You answer to funders , not just users
Certainty HelpDesk was built inside a tech-for-good social enterprise that delivers digital work for non-profits and public bodies, so the reporting instinct is baked in. Every record is append only, and the trail survives staff turnover.
The three things that go missing
The report is due and the evidence is scattered across three inboxes.
The volunteer who knew the system left in March.
Every ringgit is accounted for, so every commitment should be too.
Append-only history for audit and reporting
Nothing is silently rewritten. If a status changed, the record shows who changed it and when, permanently, which is the only form of evidence a funder or an auditor will accept.
- Append-only history on every record
- Four timestamps as standard: raised, sorted, picked up, closed
- Export every record, comment and attachment whenever you want
Renewal email had the wrong date
Handover survives people leaving the project
Programme staff and volunteers move on. The record does not. Context lives on the request rather than in a departing colleague's chat history, so the next person inherits the work instead of the mystery.
- Context stays on the record, not in someone's inbox
- One named owner per record, reassignable in a click
- Attachments and screenshots stay attached
Maintenance records show the commitment you made
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
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.
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.
Per-item visibility
Sensitive records stay hidden from anyone without rights to them. That holds in search, in counts, in dashboards and in notification fan out, not only in the list view.
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
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
Meetings in the browser, with a page each
A room with a lobby, guests, screen share and live captions, opened from a link with nothing to install. Every meeting leaves a page carrying who was there and for how long, the transcript, the recording the host's browser made, the write up, and the work items it was linked to. A recurring series keeps one link and one record per occurrence.
- lobby and guests
- live captions
- written summaries
- linked to the work
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