BeaverFlow Helpdesk
Support that scales
The first thing most employees experience of IT is a request that goes nowhere — an email to an unknown address, a Slack message that gets lost, a phone call that reaches someone who takes a note and forgets to follow up.
BeaverFlow Helpdesk replaces that experience with a structured support operation where every request has a ticket number, an owner, an SLA clock, and a visible status. Users submit through a branded self-service portal, via email, or through an integrated chat channel — all requests land in the same queue.
The service catalogue lets users request predefined services with purpose-built forms: new laptop setup, software access, printer repair, VPN configuration. Each catalogue item carries its own SLA, approval flow, and task template. First-line agents stop collecting information and start resolving.
CSAT surveys fire automatically when a ticket closes. Scores are visible per agent and per team, trending over time. Managers see satisfaction data alongside ticket volume and resolution time — a complete picture of support quality rather than just throughput metrics.
For shared service centres serving multiple business units, Helpdesk handles multi-tenancy cleanly: separate queues, separate SLAs, separate reporting — all within a single operational platform that the IT team manages from one admin panel.
Self-Service Portal
Branded portal where users submit, track, reopen and rate tickets without calling the service desk.
Service Catalogue
Structured catalogue of available services with purpose-built request forms and approval flows.
Multi-Channel Intake
Email, portal, chat and API channels all converge in one agent queue.
SLA Engine
Per-service SLA policies with response and resolution clocks, warning thresholds and escalation rules.
Automated Routing
Tickets routed to the right team automatically based on category, CI, location or user group.
CSAT Surveys
Satisfaction ratings collected after every closure with agent-level and team-level trend tracking.
Agent Productivity
Canned responses, bulk actions, collision detection and smart templates reduce handling time.
Ticket Merging
Merge duplicate tickets from multiple channels into a single authoritative record.
Child Tickets
Break complex requests into child tickets with dependencies — all linked to a single parent for the user.
SLA Reporting
Drill into SLA compliance by service, team, agent and period with exportable evidence.
Service Hours
Define business hours, holidays and overtime rules — SLA clocks honour your calendar.
Approval Flows
Multi-step approval chains for requests requiring manager or system-owner sign-off before fulfilment.
IT department replacing a shared email inbox with a structured self-service portal
Shared service centre serving finance, HR and IT requests on a single platform
Customer support operation measuring and improving satisfaction scores per resolution
Remote workforce support with multi-timezone SLA policies and follow-the-sun routing
Retail chain standardising IT support across 50+ store locations from central service desk
Healthcare provider managing clinical and administrative support with strict SLA compliance
University IT service managing student and staff requests with separate queues and SLAs
Onboarding programme for new employees initiated through a self-service portal request
Service desk agent training programme using knowledge base articles during live ticket handling
Monthly SLA compliance report for IT director using automated Helpdesk reporting