Your IT team handles incidents and service requests all day.
Do they have the right tools?
Sticky notes and shared inboxes are not a service desk. FyneDesk gives your IT team an ITIL-aligned platform to log incidents, manage service requests, track assets, and meet SLA targets.
Sound familiar?
An end user reports a printer issue in Slack. Someone mentions a VPN problem in passing. Nothing is tracked. Nothing is prioritized. Issues fall through the cracks.
Are you meeting response time commitments? Which incidents are about to breach? You do not know until a client or manager complains.
Who has which laptop? When does the warranty expire? Your spreadsheet was last updated three months ago. When an incident involves hardware, you are guessing.
You support five clients but all their requests land in the same inbox. No separation. No per-client reporting. No way to track SLA compliance by account.
What changes with FyneDesk
Every incident and service request gets logged, categorized, and assigned. Agents are organized into L1, L2, and L3 tiers with role-based access. Assets are linked to incidents so your team has full context when troubleshooting. SLA targets are tracked in real time. And every action is recorded in a full audit trail for compliance and post-incident review.
ITIL-aligned ITSM in five core capabilities
Email-to-Ticket
End users email the service desk and each message is logged as an incident or service request with a ticket number, priority, and assigned agent. This is fully ITIL-aligned incident management: every issue is captured, categorized, and tracked from first contact through resolution.
Smart Routing
Route incidents to your network team, service requests to desktop support, and high-priority issues to senior agents. Per-source overrides let MSPs route by client. Assignment modes include specific agent, specific team, or round-robin across a group.
End-User Portal
Give your end users (or MSP clients) a branded self-service portal to submit incidents, check ticket status, and browse your IT knowledge base. Reduce walk-ups and drive-by requests. End users see their own tickets and nothing else.
AI-Powered Resolution
AI summarizes incident details, suggests resolutions from your knowledge base, and drafts replies. Agents resolve common issues faster and escalate complex ones with full context. Known error workarounds surface instantly.
IT Knowledge Base
Document standard operating procedures, troubleshooting guides, and known error workarounds. End users find answers before contacting the service desk. AI uses your articles to suggest fixes to agents. This is ITIL knowledge management built into your daily workflow.
How it works
Incidents and requests come in
End users email the service desk, submit through the self-service portal, or use the widget on your intranet. Every item gets a ticket number, a priority, and an assigned agent.
AI and routing handle triage
Routing rules assign incidents to the right team or tier. AI summarizes the issue, checks your knowledge base for known resolutions, and suggests a response so agents can act immediately.
Self-service reduces volume
End users search your IT knowledge base and check ticket status on the portal. Your dashboard shows open incidents, SLA compliance, resolution times, and agent workload.
Frequently asked questions
Is FyneDesk ITIL compliant?
FyneDesk is aligned with ITIL best practices for incident management, service request fulfillment, knowledge management, and configuration/asset management. It provides the structure ITIL recommends without the complexity of enterprise ITSM tools.
Can MSPs use FyneDesk for multiple clients?
Yes. MSPs can use FyneDesk to manage service requests across multiple client environments. The platform supports team-based routing, per-source assignment rules, and reporting across all tickets.
Does FyneDesk include asset management?
Yes. Track hardware, software licenses, warranty dates, and asset history. Link assets directly to incidents so agents have full context when troubleshooting.
How does FyneDesk handle SLA tracking?
You set response and resolution time targets per priority level. FyneDesk tracks compliance in real time and flags tickets approaching or breaching their SLA deadlines.
Can end users submit their own tickets?
Yes. End users access a branded self-service portal where they can log incidents, submit service requests, check status, and search the IT knowledge base.
Give your IT team a proper service desk
Sign up in under a minute. Every incident tracked. Every SLA monitored. Every asset accounted for.
Free plan available.