ePrime Desk
Support that scales with your organisation.
ePrime Desk unifies IT support, client helpdesk, and service delivery into one intelligent platform — so no ticket falls through the cracks.
Everything your team needs
A complete, production-ready feature set — built for real organisations and ready to deploy.
Multi-Channel Intake
Capture tickets via email, web form, mobile app, and API in one unified queue.
SLA Management
Define response and resolution SLAs by category, priority, and client tier.
Escalation Automation
Auto-escalate breached SLAs to supervisors with configurable rules.
Knowledge Base
Build a self-service portal so users can resolve common issues without raising tickets.
Agent Dashboards
Real-time view of queue depth, open tickets, and individual agent performance.
CSAT Surveys
Automated satisfaction surveys after ticket closure with trend reporting.
Ticket Routing
Skill-based and round-robin routing to assign tickets to the right agents automatically.
Asset Management
Link tickets to configuration items and track asset-related incident history.
Reporting & Analytics
First-response time, resolution rate, and client-level SLA compliance reports.
Role-Based Access
Agents, supervisors, and clients each have their own tailored view.
Mobile Friendly
Agents can manage and resolve tickets from any device.
Enterprise Security
Data encryption, SSO, and audit logs for enterprise compliance.
See it in action
A closer look at the key screens your team will work with every day.
Ticket Queue
A priority-sorted queue with SLA countdown timers, agent assignment, and one-click status updates.
See live demo →SLA Dashboard
Live SLA compliance rates by team and category, with breach forecasting.
See live demo →Knowledge Base Editor
Rich-text article editor for building self-service content with category and tagging.
See live demo →CSAT Reports
Satisfaction score trends broken down by agent, team, and ticket category.
See live demo →Core capabilities at a glance
The essentials that come standard with every ePrime Desk deployment.
Get Started- ✓Multi-channel ticket intake (email, web, app)
- ✓SLA management & escalation automation
- ✓Knowledge base & self-service portal
- ✓Agent workload & performance dashboards
- ✓CSAT surveys & client reporting
- ✓Multi-Channel Intake
- ✓SLA Management
- ✓Escalation Automation
- ✓Knowledge Base
- ✓Agent Dashboards
- ✓CSAT Surveys
- ✓Ticket Routing
Want More? Just Ask.
Every ePrime solution can be extended and customised for your organisation. Talk to our team to explore what's possible.
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your operations?
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