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 IT teams a structured platform to log incidents, manage requests, track assets, and manage SLA targets on Pro. Pro AI Autopilot checks runbooks, knowledge articles, and past resolved incidents before drafting fixes; Business Auto Resolve can close confident known issues.
Incident
VPN access failure
Queue
FyneDesk checks troubleshooting guides and similar resolved incidents before suggesting a fix.
Sound familiar?
An end user reports a printer issue in Slack. Someone mentions a VPN problem in passing. Nothing is tracked. Nothing is prioritised. 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.
VPN resets, access requests, and common incidents keep landing on the same technicians. Pro AI Autopilot drafts fixes from runbooks; Business Auto Resolve can close confident known issues.
What changes with FyneDesk
Every incident and service request gets logged, categorised, and assigned. Agents are organised 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 can be tracked in real time on Pro. And every action is recorded in a full audit trail for compliance and post-incident review.
Five features built for IT service management
Incident Intake
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, categorised, and tracked from first contact through resolution.
Tier and SLA Routing
Send network incidents to the network queue, device issues to desktop support, urgent outages to senior agents, and MSP client work to the right account. Route by priority, team, source, or SLA risk.
End-User Service Portal
Give employees or MSP clients a branded place to submit incidents, request access, check ticket status, and search IT articles. Reduce walk-ups while keeping each user limited to their own tickets.
Runbook-Aware AI Fixes
AI summarises 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 Runbook Library
Document VPN resets, MFA recovery, device setup, access procedures, and known-error fixes. AI uses approved runbooks plus past resolved incidents so suggestions match your real support history.
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 summarises 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 on Pro, 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?
On Pro, 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.
Does the AI cost extra?
There is no separate per-agent AI add-on. AI drafting starts on Free, Pro adds AI Autopilot for agent-reviewed fixes, and Business can use Auto Resolve for confident known issues.
Give your IT team a proper service desk
Sign up in under a minute. Every incident tracked, every Pro SLA monitored, and every IT workflow easier to govern.
Free plan available.