Manage Incidents, Service Requests, Problems, Changes, Configuration Items, Knowledge and SLAs from one AI-ready platform aligned with ITIL best practices.
Every module you need to run a structured, ITIL 4-aligned IT operation — all built in, all integrated, all sharing the same activity, notification, and reporting engine.
Capture, classify, and resolve service disruptions. SLA-driven priority queues, auto-escalation, and full audit trail.
ITIL 4Standardized request fulfillment separate from incidents. Automated routing, approval flows, and SLA tracking.
ITIL 4Root cause analysis, Known Error Database (KEDb), and workaround documentation. Stop firefighting, fix root causes.
ITIL 4RFC workflow with CAB approval, impact assessment, implementation and rollback plans. Reduce change-related outages.
ITIL 4Map infrastructure as a service dependency graph. Business Service health computed live from linked incidents and problems.
ITIL 4KCS-aligned article lifecycle: Draft → Review → Published. Turn every resolved incident into reusable organisational knowledge.
KCSDefine response and resolution targets per priority. Auto-escalation fires before breach. SLA compliance reporting included.
Built-inAny email to your support address automatically creates a tracked ticket. No portal required for end users or customers.
AutomationEdgeDesk implements the complete ITIL 4 service value chain. Each work item flows through a structured lifecycle that prevents recurrence and builds organisational knowledge.
Every transition is logged, linked, and searchable. One unified activity timeline across all work items.
EdgeDesk doesn't just track tickets — it understands your services. The CMDB maps the full dependency chain from Business Services down to individual infrastructure components.
When an incident occurs, EdgeDesk instantly shows which Business Services are affected, which CIs are involved, and which teams need to be notified — before your customers feel the impact.
Every module shares the same Activity Timeline, Notification Engine, Search Index, and Reporting Service. No data silos. No duplicate logic.
Tickets, SLA timers, escalations
Root causes, KEDb, workarounds
RFC workflow, CAB, impact
CI database, service health
KCS articles, linked to work items
Event-driven alerts across all modules
ITSM metrics across every module
Chronological log of every event
Across tickets, problems, CIs, KB
Organisation-level isolation, 4 roles
Enterprise ITSM — without enterprise complexity, enterprise procurement cycles, or enterprise pricing.
EdgeDesk gives IT teams with 5–200 agents the same structured ITIL 4 workflows used by enterprise IT departments — deployed on standard hosting infrastructure in minutes, not months.
*Target pricing model. Competitor figures are approximate.
Connect your support mailbox and every inbound email becomes a tracked, assigned, SLA-monitored ticket. No portal, no training, no plugins required.
One dashboard showing the operational health of your entire ITSM platform. Designed for IT managers, directors, and executives who need the full picture in seconds.
Sample data for illustration purposes. Your live metrics replace these values.
Built as a layered service platform. Each layer adds capability while sharing infrastructure. Phase 6–8 capabilities are designed in, not bolted on.
The core ITSM suite is live. The platform is architected and ready for the next phases — Service Catalog, Asset Management, and AI Copilot — without any refactoring required.
Four reasons IT teams choose EdgeDesk over legacy ITSM tools and basic helpdesks.
Incident, Problem, Change, CMDB, and Knowledge — all live, all integrated, all built around ITIL 4. Not modules you pay extra for.
Phase 8 AI Copilot hooks are built into every module today. When AI activates, it enriches your existing workflows without redesign.
Enterprise ITSM workflows delivered at pricing accessible to organisations with 5–200 agents. No consultants, no six-figure contracts.
The CMDB links infrastructure to Business Services. You understand impact before customers feel it. IT moves from reactive to proactive.
"We replaced five separate tools — a helpdesk, a CMDB spreadsheet, a change log, a wiki, and a problem tracker — with EdgeDesk. Our IT team finally has one place for everything."
"The CMDB dependency explorer is genuinely impressive for the price point. We can see which business services are affected by an incident in real time — that's something we never had before."
"Problem Management was the game changer. We used to have the same incidents repeating every month. Now we identify root causes, document workarounds, and raise RFCs to fix them permanently."
Testimonials represent early adopters. Results may vary by team size and configuration.
Full ITSM suite on every plan. No per-module fees. Unlimited requesters and customers on all tiers.
All plans include a 14-day free trial. No credit card required. Pricing is indicative pending commercial launch.
Replace disconnected tools with a unified ITSM platform built for modern IT teams. Full ITIL 4 suite. One platform.
14-day free trial · No credit card · Setup in minutes · Full ITSM suite included