A catalogue employees understand, and SLA clocks you can trust
The desk starts with a catalogue of requests in employees’ words — signing in, devices, software, connectivity, Achekam itself, security — which the desk rewords, deactivates and extends. Every ticket runs response and resolution clocks on the desk’s business calendar.
Who uses it
- Employee
- IT agent
- IT Support Technician
- Desk manager
What it does
- A starting catalogue grouped by accounts and access, computers and devices, software, connectivity, the Achekam platform, security and other requests.
- Tickets numbered per firm (<FIRM>-IT-YYYY-NNNNNN), with incidents, service requests and security incidents.
- Priority from impact and urgency; an override of the priority needs a reason.
- Response and resolution clocks on a business calendar with time zone, hours, holidays and daylight-saving rules.
- Clocks that pause while waiting, resume, and stop without ever resetting; breaches marked once by an hourly sweep.
- Replies, internal notes and security notes; resolution codes; closing by the requester’s confirmation or a technician’s verification; reopening resumes the clock.
How it works
- An employee picks a catalogue item and describes the problem.
- The ticket lands in its queue with its clocks running.
- An agent works it: replies, notes, assignment, status.
- Resolve with a code; the requester confirms or reopens.
The controls that protect it
- Notes have visibility: public to the requester, internal to the desk, or security-only.
- A resolved ticket auto-closes only after the days the desk sets.
What it does not do (yet)
- E-mail, Teams and monitoring intake are not yet connected; tickets are raised in the portal or by an agent.
- Only the IT department is offered today; other departments are prepared in the data, not yet in the desk.
