WeDesk is a powerful, AI-enabled ticketing system that helps organizations manage service requests, support operations, and internal workflows across departments with clarity, speed, and consistency. Whether you’re serving citizens, employees, or students, WeDesk brings a unified platform to track, route, and resolve every ticket efficiently.
Core Features:
Unified Ticket Management:
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Central dashboard to view and manage tickets across categories
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Supports incidents, service requests, feedback, and inquiries
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Custom ticket forms and workflows by department
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Full activity history and status tracking
AI-Powered Duplicate Detection:
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Real-time ticket scanning using NLP
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Flags similar or duplicate tickets during entry
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Guides users to existing issues to reduce clutter
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Enhances accuracy and improves resolution speed
Workflow Automation & SLA Management:
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Define custom workflows and SLAs per department
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Auto-assign tickets and escalate based on rules
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Supports approval flows and conditional triggers
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Reduces manual effort and enforces accountability
Multi-Channel Support:
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Accept tickets via Web, Email, Mobile App
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Optional integrations with chat platforms (Teams, Slack)
Self-Service & Knowledge Base:
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AI-suggested articles reduce ticket creation
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Embedded FAQs and help guides
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User portal for tracking and resolving tickets
Real-Time Analytics & Reporting:
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Track SLAs, resolution times, and trends
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Identify bottlenecks and common issues
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Export reports in CSV, PDF
Role-Based Access & Security:
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Departmental data separation
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SSO & Active Directory integration (optional)
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Audit trails for compliance
Mobile & Remote Ready:
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Fully responsive interface
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Field support and mobile ticket submission
Industry Use Cases:
Government:
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Citizen Services: Log and track service complaints, inquiries, and feedback.
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Facility Issues: Submit and monitor repair and maintenance requests from departments.
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Public Works: Track field service jobs, inspections, and follow-up requests.
Education:
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Campus IT: Handle tech issues, login problems, or connectivity disruptions.
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Device Rollouts: Manage student tech support without asset tracking.
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Administrative Requests: Support ticketing for registrar, exam, or facilities-related queries.
Healthcare:
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Patient-Facing IT Requests: Track EMR access, login support, and software issues.
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Compliance Support: Log requests related to data privacy or training.
Enterprise:
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Internal Help Desk: Handle HR, admin, and IT support tickets.
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Onboarding: Manage account access, orientation material, and welcome workflows.
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Policy Clarifications: Track employee queries regarding procedures or policies.
Field Services:
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Maintenance Requests: Field teams log service issues via mobile.
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Inspection Issues: Raise follow-ups or compliance flags during site visits.
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Compliance Resolution: Ensure tasks are logged and closed on time.
Tech & SaaS:
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Customer Support: Centralize all client issues and bugs.
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Onboarding: Track requests for demos, integrations, or training.
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Change Management: Submit and manage change requests from clients or internal teams.
Benefits At A Glance
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Reduce duplicate tickets with AI
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Improve response times and user satisfaction
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Gain real-time visibility and control
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Scalable across industries and team sizes
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Secure, accessible, and easy to use
