From your desk to Achekam’s operations, on one case history
Agents work their queues with SLA status on every ticket. What the desk cannot fix is escalated with a validated package: it opens a platform case at Achekam’s level 2 support, which can raise it to level 3 operations, and both sides see one merged timeline.
Who uses it
- IT agent
- Desk manager
- Achekam support
- Achekam operations
What it does
- Queue views: my requests, assigned to me, my queues (unassigned first), all, escalated and approvals.
- SLA chips on every ticket: running, paused, warning and breached.
- Escalation to Achekam’s level 2 support with a validated package; level 3 operations for cloud and specialist work.
- One case history: the platform case’s public thread merged into the ticket, and level and resolution changes flowing back.
- Direct mode: a desk without its own IT staff sends tickets straight to Achekam.
- Security incidents visible only to responders and desk managers.
How it works
- Work the queue against the SLA clocks.
- Escalate with the package when the desk cannot fix it.
- Achekam works the case; replies appear on the ticket.
- A resolved platform case returns the ticket to the desk for verification.
The controls that protect it
- The ticket stays inside the firm unless the firm escalates it.
- Escalation never resets the SLA clocks.
- Every desk table is held apart per workspace by row-level security, with links checked on both the id and the workspace.
What it does not do (yet)
- Reports, the tenant health card on escalated cases, device and configuration records, and major-incident rooms are later phases.
- AI triage and duplicate detection are not yet part of the desk.
