Internal IT helpdesk

An internal IT service desk in one queue.

EvenTier runs internal IT support end to end: intake from email, portal, and API, automation routing, workload-aware assignment, business-hours SLAs, approvals, asset tracking, and audit streams. Every one of those is in the base plan, including the controls a security review asks about.

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How a request moves through the desk

Intake, routing, triage, SLA, resolution, and knowledge, followed one stage at a time.

Intake in one queue

Requests from inbound email, the employee portal, and the REST API all land in the same queue instead of a shared inbox. Each request type carries its own intake form, so the fields you need to triage arrive with the ticket rather than after three follow-up replies.

Email, portal, and API create requests in a single queue
Custom request types with per-type forms and required fields
The portal catches duplicates before they open a second ticket

Routing and assignment

Keyword and request-type automation rules match a new ticket and hand it to the right team before anyone reads it. Within a team, workload-aware assignment picks the least busy agent, so tickets do not pile onto whoever happens to be watching the queue.

Automation rules route on keywords and request type
Workload-aware assignment picks the least busy agent
Each rule fires at most once per request, so no reassignment loops

Triage with Evee

Evee summarizes the thread, suggests a category and priority, and drafts a reply. An agent reviews and approves every send, so the assistant speeds up triage without answering a requester on its own.

Thread summaries and suggested triage on new tickets
Drafted replies an agent edits and approves before sending
Bring your own AI provider, or turn AI off entirely

SLA clocks that follow your hours

Response and resolution targets run against your business-hours calendars, and the clock pauses when you are waiting on the requester or an approval. Breach risk surfaces in the queue before a target is missed, sorted so the tickets closest to breaching sit at the top.

Per-policy first-response and resolution targets
Business-hours calendars, including multi-timezone teams
The clock pauses when you are waiting on the requester or an approval

Resolution, communication, and approvals

Agents keep internal notes the requester never sees alongside the public thread, so working context stays separate from what the employee reads. Requests that need sign-off route to a named approver first; the approval engine handles multi-step chains, delegation, and per-state audit.

Internal notes and a clean public thread on the same ticket
Approval-gated request types route to the approver before work starts
Approvals, chains, and delegation covered in depth on the approvals page

Knowledge, assets, and reporting

A knowledge base with a Draft, Review, Published workflow sits behind portal search, so requesters can find an answer before they open a ticket. Laptops, monitors, and licenses live next to the requests about them, and dashboards track backlog and resolution time across the desk.

Versioned articles surfaced in portal search at intake
Asset inventory with CSV import and who-has-what assignment tracking
Backlog and resolution-time reporting across teams and request types

Answers for the security review

SSO, SCIM, custom roles, MFA, and three audit streams are in the base plan, so IT can answer the security questionnaire without moving to a higher tier.

SAML and OIDC SSO with SCIM 2.0 provisioning
Three audit logs (changes, sign-ins, security) streamed to your SIEM
Custom roles with per-permission, team-scoped access

Common questions

What does setup involve?

Create a workspace, point inbound email at it, and invite your team. Statuses, SLAs, and request types ship with opinionated defaults, so you adjust a working desk rather than build one from an empty screen.

Can employees submit tickets by email?

Yes. Inbound email, the branded employee portal, and the REST API all create requests in the same queue, with the same routing rules applied.

Do requesters cost anything?

No. Requesters are unlimited and free on every plan. You pay $49 per agent per month, and the first 3 agents are free forever.

Can we run it on our own infrastructure?

Yes, through an annual enterprise contract starting at $20 per agent per month. The same product runs on your infrastructure with a signed license, fully offline if needed, with your own AI provider or AI disabled entirely. The self-hosted page has the deployment detail.

Every feature, in detail

The full ticket model, approvals, SLAs, automations, and the API: what is concretely shipped.

Compare against your current desk

EvenTier vs Zendesk, Freshservice, Jira Service Management, and ServiceNow, feature by feature.

Approval workflows

The full approval model: sequential chains, out-of-office delegation, SLA pause, and a per-state audit row.

Early access · August 2026

Be in the first wave.

Early-access customers get a direct line to the team during setup, while we open spots in waves.

No card. We'll email you when your spot opens.