A helpdesk that models your customers’ equipment, so agents see what broke, not just who complained.
SevakDesk is a support platform for businesses whose tickets are about things: circuits, machines, vehicles, units and properties. Alongside tickets, it models each customer’s equipment and how those items connect, so a single ticket can reveal every other customer affected by the same fault.
It is currently in early access.
Most helpdesks model two things: a ticket and a person. When three customers report “internet not working”, “slow since this morning” and “phones are dead”, nothing links them, even when they all depend on the same exchange. Agents keep asking “which one?”, the same fault is diagnosed several times, and the equipment itself lives in a spreadsheet nobody keeps current.
Model a third thing: the item the ticket is about. Records are the real things a business looks after, each with its own page and full ticket history. Record types let a team define fields and visibility without a developer or a release. Four deliberate relationship verbs (contains, located at, depends on, relates to) connect records and read correctly from both ends. Instead of designing a data model, a team picks its industry and starts from ready-made record types.
Around that model sits a complete helpdesk: tickets and queues, email in and out, service levels with business hours, holidays and timezones, automation, a knowledge base with smart search, a customer portal, reporting, exports, roles and permissions, and one login across several workspaces. Automation rules can only reference fields that exist, run as a named person, and report when they break.
For developers there is a REST API with documentation generated from the code, idempotent writes and webhooks in both directions. Workspace isolation is enforced at the database layer, with two-factor authentication, a full audit log, restore-tested backups and an automated test suite on every push.
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One secure home for company documents: real permissions, full version history and approvals before anything goes out.