Service desk
In productionA ticketing system that reads your support mailbox, files the message against the right client, and puts the sender’s devices, contracts and history on the same screen as the reply.
Measured: 2,308 tickets and 9,475 messages handled in production.
What it does
- Ingests a shared support mailbox and threads replies onto the original ticket.
- Files each message against a client and contact, so a ticket arrives with history rather than a subject line.
- Shows the sender’s devices, agreements and open work beside the conversation.
- Quoted history and signatures fold away, inline images from email render in place, and the channel each message arrived on is shown.
- SLA clocks that respect business hours, with a dashboard for what is at risk.
- Auto-assignment by roster, capacity and who is out of office, with the lead technician preferred.
- One-click satisfaction ratings from the resolution email, reported per client and per technician.
- Parts and hardware can be requested from inside a ticket, without exposing cost prices to the requester.
What it does not do
- AI triage drafts a first response and suggests a category; it does not close tickets on its own, and every draft is reviewed before it sends.
- There is no native telephony. Calls are logged against tickets through the GoTo integration, which is connected but currently carrying no volume.
- Time entries feed billing, but there is no timer running in a mobile app yet — Atlas is web-first.
What it replaces
- A standalone PSA
- A shared mailbox with rules
Included in the single per-user price. No per-module or per-endpoint add-ons.
Read the guide
How this is actually set up and run, in the documentation.
What it connects to
Each of these has its own page, with how much production traffic it is carrying.