Which sites and assets
What the contract actually covers, down to the asset where you need it.
Solutions › Service Desk › Tickets, SLAs & Contracts
Service Desk · Tickets, Workflows, SLAs & Contracts
Tickets that end where the work does.
Most desks can log a request. Ours carries it through dispatch, the job on site and the billable line — with the client’s contract deciding what is covered before anyone is sent.
Abec run their entire service desk on WorkWide · 64 client organisations · 174 sites · six regional branches
Case 4412 · incident · highUPS alarm — branch server room
- Client
- Regional bank · Sandton
- Contract
- Managed infrastructure · covered
- Entitlement
- Callout 3 of 4 this month
- SLA
- Resolve 8h · 2h 41m left
- Dispatched
- S. Naidoo · on site 11:20
- Job
- Battery string replaced · signed
- Billable
- Parts chargeable · labour covered
The problem
Every helpdesk tool is excellent right up to the word “assigned”
After that, someone has to be scheduled, get to a site with the right parts and permissions, fix it, prove it, and have the work billed against whatever the contract covers. That usually happens across three systems, with people re-typing between them.
Three systems, one job
The ticket is in one system, the job card in another, and finance re-types it into a third.
Breaches found at month end
Service levels are discovered in the monthly report, when nothing can be done about them.
Nobody knows what’s covered
The argument about whether the work was in the contract happens after the engineer has been.
Work that never gets billed
Most service businesses suspect it happens every month. Almost none of them can size it.
How it works
A request, end to end
Request arrives
By email into the desk, logged by an agent, or raised by the client in the portal.
The contract decides
Entitlements applied automatically: covered, chargeable at the agreed rate, or out of scope.
The clock starts
The SLA runs against the terms for that client and priority, with escalation before the breach.
Dispatch or resolve
Fixed at the desk, or scheduled to the right person by skill, location and availability.
Proved on site
Checklist, photos, readings, parts and signature — on the phone, online or off.
Closed and priced
Billable work priced against the contract and passed to finance.
What sits on the record
One ticket, everything attached
- The client, site and assetWhat it is about, and where
- The contractWhat that client is entitled to, applied the moment the ticket is raised
- The SLA clockTargets running live, with escalation before the breach
- The job and the proofWho went, when they arrived, what they did and what they used
- The billable linePriced against the contract, ready for finance
Engineers work with no signal. Records sync as soon as the phone is back in range.
1/4
- 01
A case becomes a job
The client’s case is linked straight to the work task.
- 02
The SLA clock is visible
The job shows its SLA, so nobody has to guess the deadline.
- 03
Tied to the contract
The job sits under the client’s contract and its terms.
- 04
The client sees it too
In the client portal, the client follows their own case.
A case becomes a job
The client’s case is linked straight to the work task.
The SLA clock is visible
The job shows its SLA, so nobody has to guess the deadline.
Tied to the contract
The job sits under the client’s contract and its terms.
The client sees it too
In the client portal, the client follows their own case.
Screens from the WorkWide app and portal, shown with demonstration data.
The contract
Covered, chargeable, or out of scope — decided at intake
An entitlement is the part of a contract that answers that question before anyone is dispatched. WorkWide applies those terms automatically when the ticket is raised.
Which service types
Break-fix but not moves, planned maintenance but not projects — whatever was agreed.
What happens past the limit
Included callouts or hours, then chargeable at the agreed rate.
And what it means for billing
The billable line comes out of the work, priced against the contract behind it.
Proof
How Abec run their service desk
Abec — Advanced Infrastructure — run their entire service desk on WorkWide. Requests come in by email, from agents and through the client portal, and the ones that need an engineer become field work on the same record.
64
client organisations on one desk, each with their own contract terms
174
sites where the work actually happens
6
regional branches, one standard
1 in 3
cases turn into field work; the rest are resolved at the desk
Requests, incidents and planned maintenance run through the same desk — and where a case needs someone on site, the job, the proof and the billable work stay attached to the ticket that started it.
Who it’s for
Built for desks that dispatch
Managed service providers
A central desk, client contracts, and engineers on client sites across regions.
Telecoms and networks
Incidents across several teams, with service levels that carry penalties.
OEM and dealer networks
Faults called in against machines that are either under contract or not.
Property and facilities
Tenant and site requests routed to internal teams or contractors.
Why WorkWide
The half nobody else covers
It dispatches
Scheduling, routing and a mobile job card — not a queue that ends at “assigned”.
The contract is in the ticket
Entitlements applied at intake, so coverage is settled before the engineer is sent.
The clock is live
SLA state visible as it runs, with escalation before the breach rather than a report after it.
It reaches the invoice
Billable work priced against the contract as the job closes, and passed to finance.
FAQ
Questions service desks ask
How do tickets get in?
By email into the desk, logged by an agent, or raised by the client in the portal.
Do we have to replace our helpdesk tool?
No. Many clients keep theirs for internal support and run field-ending work here. Others consolidate once they see one record work.
We run an enterprise service management platform. Can you work with it?
Yes — we integrate through our open API and run the field half. Where a client would rather have one system, we run the desk too.
Can it price work against our contracts?
Yes. Entitlements decide what is covered and what is chargeable, and billable lines come out of completed work.
Can the SLA clock follow our working hours?
Yes. Clocks run to business hours and pause where your terms say they should — while you are waiting on the client, for example. The rules are set per contract.
Does it work offline?
Yes. Engineers work with no signal and records sync when the phone is back in range.
Can clients see their own tickets?
Yes, through the client portal.
How much of last month’s work reached an invoice?
If nobody can answer that quickly, the systems are the reason.