A service desk that sees the computer behind every ticket.
OgniDesk gives the people you support a clean help center, and gives your IT team a console built for getting work to the right person fast. Connect it to OgniView and every ticket arrives with the requester’s machine attached.
- Runs on
- A Linux server with Docker, inside your network
- For
- Requesters in the help center, IT staff in the console
- Works with
- OgniView (optional), email, VirusTotal and webhooks
- Telemetry
- None. Nothing is sent to OgniTech
- Status
- In development. Early access by arrangement
Windows updates keep failing on my computer
High AcknowledgedRequester’s computer · from OgniView
Waiting for approval
Illustration with demo data.
Built for the people asking and the people answering.
Help center
Requesters choose a request type, answer its questions and attach files, with knowledge-base articles suggested as they type. Each request continues as a conversation they can follow, reply to and mark solved.
Assignments you can’t miss
A new assignment shows in the top bar, on the ticket until it is acknowledged, as a notification that stays until dismissed, by email and optionally as a desktop alert. Nothing sits unseen in a queue.
Escalation paths
Define ordered levels, each routed to a team, the least-busy member or a named person. When a level does not acknowledge, reply or resolve in time, the ticket moves on automatically. Every ticket shows its path, its level and a countdown to the next move.
SLA clocks
Policies by priority, paused while you wait on the requester, with queues for tickets at risk of breaching.
Automations
Trigger on new tickets, updates or replies, or run by hand. Ordered steps can update fields, reply, email, call webhooks, escalate or wait for approval, and later steps use earlier steps’ results.
- Check links with VirusTotal and trace their redirects hop by hop, so you know exactly what a web filter must allow
- Ready-made templates, including website unblock triage
Knowledge base
Collections of public and internal articles and documents, with drafts, publishing and version history. Public articles can optionally be read without signing in.
Roles and audit
Fine-grained permissions, teams, request types with their own form builders, a dashboard and a full audit timeline on every ticket.
The ticket already knows which machine it’s about.
OgniDesk works on its own. Connect an OgniView installation and it finds the requester’s computer from their directory username and puts it on the ticket.
Device on every ticket
Online state, operating system, CPU, memory and disk, shown beside the conversation.
Snapshots for the record
Attach a device snapshot to the ticket so the state at the time of the problem is kept with it.
Fixes from the ticket
Run a script from the OgniView library on that computer, by hand or from an automation, behind an operator’s approval by default.
OgniDesk signs in to OgniView as an ordinary user with only four permissions. Everything it does is bound by OgniView’s own access rules and recorded in OgniView’s activity log.
What’s coming next.
OgniDesk is in active development. These are next on the list; early-access customers help set the order.
Email to ticket
Open and thread tickets from a shared mailbox, including Microsoft 365 and Google.
Single sign-on
OpenID Connect first, then SAML, with groups mapped to roles.
Business-hours SLAs
Calendars and holidays, with warnings before a breach.
Satisfaction surveys
A short survey when a ticket is resolved.
Shape OgniDesk while it’s being built.
We are looking for a small group of IT teams, especially those already running OgniView, to put OgniDesk through real service-desk work before release.