Bugs, asks and "small changes" in one honest queue
A bug, a feature request and a change request are three different commitments. Certainty HelpDesk makes you say which one it is before it becomes work.
The three things that go missing
Bugs and feature asks sit in the same list, so neither gets estimated properly.
Nobody logged the moment the ask changed, so the release slipped for no visible reason.
The report was a screenshot in a thread. The thread is gone.
One click, three lanes
Sorting is a human judgement, so Certainty HelpDesk does not guess. One click turns a request into an issue, a feature request or a change request, and the new record keeps a link back to who asked for it.
- Bugs go to the issue tracker with a priority
- Features and changes get a target date and an owner
- The original request stays linked, so scope is arguable with evidence
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Trackers the team actually works from
Typed records land in the tracker for their type and in the assignee's own list. Status, priority and assignee sit on the face of every row, because a list nobody trusts is a second place to look.
- Filterable lists with search and one-tap stat tiles
- Subtasks and tracked time against the record, not a memory
- Calendar view for anything with a due date
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The original request stays linked
Every issue can be walked back to the message that caused it, with the attachments still on the record. When a release slips, the reason is visible rather than reconstructed in a retro.
- Attachments and screenshots stay on the record
- Errors from your own apps can file themselves as issues
- Append-only history, so nothing is quietly edited away
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
AI sorts the obvious, people decide the rest
Where AI triage is enabled, every client request is read on arrival and given a type. When that reading matches what the client already said it was, it is filed straight away and stamped as sorted by AI. When it does not, or when it needs a person for any other reason, it is held with the reasoning attached, so whoever picks it up starts from an argument rather than a blank form. Pre-triage commenting means the conversation starts the moment it lands. The feature is enabled per deployment, on request.
- auto-filed on agreement
- held with reasoning
- sorted-by-AI provenance
- enabled on request
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
The weekly sync on one board
Every client, internal and volunteer project with its stage, RAG, lead and man-days, and one structured update a week, with a push to the lead when it is missing. Sheets of your own sit beside the board, the week exports as an Excel workbook, and a secrets register warns the owner and the project's managers before a credential expires.
- weekly updates
- custom sheets
- Excel export
- expiry warnings
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.
A team layer with no leaderboard
A feed your team writes to, with images, video, tags and mentions. Peer kudos are budgeted two a month and permanent once given, streaks are capped to the current month with weekends, public holidays and approved leave neutral, and the team view reports totals that are never broken down per person. None of it is visible to a client.
- permanent kudos
- month-capped streaks
- aggregate-only totals
- internal only
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