Service Operations Platform for Growing Teams

Control every ticket, SLA, and service request from one operations desk.

OpsDesk helps IT, support, facility, and internal service teams capture requests, assign ownership, track SLA risk, and close work with full visibility.

Book a Demo See How It Works

Ticket ownership from request to closure

SLA tracking and escalation built in

Built for multi-team operations

app.opsdesk.cuscen.com/admin/dashboard

OpsDesk Admin Dashboard — real-time ticket overview

SLA Risk

24 min left

Status · INC-1041

In Progress

The Problem

Service requests should not disappear into chats, calls, and spreadsheets.

When requests are handled manually, teams lose visibility. Tickets get missed, ownership becomes unclear, and managers only see problems after delays have already happened.

No clear owner

Requests pass between people without a single accountable person. Work stalls and users follow up repeatedly.

SLA risk is seen too late

Teams only notice delays after the user or customer complains. By then, the service commitment is already broken.

Reports take manual effort

Managers cannot easily see ticket volume, response time, unresolved work, or team performance without building spreadsheets.

A Single Operating Layer

A single operating layer for service work.

OpsDesk gives every request a trackable path: created, categorized, assigned, prioritized, escalated, resolved, and reported.

Capture every request

Convert service needs into structured tickets with category, priority, requester, and due time.

Assign the right owner

Route work to the right team or person with clear status visibility and escalation path.

Protect SLA commitments

Track response and resolution targets before they become service breaches.

Report operational performance

See ticket volume, team workload, closure rate, aging tickets, and SLA health without manual reports.

// LIVE TICKET QUEUE · 42 OPEN

INC-1042At Risk

Server timeout — Production API

Lin Myat · IT Support 24 min left

Resolution SLA78% elapsed

INC-1039On Track

Email bounce — Outbound relay

Aung Ko · IT Support 2h 15m left

Resolution SLA32% elapsed

INC-1038Breached

AC failure — Conference Room 3B

Unassigned Overdue 43m

Resolution SLABreached

Core Capabilities

Everything your service team needs to move work from request to resolution.

Request Management

From intake to structured ticket — every request gets a record.

Create and categorize tickets by department and issue type

Set priority levels: Low, Medium, High, Urgent

Attach files, notes, and supporting evidence

Track requester and full ticket history

Team Operations

Assign owners, escalate when needed, keep work moving.

Assign tickets to individuals or work groups

Update status across Open, In Progress, Waiting, Closed

Escalate and request reassignment with manager approval

Add internal working notes at every stage

SLA & Performance

See risk early. Respond before delays become complaints.

Response and resolution SLA timers per priority level

At-risk warnings before breach occurs

Business hours, shifts, and holiday calendar support

Live compliance dashboards by priority and team

Management Reporting

Workload visibility without waiting for end-of-month data.

Admin dashboard: 8 live KPI cards and charts

Lead and commercial pipeline dashboard with geo view

Aging ticket tracking and overdue alerts

Excel export for all reports and ticket data

Use Cases

Built for real service operations across industries.

Teams from hotels to IT departments use OpsDesk to manage requests, assign work, and track service accountability.

Hotels

HOSPITALITY

Guest service requests and room maintenance

Housekeeping issue tracking and follow-up

Escalation to duty manager with SLA visibility

Engineering and IT support tickets in one place

Shopping Malls

FACILITY

Tenant complaints and facility maintenance requests

Cleaning, engineering, and security task tracking

SLA-based issue follow-up with response timers

Management visibility across all departments

Corporate Offices

IT / ADMIN

IT helpdesk and hardware support tickets

HR and admin request management

Asset issues and facility requests in one queue

Internal SLA tracking across departments

Service Providers

OPERATIONS

Customer issue tracking from report to resolution

Field service coordination and assignment

Support team performance and SLA reporting

Contract SLA compliance documentation

Product Tour

See how OpsDesk manages work in real time.

Real screens from the live platform — each one built around a decision your team needs to make every day.

app.opsdesk.cuscen.com/admin/dashboard

// ADMIN DASHBOARD

Managers can see the full picture without asking the team.

8 live KPI cards show open, in-progress, waiting, closed, high-priority, unassigned, and overdue tickets in real time — alongside issue category and status distribution charts.

Used by: Operations Manager, IT Manager, Service Director

Live KPIsTicket StatusSLA ComplianceIssue Categories

app.opsdesk.cuscen.com/lead/dashboard

OpsDesk Lead Dashboard showing pipeline KPIs and geographic lead distribution map

// LEAD PIPELINE DASHBOARD

Track leads, countries, and pipeline value from one screen.

