A help desk that already knows the person
IT tickets, a help portal for every employee and a knowledge base, inside the same Zonitix that sets up their accounts and laptops. So each ticket shows the person’s devices, apps and access, and you fix their account from the ticket. You stop paying for a separate help desk tool. From Team, HR, Finance, Security and every other team get a desk of their own.
Their laptop and access, right beside the ticket.
Because the desk is part of the same system, a ticket opens with what Zonitix already knows about the person who raised it.
- Their computers, with the security checks the Zonitix Agent last reported: disk encryption, system updates, firewall, and whether it is still checking in.
- The apps they use, their recent access requests, and whether they are joining or leaving.
- Fix it from here: unlock their account, reset their MFA or sign them out everywhere. Each fix is written on the ticket.
- Replies, internal notes, files and followers, with a response and fix-by deadline counted in working hours.
- Private AI summarises a long ticket and finds similar tickets already solved. It runs inside your own Zonitix, not an outside AI service.
From Team, more fixes: restart a computer, give or remove access to an app, or start a workflow.
Service Desk · Queue · IT-1055
VPN fails with error 809 on my laptop
Omar Haddad · Requester · 9:13
Since this morning the VPN fails with error 809 on NW-MBP-046. I have a client demo at 2pm. This is the second time this week.
Internal note · Alex Morgan
Two similar tickets last month were fixed by re-installing the VPN profile. Checking the firewall first.
Write a reply… (they get it by email)
Omar’s device
NW-MBP-046
MacBook Air · 4 min ago
Needs attentionFix it from here
Account
One place to ask, and often the answer first.
Every employee has a Get help button at the top of Zonitix, and a My requests page to follow what they asked.
- As they type, matching help articles from your knowledge base appear, before a ticket is sent.
- The form adds the computer they are on and the page they were looking at. They can remove anything they do not want to share.
- They say how bad it is and who else is affected, so the ticket arrives with a sensible priority.
- Every update reaches them by email. Someone on the desk can also raise a ticket on their behalf.
- Your team writes the help articles, and a solved ticket can become a new one.
Get help
What do you need?
In a few words
Lost my phone, need MFA on the new one
These might help
Set up MFA on a new phone
Help article · IT · matches “lost”, “phone”, “mfa”
How bad is it?
Who is affected?
Added for you — remove anything you don’t want to share
You’ll get an email for every update.
SendThe rest of a working help desk, on every plan.
Email becomes a ticket
Connect one help mailbox. Each email opens a ticket, replies land on the same ticket, and every update goes back to the person by email.
A deadline with business hours
One response and fix-by target that counts only working hours and skips your holidays. The desk is warned before it runs out, and a miss is marked.
Sorted by keywords
Keyword rules put each new ticket in the right category, so the queue is sorted before anyone reads it.
Alerts open tickets
A device alert, a failed sync, a failed step in someone’s joining or leaving, a backup problem: Zonitix opens the ticket itself, and can close it when the alert clears.
A dashboard and home tiles
Open tickets, created and solved per day, deadlines met, and time to first reply and to fix. Home-page tiles show the desk its open and urgent tickets, and each employee their own requests.
Keep only what you choose
Set how long closed tickets are kept, or keep them all. A person’s tickets are part of their data export, and erased with the rest of their record.
HR, Finance, Security and Facilities get a desk of their own.
Service Desk Pro gives each team its own queue, mailbox, deadlines and rules, with its sensitive cases kept to itself.
- Ready-made desks for HR, Finance, Security, Facilities and Legal, or set up your own team.
- HR, Legal and security cases are private to their team. A person can also mark their own case confidential, and then only the team’s leads and the person handling it see it.
- Each team sends tickets to its people by hand, in turns, to whoever has the fewest open, or by skill.
- Rules that act when a ticket arrives or changes, saved replies, and a separate deadline for each team and each kind of request.
- The employee picks who should help in the same Get help form, so there is still one place to ask.
Service Desk
Queue · All my teams
Open
21
12 unassigned
Due soon
12
or overdue
Solved today
8
since midnight
IT-1060Major incident
Email not arriving — Berlin office
HR-214
Question about my parental leave
SEC-209 Alert
Blocked an address after 40 failed sign-ins
FAC-031
Badge reader on floor 3 not working
For a desk that runs the whole company.
A catalogue of requests
A form for each kind of request, such as a new laptop or access to an app, with the approvals you set, such as their manager. Nobody approves their own request. An app request opens the access request for the person, and the ticket closes when the work is done.
Planned changes and major incidents
Link every ticket about one outage to a major incident and send all of those people the same update. Track the cause as a problem. Plan changes on a calendar, and have the people you choose approve them first.
AI that suggests, people decide
Private AI suggests a category and priority, drafts a reply, and turns a solved ticket into a help-article draft. Someone on the desk accepts or rejects each one.
Ratings and full reports
People rate the help they got. The full dashboard and the report builder show backlog per team, how often tickets reopen, satisfaction and missed deadlines.
A copy in your ticketing tool
If a team works in Jira, Linear or ServiceNow, chosen tickets are copied there and their status is kept in step both ways. Private cases are never copied, only a link.
Bring your old tickets
Import a CSV export from the help desk tool you use today: match its columns, check the result, then bring the tickets in.
No charge per person on the desk: it is part of the plan price on the pricing page. Alerts from Security Lab and Compliance can open tickets too, on the plans that include them.
See it running in the real product.
A 30-minute walkthrough of the real product — no slides, no commitment.
In the walkthrough
A ticket
With the person’s computer, apps and access beside it, and a fix run from the ticket.
Get help
An employee asks, and a help article answers before a ticket is sent.
A desk for every team
HR, Finance and Security queues, with private cases kept to their team.
Changes and incidents
One outage, every linked ticket, and the same update to everyone affected.