliance certifications (ISO 27001, SOC 2, GDPR) and partner levels
- Technicians with shifts and on-call rotations
- Contracts with per-priority SLAs and penalty clauses
- Renewal alerts before contracts lapse - auto-renew tracked
- Security integrators
- IT services & MSPs
- HVAC & mechanical
- Electrical contractors
- Facilities & general maintenance
- In-house technicians
Track ownership, response times, SLA compliance and resolution performance across every provider and every trade - internal or external.
The right vendor, chosen before you finish typing.
Routing resolves along your location tree and matches contract coverage by site and system type - with a preview before the ticket is filed.
- Device
- Zone
- Floor
- Building
- Site
- Organization
Coverage resolves up the chain - the most specific match wins.
Will be handled by: Acme Facilities - response by 14:30
The desk runs itself between humans.
Four rules keep the queue moving without a dispatcher watching it.
Auto-assign
New tickets route to the covering vendor by contract - no dispatcher required.
Auto-escalate
At 80% of SLA the next level is notified - before the breach, not after.
Auto-close
Resolved tickets close themselves after 72 hours of inactivity.
Duplicate suppression
The same problem doesn't become five tickets.
Add the Health Monitoring product for your security systems, and verified CCTV faults open tickets automatically - attributed to the right device, deduplicated.
Know which vendors earn their contracts.
- Vendor performance: average resolution time, SLA compliance %, repeat-failure rate
- Tickets by status and priority, with resolution trends over time
- SLA tracking across every open clock
- Executive reports - the numbers your management asks for, ready to share
The queue rides in the technician's pocket.
Tickets sorted by SLA urgency, lifecycle actions and resolution notes - one-handed, at 3am, in a server room.
Add the security-monitoring engine, and CCTV tickets file themselves.
The Service Desk manages the work your teams already know about, across every system. Add Health Monitoring - the security add-on - and IOSentra also finds the CCTV failures nobody reported (a missed recording segment, a drifted clock, a dying disk) and opens the ticket for you, attributed to the exact device.
Ready to take control?
Every camera records. Every device communicates. Every issue is tracked. Every ticket is resolved.
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