Features · Service desk
A service desk, not an afterthought
Knowledge base, CSAT and SLA timers — support work with support rules.
Your service desk lives beside your tickets, not in a separate product. Each project gets its own knowledge base, satisfaction ratings and SLA policies. Set response and resolution targets once; every tracked ticket then shows exactly where it stands.
What you get
- Per-project knowledge base — your team writes markdown articles, keeps drafts hidden from read-only members, publishes when ready, and searches across titles and bodies.
- Safe article rendering — markdown renders as React elements — headings, lists, tables, code blocks and quotes — never as injected HTML.
- Reporter-rated CSAT — the reporter rates a resolved ticket 1–5 with an optional comment, straight from the ticket page.
- Satisfaction reporting — your reports page shows the rating count, the average and the full 1–5 distribution for each project.
- Targets per priority — set response and resolution targets in minutes for a specific priority, with an any-priority policy as the fallback.
- Breach alerts, once — an hourly sweep notifies the assignee exactly once per breached target, and the ticket page shows live breach status.
See it
SLA timers, live on the ticket
How SLA timers run
A ticket picks up the matching active policy for its priority, or the any-priority fallback. First response is counted when someone other than the reporter comments or changes status; resolution when the ticket reaches a done-category status — and reopening clears it again. Breach status is derived at read time, never stored, so what you see on the ticket is always current.
Business hours, not wall clock
Add an optional per-project calendar: timezone, working days, opening hours and holiday dates. With a calendar set, SLA minutes only elapse inside the working window, so a ticket raised on Friday evening does not burn its target over the weekend. Without one, targets run 24/7.
Ratings with guardrails
Only the reporter can rate, and only once the ticket is resolved. Scores are validated to the 1–5 range and each ticket holds exactly one rating, enforced by a database constraint. Re-rating updates the existing score rather than adding a duplicate.
In practice
PUT /api/v1/projects/{key}/sla-calendar
{ "timezone": "UTC", "dayMask": "1111100", "startMinute": 540, "endMinute": 1020, "holidays": null }
— the shipped defaults: Mon–Fri, 09:00–17:00.See Iskue on your own screen
A demo takes half an hour. A pilot runs on your servers, with your data, from day one.