CONNECTED SERVICE DESK SOFTWARE

Every request. The context to resolve it.

Give your service desk a ticket workspace connected to the customer, site, equipment and conversation. Rymley brings support and operational delivery into the same business platform.

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For support desks and technical service teams coordinating customer requests, engineering work and equipment across shared queues.

THE OPERATIONAL WORKSPACE

Keep the work in the ticket.

A Rymley ticket brings together the customer, site, contact, queue, status and assigned users with notes, labour, timers, attachments, materials and assets. The person who creates the request does not have to remain responsible for it. Multiple assigned users can work from the same operational context as a request moves through the team. The workspace separates the issue overview, activity, work and materials, and billing-related information. Staff can open the same ticket detail from the service desk or the customer record, keeping the working context consistent.

Separate ticket creation from responsibility for the work
Track labour and notes alongside the request
Keep contracts and equipment associated with the job

CCustomer workspaceOne connected activity timelineDEMO

TODAY

15:42
Ready for Billing
The linked Sales Order is Ready to Invoice.
14:32
Materials recorded on the Ticket
Actual usage stays linked to real Inventory.
13:17
Equipment installed
Serialised equipment becomes a Customer Asset.
11:03
Job created
One Sales Order and one Ticket linked.
09:47
Quote accepted
The Deal is Won at the accepted Quote value.

CALLS AND EMAIL

Follow the issue across conversations.

Support requests rarely arrive through just one channel. Microsoft 365 correspondence can create or update the relevant ticket, while Wildix call activity can be associated with a customer and request. Staff can understand what has already been discussed without treating the phone system, mailbox and service history as separate sources of truth.

Link incoming support email with ticket correspondence
Associate customer calls with the right work
Keep the wider customer history available to the team

A CLEAR NEXT STEP

Make the status useful to the next person.

Tickets move through New, In Progress, Awaiting Customer, Awaiting Supplier, Ready for Billing and Closed. Those distinctions help a colleague see why work is waiting. Where the ticket belongs to a commercial job, its progress connects to the sales order. Materials used on the ticket remain linked to inventory, while installed equipment stays traceable as a customer asset.

Distinguish active work from customer or supplier dependencies
Record actual stock use against operational work
Connect service completion to the billing handoff

ILLUSTRATIVE WORKFLOW

Example: a network fault reaches the right team

A persistent UniFi device outage is associated with a customer and site. A configured monitoring workflow creates a ticket with the affected equipment context. When the customer calls, the desk can connect the conversation to that request. The assigned engineer records investigation, labour and any replacement equipment in the same operational workspace.

01Request or alert
02Customer & asset
03Assigned work
04Resolution & handoff

QUESTIONS, CONNECTED.

What your team needs to know.

Can a ticket have more than one assigned user?

Yes. Rymley distinguishes the creator from assigned users and supports multiple assignees, so responsibility can reflect the people delivering the work.

Can tickets link to customer assets?

Yes. Tickets connect to assets and material activity. Serialised equipment installed through a job can become a customer asset, preserving the relationship between the equipment and service history.

Can network monitoring create support tickets?

Configured UniFi monitoring workflows can associate an event with the customer, site and affected equipment, then create a ticket when the relevant conditions are met. Persistence thresholds help distinguish a brief interruption from an issue needing attention.

Does Rymley replace every specialist support tool?

Start by checking your actual requirements. Rymley focuses on connecting customer service with commercial work, communications and physical operations. Discuss any specialist support processes or existing systems that must remain part of your workflow.

How do staff review activity without losing the important updates?

The ticket activity view brings together notes, time entries, charges and attachments. Repeated system events are kept out of the main activity flow where they duplicate the original record, and lengthy automated updates can be collapsed so the human conversation remains easier to follow.

PLAN YOUR RYMLEY WORKFLOW

Shape the workspace around your service team.

Use these questions to make your Rymley conversation specific to your business. We can discuss the workflow, relevant connections and package fit together.

Let’s talk about your business