Pre-Configured No-Code Solution

Service Desk / Incident Management

Our digital service desk and incident management tools combine centralised ticketing, automation, self-service, and reporting to speed up issue resolution, cut downtime, and improve user satisfaction.

Key Features

Centralised ticketing

Centralised ticketing to log, track, and update all user requests and incidents from email, portal, chat, or monitoring tools in one system.

Configurable workflows

Configurable workflows for routing, approvals, and escalations so tickets move automatically to the right team based on category, priority, or business rules.

SLA management

SLA management to define response and resolution targets, monitor breaches, and trigger alerts or escalations when service levels are at risk.

Integrated knowledge base

Integrated knowledge base and FAQs so agents can reuse solutions and users can self-serve, reducing ticket volume and resolution time.

Multi-channel support

Multi-channel support (email, web portal, chat, phone) so users can raise requests in their preferred channel and still end up in a single queue.

Incident management capabilities

Structured incident logging and categorisation to capture impact, urgency, service, and configuration items, enabling consistent triage and reporting.
Intelligent prioritisation and assignment that routes incidents to the most suitable resolver group or on‑call engineer, reducing mean time to resolve (MTTR).
Real-time dashboards and queues showing active incidents, major incidents, and bottlenecks, helping teams coordinate during outages.
Major incident workflows with predefined roles, war rooms, and communication templates for high-impact issues.
Post‑incident review support (post-mortems, problem records, and action tracking) so teams can prevent recurrences.

Self-service and automation

User-friendly self-service portals and service catalogues that let users request standard services (access, hardware, software) with guided forms and auto-approvals.
Automation rules to handle repetitive tasks such as categorisation, notifications, approvals, and status updates without manual effort.
AI features such as virtual agents, suggested answers from the knowledge base, and automated ticket summaries that reduce agent workload.
Integration with monitoring, CMDB/asset management, identity systems, and collaboration tools (Slack/Teams, email) for end‑to‑end workflows.

Reporting, compliance, and governance

Built-in analytics and reporting on ticket volumes, SLAs, agent performance, and root causes, enabling continuous improvement and capacity planning.
Audit trails that log all actions on incidents, approvals, and changes, supporting regulatory and internal compliance requirements.
Configuration and asset management links incidents to affected services and assets, improving impact analysis and risk management.

Key business benefits

Higher service availability and productivity by restoring services faster and reducing the number of repeat issues.
Lower support costs through self-service, automation of routine tasks, and more efficient agent utilisation.
Better user and customer experience thanks to transparent status updates, predictable SLAs, and faster resolution.
Stronger risk and compliance posture through formal processes, documentation, and controls around incidents and related changes.

Pre-Configured No-Code Solutions

Quick Start Applications

While our No-Code platform offers the power to build completely bespoke solutions from a “green field” site, you don’t always need to start with a blank canvas. Kick-start your digital journey with our range of Quick Start Solutions.

These pre-configured, enterprise-ready solutions allow you to deploy proven functionality instantly. Whether you need to solve a single problem immediately or are looking for add-ons to a larger system, you can choose the path that fits your timeline.

Powered by Our No-Code Platform

Because this solution is powered by our core platform, you get more than just an application. You gain access to a powerful toolkit including a Visual Workflow Builder, Automated Document Creation, and Multi-Channel Notifications, allowing you to extend and adapt the system as your business evolves.

Visual process building

Design and manage business logic with an intuitive drag-and-drop interface, using a large library of pre-built activity blocks.

AI

From a visual workflow builder that allows you to create automations from a simple text prompt to an AI assistant that can run processes for you.

Truly no-code automations

Unlike competitor platforms that often require scripting, Builda allows you to build sophisticated automation without needing SQL or Python knowledge.

Flexible triggers

Initiate workflows automatically on a schedule, in response to user actions (like adding or editing data), or from another process.

Extensible & customisable

Easily extend the platform’s out-of-the-box functionality to meet your exact business requirements.

AI

AI

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