MegataDesk

MegataDesk Service Management

Requests, incidents and changes — answered on time.

A service desk for IT, HR and operations teams: queues, SLAs, approvals and a knowledge base that deflects repeat questions.

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MegataDesk
All open5
KeySummaryStatusSLA
BLUES-42VPN drops every 30 minutesIn progress38mAS
BLUES-41New laptop for incoming staffAwaiting approval5h 10mAD
BLUES-39Printer on floor 2 is jammedOpen−12m
BLUES-37Access to the finance shared driveIn progress2h 45mRN
BLUES-35Email signature template updateResolvedMetAS
−12mSLA breached
BLUES-39 · Time to first response · escalated to Agent Satu

Product interface · illustrative data

SLAs that follow your working hours

Set goals per request type and priority, run them on your business-hours calendar, and see how well each one is met — before a breach, not after.

  • Goals per request type and priority
  • Business-hours calendars and pauses
  • Met and breached at a glance
MegataDesk
SLA goals
Time to first response92% met
Goal 4h · Business hours Mon–Fri 08:00–17:00 WIB
Time to resolution86% met
Goal 2d · Business hours Mon–Fri 08:00–17:00 WIB
Time to approve normal change97% met
Goal 3d · Business hours Mon–Fri 08:00–17:00 WIB
Product interface · illustrative data

Incidents, problems and changes

Raise an incident, link it to the problem behind it, and plan the change that fixes it — with a change calendar and CAB approvals.

  • Post-incident reviews
  • Change calendar and risk
  • On-call schedules and alerts
MegataDesk
IT Support / BLUES-42
VPN drops every 30 minutes
In progressTime to resolution 38m
RN
Linked to problem BLUES-30: VPN gateway memory leak
AS
Change BLUES-44 approved by CAB, scheduled tonight
Assignee
Agent Satu
Priority
High
Request type
Get IT help
Approvals
1 of 1
Product interface · illustrative data

Approvals and satisfaction

Route requests to the right approvers, then ask customers how it went once the request is resolved.

  • Approver groups
  • CSAT after resolution
  • Surveys with results
MegataDesk
IT Support / BLUES-41
New laptop for incoming staff
Approval: Manager IT
RNRina NugrahaApproved
ADAdi DarmawanWaiting
ApproveDecline
Satisfaction“Fast and clear, thank you!”
Product interface · illustrative data

Works with the rest of MegataDesk

See MegataDesk with your own workflows

Tell us how your teams work today. We'll show you the suite set up for it and send a quote that fits.

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