SHRASIT Solutions
Product · Ticketing & ITSM

Ticketing that holds up to ITIL, and to people.

SHRAS Ticketing is one platform for IT service management, customer support and field-service dispatch. Real ITIL 4 practices, incident, request, problem, change, knowledge, with a CMDB underneath, an AI triage layer on top, and the channel coverage modern teams need to actually answer the door.

Walk through a workflowRun it as a service
Service desk analyst working on a multi-screen ITSM dashboard
ITSM · CSM · FSM · MSP

Service desk in numbers

Tickets handled / yr
8.4M
Tenants on the platform
0+
Avg first-response (chat)
0s
AI deflection on Tier-1
0%

What's inside

Six capabilities that separate a ticket queue from a service practice.

  • 01

    Multi-channel intake

    Email-to-ticket, web portal, public form, WhatsApp Business API, voice / IVR, SMS, Microsoft Teams, Slack, in-app chat and social DMs, converging on a single ticket spine.

  • 02

    Practice-grade workflow

    Incident, service request, problem, change, release and knowledge, modelled on ITIL 4. Per-team queues, severity matrices, business calendars, OLAs and SLAs that pause and resume properly.

  • 03

    CMDB & asset graph

    A real configuration management database, not a flat list. Service maps from business service down to host, container and dependency, so a ticket arrives with its blast radius attached.

  • 04

    AI triage & deflection

    LLM-powered intent classification, suggested category, suggested response, summarization for handover and a self-service deflection bot that resolves common Tier-1 work without an agent.

  • 05

    Change & release control

    CAB workflows, risk and impact scoring, blackout windows, rollback plans, post-implementation review and audit-ready evidence, wired to your CI/CD if you want it.

  • 06

    Knowledge & self-service

    Versioned articles, draft-publish workflow, semantic search, KB-suggested answers in agent and customer UIs, and a portal that customers actually use because it works on a phone.

Service models

The service desks we run, and the ones we replace.

  • IT helpdesk

    Internal IT (ITSM)

    Single front door for employees, laptop, login, leave, expense, software request, exit checklist, with SLA-driven routing across IT, HR, finance and admin teams.

    • Asset-aware ticket: laptop serial, OS, build, last login attached automatically
    • Self-service portal with KB suggestions before the form is submitted
    • Approvals over Teams or Slack with full audit trail
    • MIM (Major Incident Management) bridge call with auto status page
  • Customer support

    Customer support (B2C / B2B)

    External support for product, ecommerce and SaaS teams, with omnichannel intake, CSAT loops and a tone-aware AI assistant that drafts replies, not posts them.

    • Email, WhatsApp, web chat, social, voice, one timeline per customer
    • Macros, response templates and AI-suggested reply with citations
    • CSAT, NPS and FCR captured automatically; weekly trend reviews
    • Escalation playbooks for refunds, churn risk and VIP accounts
  • Field service

    Field-engineer dispatch

    Tickets that turn into work orders, with skill-based routing, drive-time aware scheduling and a mobile app for the engineer at the site.

    • Skill, certification, parts-on-van and geofence-aware dispatch
    • Mobile app with offline mode, photos, signature and parts capture
    • Customer notification at booked, on-the-way and completed
    • Bridge into the customer's CAFM or asset platform when relevant
  • Facilities helpdesk

    FM helpdesk / CAFM intake

    Tenant, occupant and contractor channel that feeds a CAFM platform, without forcing every requester to learn the CAFM UI.

    • QR-code intake on signage, lifts and meeting rooms
    • Auto-classify HVAC, plumbing, electrical, housekeeping
    • PPM hand-off and visit confirmation back to the tenant
    • Vendor SLAs and chargeback routing per cost centre
  • Healthcare ITSM

    Hospital IT & biomed

    Tier-1 service desk for clinical and corporate staff with priority handling for patient-impacting incidents and biomed engineering tickets.

    • PHI-safe ticket fields with masking and tight access control
    • OR / ICU device incident lane with biomed engineer routing
    • On-call rotation with paging and escalation to chief of medicine
    • HIPAA-aligned audit log and retention, regional DPA-ready
  • Multi-tenant MSP

    MSP / shared services

    One platform, many customers, with per-tenant data partitioning, branded portals, contracts, time-tracking and customer-facing dashboards.

    • Strict tenant isolation; per-tenant SSO, SLAs and KB
    • Time-and-materials, retainer and unit-rate contract types
    • Customer-facing scorecards: SLA, CSAT, MTTR and burn
    • Billing export to ERP, Dynamics, NetSuite, Oracle, Tally

How we engage

Diagnose. Configure. Migrate. Run.

  1. 01

    Discover

    Service taxonomy, SLA matrix, intake channels and ITIL maturity baseline, captured in a one-week diagnostic, not a six-month consultancy.

  2. 02

    Configure

    Queues, forms, workflows, approvals and SLAs configured against your service catalogue. CMDB seeded from AD, MDM, vCenter and CSP APIs.

  3. 03

    Migrate & integrate

    Historical tickets imported with attachments and audit; SSO, telephony, email and integration adapters live in a controlled cut-over.

  4. 04

    Operate & improve

    Monthly service reviews, problem records driven from incident clusters, AI-deflection tuning and KB content KPIs, bundled in our AMS.

Plays nicely with

Wires into the systems your tickets are about.

Identity & SSO

  • Azure AD / Entra ID
  • Okta
  • Ping
  • Google Workspace
  • OpenLDAP

Productivity

  • Microsoft Teams
  • Slack
  • Outlook / Exchange
  • Gmail
  • SharePoint

DevOps & engineering

  • Jira
  • Azure DevOps
  • GitHub
  • GitLab
  • PagerDuty
  • Opsgenie

Telephony / CCaaS

  • Genesys
  • Avaya
  • Cisco Webex Contact Center
  • Amazon Connect
  • Twilio Flex

Channels

  • WhatsApp Business API
  • Facebook Messenger
  • Instagram DM
  • X / Twitter
  • Apple Messages for Business

Discovery & MDM

  • ManageEngine
  • Lansweeper
  • Intune
  • Jamf
  • Tanium

Compliance

  • ITIL 4-aligned
  • ISO 27001
  • HIPAA-ready
  • GDPR / PDPL

Run it, don't just buy it

Some clients want the platform. Most want the service desk too.

SHRAS runs 24×7 service desks for healthcare, banking, retail and facilities customers, Tier-1 voice and chat, Tier-2 engineers, on- call escalation and the platform underneath. We can hand you the tool, run the team, or both.

Managed services →Staff augmentation →Pair with FMS / CAFM →
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