Service desk software solutions built around request types, not a crowded inbox
Ticketagent is a service desk for teams that deliver services to other people inside or outside the company: IT, HR, facilities, finance operations, customer onboarding. You define the request types you offer, each with its own web form, fields, priority, approval step and SLA. Requests arrive structured, go to the right queue, and get answered on time, while an AI agent handles the repeat questions from your internal knowledge base.
A service catalog made of request types
A service desk works when requesters pick what they need instead of writing a open-ended email that someone has to decode. In Ticketagent each request type is a small, named service: "New laptop", "Access to finance system", "Update payroll details", "Book a meeting room", "Vendor onboarding". Each one has a form with the fields your team needs to act, so the first message already contains the asset tag, the cost center or the start date.
- Web forms per request type with required and optional custom fields
- Category, priority and team set by the request type, with AI classification for requests that arrive by email
- Routing rules by requester, department, channel and business hours
- Round-robin and load-balanced assignment on Team and Business
- Canned replies and internal notes for each service
Approvals routed to a lead
Some requests need a yes before anyone acts: software that costs money, access to sensitive data, equipment above a budget. A routing rule sends those request types to the lead or manager who approves them, the ticket stays on hold while the decision is pending, and the approval is recorded on the ticket history with the name and time. Once approved, the ticket moves to the team that fulfils it.
SLAs per request type
A password reset and a new hire setup should not share one target. On Team and Business you create unlimited SLA policies, with first response and resolution targets per request type and priority, business hours per location and holidays. Ticketagent warns the assignee before a breach and escalates to the lead when a target is missed. Our support SLA policy guide explains how to pick realistic targets.
Internal knowledge base and AI answers
Internal articles document how each service works, what requesters need to prepare and how technicians fulfil it. The AI agent drafts replies grounded in those articles and shows the cited article to the agent. For approved intents above the confidence threshold you set, it resolves the request itself and hands over to a person with a summary when it is unsure.
Service desk reporting
Reports show volume per request type, first response time, resolution time, SLA attainment, AI resolution rate and CSAT. Business adds custom reports and scheduled exports, so the monthly service review builds itself from the data.
How to set up the service desk
List the ten to twenty requests your team receives most often and name each one as a request type.
Build a web form for each request type with the fields needed to act on it.
Set the team, priority and SLA policy for each request type.
Add routing rules that send approval-based request types to the right lead first.
Write an internal article per request type, then turn on AI drafts.
Publish the forms on your intranet or help center and keep the email inbox for everything else.
Example service catalog settings
These are settings a service team might configure. The targets are the ones you choose.
| Request type | Approval | Priority | First response target |
|---|---|---|---|
| New laptop | Department lead | Normal | 1 business day |
| Access to finance system | Finance lead | High | 4 business hours |
| Software purchase | Budget owner | Normal | 1 business day |
| Payroll detail change | None | Normal | 4 business hours |
| Meeting room problem | None | High | 1 business hour |
Where requests come from
Most requesters use the forms, but not everyone does. Email to the service desk address becomes a ticket, and AI classification maps it to the closest request type, fills category and priority, and asks the requester for the missing fields with a canned reply. On Team and Business, requests from Slack and from your own systems through the REST API land in the same queue, so every service has one queue, one clock and one history no matter where the request started.
- Forms on your intranet or help center for the catalog
- Email for everything that does not fit a form
- Slack intake on Team and Business
- REST API and webhooks for requests raised by other systems
Service desk questions
Yes, each request type has a web form with its own required and optional fields.
A routing rule sends the request to the lead who approves it, the ticket waits on hold, and the decision is recorded on the ticket history.
Yes, Team and Business include unlimited SLA policies with targets per request type, priority and business hours.
Yes, Team includes unlimited inboxes and teams, and Business adds up to 5 brands and help centers with custom roles and permissions.
No, seats are for the agents who work tickets; requesters submit forms and emails without a seat.
Pricing
Starter is $29 per agent per month with one SLA policy and web forms, Team is $59 with unlimited SLA policies, AI routing and integrations, and Business is $99 with multiple brands, custom roles, custom reports and scheduled exports. Yearly billing lowers each price. See help desk software pricing.