Integra OneDeskIntegra OneDesk
Support & work requests with SLAs, implementation tracking, quotations, AMC renewals and invoice visibility — in one web platform shared by your team, your customers and your distributors, with an AI layer that triages, summarises and drafts alongside your consultants.
Software vendors and implementation partners sell a system — then service it through inboxes, WhatsApp groups, spreadsheets and a generic helpdesk that knows nothing about quotations, go-lives or AMC contracts.
Eleven states from New to Closed. Illegal moves are refused with the allowed next steps; every transition is audited and notifies the right people.
Per-priority response and resolution targets, 80 % warnings, tiered escalation, clock paused on hold or when waiting on the customer.
A billable request cannot enter development until the customer approves the quotation — in the portal, with a name and a timestamp.
Status, ETD, approvals, documents, AMC status, outstanding dues, knowledge base and chat — in their own secure realm.
Triage suggestions, thread summaries and reply drafts with your own Gemini or Claude key — suggestions a human confirms, every call logged.
Plus: approval workflows · asset register & internal IT tickets · master data · customer allocation grid · health score · white-label branding · roles & permissions
The customer raises it in the portal (or a distributor on their behalf, or your consultant by phone). Module, priority, attachments; AI proposes triage.
Consultant responds inside the SLA, sets ETD, accepts or rejects. Billable? A quotation goes out and the customer approves it online.
Developer works a linked task, logs time, posts internal notes. Testing, then customer verification with accept / reopen and a CSAT rating.
Invoice raised or imported, outstanding visible to the customer, AMC flips to Expiring at T-60 with reminders to everyone who should act.
Portal users live in a separate security realm and only see records flagged visible for their company. Internal notes are stripped in the API, not hidden in the UI.
| Priority | First response | Resolution | Breach → |
|---|---|---|---|
| CRITICAL | 2 business hrs | 1 business day | Assignee + Team Leader |
| HIGH | 4 business hrs | 3 business days | then PM + Management |
| MEDIUM | 8 business hrs | 7 business days | after configurable hours |
| LOW | 16 business hrs | 15 business days | 80 % warning first |
OneDesk puts LLM assistance exactly where a consultant loses time — reading a new request, catching up on a long thread, writing the customer update. Suggestions only; a human confirms. Keys stay on the server.
API keys live in server configuration, never in the browser. The ai.use permission is granted per role, and every call is written to an AI usage ledger — prompt hash, tokens, latency — so cost and behaviour are always auditable. Your customers' data never trains anyone's model.
Billable requests must pass through Awaiting Quotation; a customer-approved quotation moves them to development automatically. 100 % of paid work is quoted first.
Active → Expiring at T-60 → Expired / Renewed with a renewal chain. Reminders at 60 / 30 / 15 / 7 days to Accounts, consultant and Customer Admin. Expiring-in-90-days dashboard tile.
Internal and customer-visible on one thread. Internal notes are removed in the API serializer for portal tokens — verified by tests on the raw JSON.
Kickoff → Requirement Study → Configuration → Data Migration → UAT → Training → Go-Live → Post Go-Live Support, with owners, dates and auto-computed % complete.
Tasks and subtasks link to requests and implementation steps. Closing a linked task pushes the request to Customer Verification; accept / reopen syncs back.
Macros that set status and tags, saved queue views, bulk reassign / tag / close, linked and duplicate tickets, unified timeline, live updates.
Per customer, decide whether the portal shows money. On: Total outstanding tile, dues banner, invoices, payments and AMC dues. Off: nothing financial, ever.
Internal-type tickets with no customer, an asset register linked to tickets, multi-step approval workflows, employee directory and leave — one tool for the whole desk.
