# Service Desk Software in Fareham > Need service desk in Fareham? CubeMSP implements and supports service desk software across Fareham, Southampton, Portsmouth and Basingstoke and the wider Hampshire area. **URL:** https://cubemsp.co.uk/software/service-desk-software/hampshire/fareham Being a regular route for our team from Olney, Fareham is somewhere we get to regularly. Discovery, training and go-live are all better done in the room, and at 92 miles that is entirely practical. ## Details - **Solution:** Service Desk Software - **Group:** Service desk - **Platform:** CubeMSP (https://cubemsp.co.uk/platform) - **Location:** Fareham, Hampshire - **Distance from our Olney office:** 92 miles - a regular route for our team from Olney - **Postcode districts:** PO14, PO15, PO16, PO17 - **Also known as:** IT service desk software, Help desk software, MSP help desk, Support desk system, IT helpdesk software, Service desk platform ## Coverage We cover Fareham and the surrounding area, including Town Centre, Portchester, Titchfield, Park Gate and Locks Heath, across the PO14, PO15, PO16 and PO17 postcode districts. We also work with businesses in Southampton, Portsmouth, Basingstoke and Winchester and elsewhere in Hampshire. ## What is included - **One queue, properly owned:** Every incident has a state, a priority and a named owner. Unassigned work is visible as unassigned work rather than sitting in a folder that everybody assumes somebody else is watching. - **Linked to what it affects:** An incident attaches to a client, a site, a service and a category. That is what makes "this keeps happening to this firewall" a query rather than a memory. - **Time booked as it happens:** Time entries against the incident, marked billable or not. Booked at the desk while the detail is fresh, rather than reconstructed on the last Friday of the month. - **Internal and client-visible notes:** Two kinds of note on the same record, with visibility enforced on the server. The client sees progress; your engineers keep the conversation they need to have with each other. - **Similar incidents surfaced automatically:** Semantic search over your own resolved history shows the technician the three closest previous incidents and what fixed them - before an hour is spent rediscovering it. - **Load you can see:** Open work by engineer, by client and by priority, with ageing. Who is drowning and who is not becomes visible on a Tuesday rather than at the exit interview. ## Real-world use cases ### The mailbox that had become a queue **Scenario:** Support arrived at a shared inbox with folders for each state. Two engineers occasionally worked the same issue, urgent items were sometimes read after the reply-all, and nobody could produce a quarterly figure for anything. **Outcome:** Incidents are records with owners and states. Duplicate effort stopped, priority is set at logging rather than inferred from the subject line, and the quarterly figures are produced by the system. ### An engineer permanently underwater **Scenario:** One technician handled the awkward clients because he always had. There was no view of load, so nobody realised he was carrying two-thirds of the open work until he handed in his notice. **Outcome:** Open work by engineer with ageing is on the dashboard. Load is now redistributed weekly, and the imbalance is a conversation rather than a discovery. ### Fixes rediscovered every few months **Scenario:** A specific line-of-business application broke in the same way roughly quarterly. Each time it took two or three hours to work out, because the last person to fix it had described it in an email nobody could find. **Outcome:** Similar-incident retrieval now surfaces the previous occurrences at logging, and the resolution has been promoted to a knowledgebase article. The same fault is now a fifteen-minute job. ## Figures - **Owned** Every incident has a state and a named owner - **At logging** Similar past incidents surfaced before work starts - **Server-side** Internal note visibility enforced ## Frequently asked questions **Can incidents be raised by email?** Yes. Inbound email creates or updates an incident, and replies thread onto the record rather than starting a new one. The mailbox can stay as the client-facing address while the queue lives in the system. **Do clients get a portal?** Client users can be invited to shared project boards and to their own service reviews without a per-seat charge. A full self-service incident portal is on the roadmap rather than in the product today - we would rather say so than imply otherwise. **How do internal notes stay internal?** Visibility is a property of the note and it is filtered on the server, before the data leaves the API. It is not a display rule in the interface, because display rules are one bad query away from being wrong. **Can we set our own priorities and categories?** Yes. Priorities, categories and response targets are all configured per tenant during implementation, and can be changed afterwards without involving us. **What happens to our existing ticket history?** It is migrated. This matters more than it usually would, because the similar-incident retrieval and the knowledgebase are only as good as the history behind them. An empty system is a system that helps nobody in week one. ## Related solutions - **MSP Ticketing System** - Multi-client ticketing built for a provider - client, site and service on every ticket, and a clean line between one customer’s data and another’s. https://cubemsp.co.uk/software/msp-ticketing-system/hampshire/fareham - **IT Service Management Software** - Incidents, requests, problems and knowledge handled consistently, with the service catalogue and the client record in the same system. https://cubemsp.co.uk/software/it-service-management-software/hampshire/fareham - **Knowledge Base Software** - A knowledgebase that builds itself from resolved incidents, with semantic search over your own history and a human approving every article. https://cubemsp.co.uk/software/knowledge-base-software/hampshire/fareham - **MSP Software** - One system for clients, services, renewals, incidents, projects and reviews - built in the UK by a managed service provider. https://cubemsp.co.uk/software/msp-software/hampshire/fareham ## Elsewhere in Hampshire See https://cubemsp.co.uk/software/service-desk-software/hampshire for service desk software across Hampshire. ## Contact - **Product:** CubeMSP - **Trading name of:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972) - **Email:** hello@cubemsp.co.uk - **Sales:** sales@cubemsp.co.uk - **Support:** support@cubemsp.co.uk - **Telephone:** 01234 672 617 (+441234672617) - **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP - **Opening hours:** Monday to Friday, 9am to 5.30pm - **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)