Ready on day one
IT, HR and Finance desks with 18 categories, auto-assignment by category, and a knowledge base per desk.
dexta DeskIT, HR and finance helpdeskOne helpdesk for IT, HR and finance requests.
Staff raise a ticket from the same sign-in; the right desk picks it up with the requester's details already filled in from the Hub.
SLAs on your real calendar
Targets per category and priority, a clock that counts only your working hours and holidays, and automatic escalation every five minutes.
Confidential grievances
On grievance tickets the requester is masked, and even system admins can't read them unless they're working on them.
Reports that feed reviews
Resolution times, SLA compliance and satisfaction per desk, with helpdesk measures available as KPIs in Growth.
Who uses it
What each person does in Desk.
Employees
Raise a ticket by desk and category, follow it, reply, rate the help, and read the knowledge base first.
Agents
Work the desk's queue with breached and unassigned flags, internal notes, and the requester's details from the Hub.
Desk admins
Set categories, SLA targets, auto-assignment and desks, and read the reports.
HR
Handles grievance tickets: the requester is masked, and even system admins can't read them unless they work on the HR desk.
Works with
What Desk hands to the other apps, and gets back.
It shares one employee record with the rest of the suite. Each hand-off below happens inside Dexta, with no export.
Dexta HubThe work calendar and holidays for the SLA clock; each requester's location, manager and employee code.
Dexta GrowthTickets resolved and SLA met % as automatic KPIs for agents; workload and breaches as burnout signals, counts only.
Everything in Dexta Desk
27 features that work today.
Listed from the product itself. Where a feature needs an account with an outside provider, it says so.
Raising and following tickets
Ready-made desks
Comes with IT, HR and Finance desks and 18 categories (laptop, access, payroll, reimbursement, grievance and so on). Admins can add more desks.
Raise a ticket
Choose desk and category, write subject and description, set priority, add location.
Safe attachments
Accepts screenshots, PDFs, Word, Excel, PowerPoint, text, CSV and logs up to 10 MB. Macro files, zip bombs and archives are refused.
Ticket numbers per desk
Each desk numbers its own tickets, such as IT-1001 and HR-1001.
My tickets
Track, reply, add files and reopen within 7 days. Resolved tickets then close by themselves.
Satisfaction rating
The requester rates resolved help from 1 to 5.
Knowledge base
Searchable articles per desk, most viewed first. Each desk starts with a "how to raise a ticket" guide.
Notifications
Bell and email for new tickets, replies, status changes, assignment, escalation and breach.
Working the queue
Agent queue
Each desk's queue filters by status and priority and flags breached and unassigned tickets.
Internal notes
Notes and files for the team only, never shown to the requester.
Raise on behalf
An agent raises a ticket for someone else.
Requester details
The agent sees the requester's location, manager and employee code from the Hub.
Auto-assign by category
Each category can route new tickets to a named person.
SLAs and escalation
SLA per category and priority
First-response and resolution targets per category, with a 4-level priority matrix (Urgent, High, Medium, Low).
Business-hours SLA clock
The clock counts only working time from the company's Hub calendar (holidays, Saturday rule, hours). Any desk can run 24x7 instead.
Auto-escalation
A job every 5 minutes escalates unanswered Urgent and High tickets to the desk admin, then to system admins. A breach alert goes out once.
Manual escalation
An agent escalates a ticket with a note.
Confidential HR matters
Confidential grievances
On grievance tickets the requester's identity is masked, and system admins cannot read them unless they work on the HR desk.
Grievance access log
Every assignment of a grievance is audited. The Hub can ask who opened a person's confidential tickets.
Admin and reports
Overview and "needs attention"
Live counts plus the list of tickets most at risk.
Reports
Created vs resolved trend, average resolution time per desk, SLA compliance, priority mix, CSAT per desk, and an agent leaderboard.
CSV export
Ticket export that is safe to open in Excel.
Categories and SLA editor
Add or change categories, targets, default priority, auto-assignee and the confidential flag.
Desks editor
Add desks, choose the SLA clock and the start of the working day, and deactivate desks.
People and roles
Agent, desk admin or system admin, across one or more desks. Roles can come from the Hub.
Audit log
An append-only log that system admins can read.
Data protection
See my data, erase, and data export.
In a demo
Moments worth seeing.
- Raise a ticketThe category sets the priority and SLA; add files, or raise it for someone else.
- The agent queueBreached and unassigned tickets flagged, with filters by status and priority.
- A ticket in detailInternal notes, the SLA due times and an escalate button.
- ReportsSLA compliance, satisfaction by desk and an agent leaderboard.
The rest of the suite
One employee record, eleven apps.
Try Dexta
See your own month in Dexta.
A 30-minute demo on a sample company: a week of timesheets approved, the payroll run, and the entries landing in the books.