VIDUDeskEveryrequest,trackedtodone
Ticket management for any business: capture work from every channel, hold each request to an SLA, control changes with customer approval and see it through in one place.
Everything your support team needs. Nothing it doesn’t.
Support desks, internal IT, facilities, field service and professional services: any team that receives requests and has to answer for them.
One queue
Portal, email, public forms, API or manual entry: every request lands in one place.
SLAs that hold
Response and resolution targets on business hours, with warnings, breaches and escalation.
Nothing ships without a yes
Change requests with impact, rollback plans, CAB review and customer sign-off.
From intake to resolution
Explore each part of the desk.
Ticketing
Capture, classify and collaborate on every request.
Omnichannel intake
Web portal, email, no-login public form, REST API or manual entry.
Ticket types
Bug, feature request, how-to, performance, data issue, configuration and training.
Priorities P1–P4
With clear stages from new to closed.
Threaded replies
Internal-only notes and file attachments.
Full timeline
Every change recorded; saved views for every team.
Accountability, built into every ticket
SLA-first
Business-hours timers, early warnings and escalation by default.
Customer sign-off
No-login approvals with typed signatures for every change.
Self-help that works
A public learning hub reduces repeat tickets.
Secure integrations
mTLS and scoped grants for system-to-system tickets.
Visible performance
SLA and workload reports for every team.
Any team
Support, IT, facilities, field service or professional services.
Any team that answers requests
Customer support
SLA-driven queues and a customer portal.
Internal IT
Change control with CAB approvals.
Facilities & field service
Requests tracked to completion.
Professional services
Projects created straight from tickets.
VIDU Desk: Frequently Asked Questions
How do SLAs handle weekends and holidays?
SLA timers follow your business hours and holiday calendar, and pause while a ticket is awaiting the customer.
Do customers need a login to approve changes?
No. Customers approve change requests from an emailed link using a typed signature.
Can tickets come from other systems?
Yes, through the REST API or the separate integration service secured with mTLS and scoped per-company grants.
Is there a knowledge base?
Yes. The learning hub offers videos, guides and learning paths that are public and searchable without sign-in.
Track every request to done
Book a demo to see VIDU Desk with your own SLAs and teams.