Everything a healthcare support desk needs to intake, resolve, and prove every action it took.
Tickets carry categories, tags, priorities, assignment, and status. Comments, attachments, and activity history live on the ticket rather than in a separate thread, so the record of what happened stays in one place.
Intake from the portal, from email, and from the public API.
Granular role-based access control, a complete audit trail of every action, two-factor authentication, and BAA management. Ticket content is kept out of the clear by default, so protected health information does not end up somewhere it should not be.
Every ticket action is logged with the user, the timestamp, and the change. Reports cover resolution time, ticket volume, workload by technician, and first response, without stitching data together first.
Built-in analytics, exportable when you need them elsewhere.
Log time against a ticket to see where effort actually goes. That is the difference between guessing at capacity and knowing it, and it is what makes a per-technician plan defensible.
Useful for billing too, if you bill for support work.
AI ticket classification, summarization, and suggested responses, plus semantic search that finds tickets by meaning rather than keyword. Similar-ticket suggestions surface prior resolutions while you are still typing.
Included on Enterprise. AI features are off until you enable them.
Track incidents separately from day-to-day tickets, and keep a record of the workstations and systems you support with their relationship to your users.
Backups and restore are built in, not bolted on.
The things that are not glamorous but determine whether a help desk is usable on a Tuesday.
Email notifications Inbound email ticketing Team invitations Roles and groups Two-factor authentication REST API + API keys Webhooks Coupon and discount codes Backups Comment threads
Want the full plan breakdown? See pricing.
HIPAADesk.app