The difference between answering support and running a service desk.
Early accessService Desk Software in Lincoln
Service desk for Lincoln businesses, from CubeMSP. UK-built, UK-supported, and configured around your process. Serving Boston, Grantham and Stamford too.
- Part of CubeMSP
- Lincoln, Lincolnshire
- 01234 672 617
We support businesses in Lincoln the way we would want to be supported ourselves: someone who knows the account, on the end of a phone, and on site when being on site is what the job needs. Lincoln is comfortably within a morning’s drive of our Olney office.
Almost every managed service provider starts with a shared mailbox and rules. It works until it does not, and the failure is rarely dramatic - it is a slow loss of visibility. Nobody can say how many incidents a client raised last quarter, who has the most open work, which faults keep coming back, or how long anything actually took. Service desk software fixes that by making the incident a record rather than a message: attached to a client, a site and a service, owned by somebody, prioritised, timed, and closed with a resolution that can be found again. CubeMSP does that without turning the desk into an exercise in form-filling, because a desk that is unpleasant to use quietly stops being used.
- 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
What it does
Inside service desk software
The parts of CubeMSP that make up service desk. Everything here shares one database, so nothing needs re-keying between them.
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.
In practice
Problems this actually solves
Anonymised, but not invented. These are the situations businesses describe to us before they change anything.
The mailbox that had become a queue
The situation
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.
What changed
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
The situation
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.
What changed
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
The situation
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.
What changed
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.
Local coverage
Service desk across Lincolnshire
We cover Lincoln and the surrounding area, including City Centre, Uphill Lincoln, Bailgate, St Marks and Brayford Pool, across the LN1, LN2, LN3 and LN4 postcode districts. We also work with businesses in Boston, Grantham, Stamford and Oundle and elsewhere in Lincolnshire.
Postcode districts
- LN1
- LN2
- LN3
- LN4
- LN5
- LN6
Areas we cover
City Centre, Uphill Lincoln, Bailgate, St Marks, Brayford Pool, Lincoln Science Park, North Hykeham and South Hykeham.
Getting to you
75miles from our Olney office, roughly
Discovery, training and go-live are done on site as standard - not because it looks good on a proposal, but because most of what a system needs to know is learned in the building.
Service desk elsewhere in Lincolnshire
All of LincolnshireHow it happens
What implementation actually involves
The same process wherever you are, and for Lincoln it is done in person.
Discovery
A structured session mapping how you run now - the PSA you have outgrown, the spreadsheet of renewals, the shared mailbox that is really your ticket queue, and the review deck somebody rebuilds by hand every six months. We come back with what the platform covers as standard and what needs building.
Configuration
Your service catalogue, ticket taxonomy, boards, roles, approval limits and review templates set up to match how you actually work - not a demo tenant with your logo dropped on it. Your categories, not ours.
Data migration
Clients, contacts, sites, services, renewal dates and enough ticket history to make the knowledgebase and similar-incident retrieval useful on day one. An empty AI is a useless AI, so the history matters more here than in most migrations.
Training & rollout
Role-based training - the service desk learns logging and resolution, account managers learn reviews and renewals, directors learn the reporting. We usually pilot with one technician and one client before opening it up.
Ongoing support
UK support from the people who built the platform and use it themselves, with a named contact, agreed response times, and a roadmap you can influence. Being a small vendor is an advantage here and we intend to keep it.
You might call it something else
Service desk goes by a lot of names - if you searched for any of these, this is the page you wanted.
- IT service desk software
- Help desk software
- MSP help desk
- Support desk system
- IT helpdesk software
- Service desk platform
Questions
The things people ask first
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.
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.
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.
Yes. Priorities, categories and response targets are all configured per tenant during implementation, and can be changed afterwards without involving us.
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
Other things we can put right
Also available in Lincoln.
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.
Read moreIT Service Management Software
Incidents, requests, problems and knowledge handled consistently, with the service catalogue and the client record in the same system.
Read moreKnowledge Base Software
A knowledgebase that builds itself from resolved incidents, with semantic search over your own history and a human approving every article.
Read moreMSP Software
One system for clients, services, renewals, incidents, projects and reviews - built in the UK by a managed service provider.
Read more
Part of a bigger system
Service desk is one part of CubeMSP. You can start here and switch the rest on later - it is the same system, not a separate purchase bolted on.
Working in Lincoln?
Service desk for your Lincoln business
Tell us what your current system does badly. We will tell you whether CubeMSP fixes it, and what it would take.