Total leads, active pipeline, country coverage, and combined net amount are visible immediately. The geographic map shows lead distribution across regions with a searchable country summary table.

Used by: Sales Manager, Business Development, CEO

Lead PipelineGeo MapRevenue TrackingCountry Summary

app.opsdesk.cuscen.com/support/kanban

OpsDesk Kanban Board showing tickets across Open, In Progress, Waiting for Customer, and Closed columns

// SUPPORT KANBAN BOARD

Every ticket at every stage — visible to the whole team.

Colour-coded columns for Open, In Progress, Waiting For Customer, and Closed. Each card shows incident code, title, project, and timestamp. Powered by SignalR so status updates appear immediately without page refresh.

Used by: Support Technician, Team Lead, Coordinator

Real-time SyncStage ColumnsTicket CardsSignalR

How It Works

From request to resolution — with accountability at every step.

Request Created

A user submits a service request or staff creates a ticket for a reported issue.

Ticket Categorized

The request is classified by department, priority, location, and issue type.

Owner Assigned

The right team or person becomes accountable with clear SLA start time.

SLA Monitored

OpsDesk tracks response and resolution time. At-risk tickets surface early.

Resolved & Reported

Ticket closes with notes, evidence, and performance data captured for review.

// REAL EXAMPLE

A maintenance issue at a hotel property

When a room maintenance issue is reported, OpsDesk creates a categorized ticket, assigns it to the engineering team, tracks SLA time against the shift calendar, and keeps the duty manager informed until the work is confirmed closed.

Created INC-0087 · AC failure Room 412

Assigned Engineering · Aung Min

At Risk SLA · 18 min remaining

Closed Resolved in 1h 42m · SLA met

SLA Visibility

Know which tickets are safe, at risk, or already overdue.

OpsDesk helps teams protect response and resolution commitments by making SLA status visible before service quality drops.

On Track

Work is progressing well within SLA time.

At Risk

Ticket needs attention soon before SLA expires.

Breached

SLA missed — requires escalation and review.

Overall SLA Compliance · Sample Data

99.5%This Month

High — Response100%

High — Resolution98.2%

Medium — Response99.8%

Medium — Resolution97.1%

Low — Response100%

Low — Resolution99.3%

* Sample product data — actual results depend on team configuration

4m 12s

Avg First Response

2.3h

Avg Resolution

Open Tickets

Platform & Architecture

Reliable architecture for secure service operations.

OpsDesk is built on enterprise-grade technology that gives teams the security, scalability, and integration readiness they need.

Secure Access

Role-based access control

Granular user permissions

Full activity history and audit trail

Scalable Operations

Multi-team and multi-department support

Configurable categories and workflows

High ticket volume performance

Integration Ready

Jira bi-directional sync

Email and Telegram notifications

API-ready architecture

Reporting Foundation

Structured ticket data for reporting

SLA metrics and compliance tracking

Operational dashboards and Excel export

Tech Stack

ASP.NET Core SQL Server MariaDB SignalR Bootstrap JavaScript

Integrations

Connect OpsDesk with the tools your team already uses.

Request

OpsDesk

Team Assignment

Jira

Notifications

Resolution

Jira Integration

Create Jira issues from OpsDesk tickets and keep status, priority, assignee, and due date synchronized across both platforms.

Telegram Alerts

Push notifications to your operations channel when tickets are created, assigned, or approaching SLA breach — without email noise.

Email Notifications

Configurable email alerts keep requesters and team leads informed at every stage — ticket created, assigned, updated, and resolved.

Why Teams Choose OpsDesk

Built around accountability, not just features.

Every request has an owner

OpsDesk assigns clear ownership to every ticket — with status, priority, and a timeline that keeps teams accountable.

Designed for practical operations

OpsDesk supports real service workflows across IT, facility, hotel, mall support, and admin teams — not just software companies.

SLA visibility for managers

Managers can see which tickets need attention before service quality drops — with no manual data collection required.

Local implementation support

Your team gets product guidance, workflow setup, and on-the-ground support from Sunfix Consulting during rollout.

Built by Sunfix Consulting for Myanmar operations teams.

OpsDesk is a product of Sunfix Consulting — a Myanmar-based technology company with experience delivering practical, implementation-ready service operations software for local and regional clients.

Product demo for your industry

Workflow configuration and setup

Myanmar-based ongoing support

Custom integration discussion available

Ready to bring structure to your service operations?

See how OpsDesk can help your team reduce missed requests, track SLA risk, and improve service accountability — with a personalised demo for your industry.

Book a Demo Contact Sales

Demo for hotel, mall, office, and service teams

Myanmar-based implementation support

Custom workflow discussion available