Helpdesk & Support
Turn monitoring signals and user emails into resolved tickets.
A full support desk with two-way email, SLA policies, category hierarchies, and deep integration with monitoring alerts, workflows, and AI assist.
Capabilities
Ticket management
Create, assign, and resolve tickets with full audit trails. Internal notes, time tracking, watchers, and resolution fields with optional requestor notification on close.
Email integration
IMAP polling ingests inbound mail into tickets with thread matching. Outbound SMTP with suppression rules, auto-acknowledgment on create, and per-mailbox scoping.
SLA policies
Define response and resolution targets with business-hour calendars. Breach detection runs on a schedule and surfaces SLA health on dashboards.
Monitoring integration
Alert profiles can create helpdesk tickets when conditions fire, with deduplication via ticket-alert links. Auto-resolve when the underlying alert clears.
Knowledge base
Internal markdown articles with categories, tags, version history, and search. Attach articles to tickets, insert links in replies, and save resolved tickets as draft articles.
AI assist
Optional AI analysis surfaces matching KB articles, playbooks, and workflows plus a suggested reply. Supports Anthropic, OpenAI, and local Ollama — with on-prem relay via site collectors for air-gapped LLMs.
Why SMB IT teams care
Small and medium businesses rarely have dedicated NOC, SOC, and service desk teams. JOATOS is designed so a lean IT department can cover monitoring, support, and compliance without juggling a dozen vendor portals.
- Your three-person IT team gets a real ticket queue without paying per-agent ConnectWise pricing.
- Inbound email becomes tickets automatically — no more 'can you look at this?' threads lost in Outlook.
- When a monitor fires, a ticket appears with context — the NOC-to-desk handoff happens in seconds.
- AI assist helps junior techs draft replies using your own KB, not generic ChatGPT guesses.
Explore other modules
Ready to simplify helpdesk & support?
Explore a live demo org with realistic data — every module enabled, auto-deleted after 12 hours.