Inbound breakage, with a clock on it and a record behind it
You are the number they ring when something breaks. Certainty HelpDesk is where that turns into a record instead of a memory.
The three things that go missing
The support agreement lives in a PDF nobody opens, so nobody knows when a ticket is late.
The same printer, the same fix, the third time this quarter, and no note from the first two.
Urgent means whoever shouted loudest, because there is no queue to argue with.
Maintenance records carry the window and the allowance
A maintenance record holds the support window, the monthly allowance in man-days and its cost. What has been spent against it is read from the time your team tracked on the work itself, so the month's figure is never typed in by anyone.
- Support window and hours visible to the client
- A log of what was serviced and when
- Alerts at 80, 90 and 100 percent of the contracted time
Certainty HelpDesk · maintenance
Overdue is a grouping, not a feeling
Issues carry a priority, an assignee and a due date, and the tracker groups by what has run past its date. The queue decides what is urgent, so escalation volume stops being the tie-breaker.
- Priority set by your team, visible to the client
- Overdue records surface above everything else
- One named owner per record, never a shared inbox
Mail relay rejecting attachments
Backup job silently skipping /var
Every fix leaves a searchable trail
Records are append only. The third time that printer breaks, the first two fixes are still attached to it, with who did what and when. That is the difference between a technician and a tribe of memories.
- Append-only history on every record
- Attachments and screenshots stay on the record
- Handover survives someone leaving the team
Renewal email had the wrong date
The parts that carry this kind of work
Every tracker, list and calendar reads the same record, so the ticket you close is the task that disappears.
Issues, features, changes, requests
Each type carries its own triage rules, sorting, assignment, statuses and closing reasons. Nobody has to pretend a change request is a bug to get it tracked.
- issues
- feature requests
- change requests
- client requests
Tasks and trackers
Every project gets a task board, a column per status and a card you drag between them, with subtasks and more than one assignee where the work needs it. My Issues, Personal Tasks and a Calendar tab cover your own week, and server-side pagination means a thousand-item project opens as fast as a ten-item one.
- subtasks
- multiple assignees
- timezone-correct overdue
- server-side pagination
Deadlines and the diary on one grid
Every dated work item, every meeting and every team day on one shared month grid, with finished items struck through and Malaysian and Singaporean public holidays sitting in amber. Attendees read Free, Busy, On leave or Holiday while you are still choosing the time, and reminders go out about fifteen minutes ahead and again on the day.
- MY and SG holidays
- free and busy
- recurring events
- reminders
The messenger is part of the workspace
Rooms per project and direct messages between people, with replies and threads, reactions, pins, forward, send later, reminders, voice notes and code blocks. Presence says whether somebody is around and two switches let them say nothing at all, and a client reaches only the people they share an organisation with.
- direct messages
- pins and threads
- send later
- presence you control
Every edit is versioned
Content revision history on work items. If the scope quietly changed on Tuesday, the record says who changed it, what it said before, and when.
Walk your own pipeline with us
Bring one messy client project. We will set it up live on the call and you can see whether the shape fits how you actually work.
partnerships@dhcertainty.com