Kolab ITSM · Tiket In design
A service desk your users actually write to
Kolab ITSM gives Mauritian IT teams and MSPs tickets, SLAs, assets, licences and a knowledge base, priced per agent in rupees with unlimited requesters. It is in design now, and founding customers are shaping it.
- "Printer pa pe marse" on WhatsApp becomes a ticket
- SLA clocks that respect Mauritian holidays and your hours
- Assets, licences and renewal dates in one register
- Client portals for MSPs, unlimited requesters at every tier
Made for
Dollar-per-agent tools are eating your margin
The global service desks are good software with a pricing model built for somewhere else. Per agent, per month, in US dollars, the bill climbs every time the rupee slips, and for a Mauritian MSP serving thirty small clients it quietly murders the margin the contracts were priced on. So teams retreat to a shared inbox and a spreadsheet, and the record of what IT actually does disappears.
Meanwhile the requests never stopped: they just moved to WhatsApp. The receptionist messages "printer pa pe marse", the shop manager voice-notes about the POS, and none of it becomes a ticket anyone can count. Tiket is designed to meet that reality: every channel in, email, portal or WhatsApp, one queue out, with SLA clocks that know when Mauritius actually works.
Tiket is in design, and that is an honest opportunity: founding customers sit with us now, shape the modules, and lock a founding price. The building blocks are not imaginary, the asset register and the versioned procedure library already exist as working Kolab bricks, and the WhatsApp channel runs across the whole platform today.
In design, on proven bricks
Tiket is the newest member of the family, designed with founding customers rather than for them. Its foundations already run elsewhere in Kolab.
- The asset and licence register grows from the built QR asset-register brick
- The knowledge base grows from the built SOP library brick: versioned procedures with read receipts
- WhatsApp intake rides the same platform channel every Kolab product uses
- Rotas and business-hours calendars reuse Kolab HR scheduling patterns
Modules
Everything inside Kolab ITSM
Every module is a brick. Start with what hurts most, snap on the rest when you are ready.
Service Desk
Every request becomes a ticket with an owner, a priority and a clock, whatever channel it arrived on.
WhatsApp Intake
Users report problems where they already are; Tiket turns the message into a ticket and replies with progress.
Email & Portal Intake
A support address and a simple portal for the users who prefer them, feeding the same queue.
SLA Clocks
Response and resolution targets counted in business hours, on calendars that know Mauritian holidays.
Asset Register
Every laptop, server, printer and switch with QR labels, history and who has it now.
Licences & Renewals
Licence counts, renewal dates and costs, with warnings long before the auto-renew surprise.
Knowledge Base
Versioned procedures with read receipts, so the fix lives in the team, not in one head.
Change Approvals
Maker-checker on risky changes: one person proposes, another approves, everything logged.
On-call Rotas
Who carries the phone tonight, with fair rotation and a clean handover each morning.
Client Portals
For MSPs: each client sees their own tickets, assets and reports, cleanly walled from the next.
Recurring Maintenance
Server patching, backup checks, POS servicing: scheduled work that creates its own tickets.
Reports
SLA compliance, ticket volumes, asset age and licence spend, per team or per client.
A closer look
How Kolab ITSM feels day to day
Every channel in, one queue out
Users do not file tickets, they complain wherever is nearest. Tiket accepts that: WhatsApp, email or portal, each message becomes a ticket with the requester, the site and the photos attached, and the reply goes back on the same channel.
- WhatsApp reports become countable, assignable tickets
- Requesters get progress updates without calling the desk
- Voice notes and photos attach as first-class evidence
Clocks that know when Mauritius works
An SLA counted through Divali weekend is a lie on both sides. Tiket's clocks run on business-hours calendars with Mauritian public holidays built in, per client if you are an MSP, so the targets you report are targets you actually agreed.
- Business hours, holidays and cyclone days handled correctly
- Per-client SLA policies for MSP contracts
- Escalations fire before the breach, not after it
Maker-checker for anything risky
The firewall rule, the admin account, the Saturday patch window: one person proposes, another approves, and the record keeps both names. When the auditor or the bank client asks who changed what, the answer takes seconds, not a meeting.
- Approvals on the phone, with full context attached
- Standard changes pre-approved so routine work flows
- Every change linked to the assets it touched
Your whole client book on one desk
Every client gets a portal with their own tickets, assets and SLA reports, cleanly separated from the next. Your engineers see one queue across all of them, and the monthly report that used to take an afternoon writes itself.
- Clean walls between clients, one desk for your team
- Recurring maintenance creates its own tickets on schedule
- Per-client reports ready for the review meeting
Local by design
IT support, priced and timed for here
Tiket exists because the maths and the calendars of global tools do not fit this island. So we are fixing both.
Rupees per agent
You pay for the agents who resolve, in rupees, and never for the hundreds of people who ask. The bill does not move with the dollar.
Our holidays in the SLA
Public holidays and your own business hours are in the clocks, so an SLA report never argues with the calendar.
WhatsApp is the front door
Mauritian users report problems on WhatsApp. Tiket makes those messages tickets instead of losing them.
Cyclone protocol
When a warning is issued, Tiket can pause non-critical SLAs, broadcast status to every client, and log the disruption honestly.
Three languages at the desk
Replies and knowledge articles in English, French or Kreol Morisien, matched to whoever is asking.
DPA 2017 aware
The asset register knows which machines hold personal data, and access to tickets and assets is role-scoped and audit-logged.
Boost at the service desk
Support is a team sport with a thankless scoreboard. Kolab Boost gives the desk a fairer one.
First-response streaks
Fast first replies build streaks, because the user's day improves the moment someone answers.
Knowledge builders
Writing the article that closes repeat tickets earns more points than closing the same ticket five times.
Kudos from requesters
A thumbs up from the person helped becomes points, and the quiet engineer who fixes everything finally shows on a board.
In the wild
What it looks like in real businesses
Pays for 6 agents in rupees, not 400 requesters in dollars. Each client gets a portal and a monthly SLA report that generates itself.
Reception reports a dead key-card encoder on WhatsApp at 22:00; it becomes a P2 ticket and the on-call rota pages the right engineer, not the whole team.
Recurring maintenance tickets keep every POS serviced on schedule, and the asset register's age report turns replacement begging into a budget line.
Pricing
Kolab ITSM pricing, in rupees
Indicative design-stage pricing, per agent per month, VAT excluded. Requesters are always unlimited and free. Founding customers help set the final list and keep their founding price for two years.
Tiket Desk
The queue, the clock, the knowledge.
- Service desk with email and portal intake
- SLA clocks on Mauritian business hours
- Knowledge base with read receipts
- Unlimited requesters, always
Tiket Pro
The full internal IT toolkit.
- Everything in Desk
- WhatsApp intake and notifications
- Asset and licence register with renewals
- Change approvals and on-call rotas
Tiket MSP
Many clients, one desk, clean walls.
- Everything in Pro
- Client portals with clean separation
- Recurring maintenance schedules
- Per-client SLA and billing reports
Prices per person per month, VAT excluded. Annual billing takes two months off. Indicative pricing: nothing is charged before general availability, and pilot customers lock their launch price for two years.
Questions
Asked all the time
What does "in design" mean, honestly?
Are requesters really unlimited?
What do founding customers get?
Can we import from Freshservice or Jira?
Do our users need to install anything?
Where does the data live?
Family
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Be a founding customer
Bring your ticket volumes, your SLAs and your frustrations. Shape Tiket with us, and keep the founding price when it ships.