Your logo, primary colour and name on every screen and email; SMTP per tenant; your own domain. Multi-tenant from the first table, so SaaS is configuration.
| Capability | Integra OneDesk | Zoho Desk | Freshdesk | Zendesk | Jira Service Mgmt | HubSpot Service |
|---|---|---|---|---|---|---|
| Billable request gated by customer-approved quotation | ✓ | ✗ | ✗ | ✗ | ✗ | Quotes, no gate |
| AMC / support-contract lifecycle with renewal reminders | ✓ | Contracts add-on | ✗ | ✗ | ✗ | Deals |
| Implementation / go-live step tracking per customer | ✓ | ✗ | ✗ | ✗ | Projects | ✗ |
| Outstanding invoices & dues visible in customer portal | ✓ | ✗ | ✗ | ✗ | ✗ | Payments add-on |
| Distributor / reseller portal spanning many customers | ✓ | ✗ | ✗ | Orgs | ✗ | ✗ |
| Customer-side approval of requests before work starts | ✓ | ✗ | Approvals | ✗ | ✓ | ✗ |
| Business-hour SLAs with pause, tiers & customer snooze | ✓ | ✓ | ✓ | ✓ | ✓ | Basic |
| Internal vs customer comments stripped at the API | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Time logs rolled up to effort per customer | ✓ | ✓ | ✓ | Add-on | ✓ | ✗ |
| AI with your own provider key (Gemini / Claude) | ✓ | Vendor AI | Vendor AI | Vendor AI | Vendor AI | Vendor AI |
| Employee directory, leave & HR greetings in the same tool | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ |
| White-label, on-premise, UAE data residency | ✓ | Cloud only | Cloud only | Cloud only | DC option | Cloud only |
Open requests by status and priority, SLA compliance %, outstanding AED, AMC expiring in 90 days, implementations % complete, team utilisation and a 14-day trend — live.
My queue sorted by SLA due, AI triage on new requests, macros for the common replies, internal notes to developers, reply drafts for customers, time logged as you go.
Implementation checklists with owners and dates, project tasks with dependencies, the team's full task workload, escalations when SLAs slip, customer allocation grid.
Draft and issue quotations, watch approvals land, raise or import invoices, record payments, see outstanding ageing, and get AMC renewal reminders before the customer does.
Approve colleagues' requests and quotations, track every ticket and its ETD, accept or reopen deliveries, read articles, chat with the team, see dues and AMC status.
One portal across every customer you cover: raise requests on their behalf, watch status, see which modules each owns and when each AMC contract ends.
Every business table carries the tenant; a database client extension filters every query. Separate tenants never share a row.
Staff and portal tokens have separate audiences and endpoints. Short-lived access, rotating refresh, bcrypt, lockout after 5 failures, rate-limited login.
12 roles, 90 permission keys in module.action form, enforced by a guard on every endpoint and mirrored in the UI. Roles are data, not code.
Who, when, before / after on every create, update and delete. Nothing hard-deleted outside retention jobs.
One REST API serves web today, mobile and integrations tomorrow: envelopes, pagination, search, stable error codes, 220+ endpoints.
Health endpoint for DB and queue, request-ID logging, error-tracking hooks, daily backups with 30-day retention, documented ops log.
Ticket, quotation, delivery, acceptance, invoice and renewal are one record. No generic helpdesk has this.
OneDesk runs Integra's own ERP after-sales desk every day — every feature was needed by a real consultant first.
Billable gating, state machine, portal visibility and internal comments are enforced in the API and proven by tests.
Your provider, your key, per-role permission, full usage ledger. Assists in the background, never decides.
Status changes, SLA alerts and AMC reminders in the channels customers already read.
Two-way invoices and payments with Integra Finance; Google / Microsoft 365 calendars.
Approvals, queue and notifications on the phone, on the same API the web app uses today.
TOTP second factor, enterprise single sign-on, right-to-left Arabic on the existing i18n dictionary.
Bring a week of real support requests, an enhancement that should have been quoted and an AMC contract that expires soon. We'll show you the portal, the SLA clock, quotation approval and the AI assistant — live, on your data.