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Introduction to DZDESK

DZDESK is a modern, multi-tenant IT Service Management (ITSM) platform designed for IT teams, Managed Service Providers (MSPs), and enterprise help desks.

What is DZDESK?​

DZDESK provides a comprehensive solution for managing IT support requests, tracking service level agreements (SLAs), and streamlining IT operations. Built on Azure cloud infrastructure, it offers enterprise-grade security, scalability, and reliability.

Key Features​

Ticket Management​

  • Create, assign, and track support requests
  • Customizable ticket workflows and statuses
  • Priority-based routing and escalation
  • File attachments and activity history

SLA Management​

  • Define service level tiers with response and resolution targets
  • Automatic SLA tracking and breach notifications
  • Working hours and holiday calendar support
  • Weekend exclusion rules per SLA tier

User & Access Management​

  • Role-based access control (RBAC)
  • Support for multiple user roles: Admin, Agent, Viewer
  • Group-based ticket assignment
  • Identity provider integration (Azure Entra ID, Google Workspace)

AI-Powered Features​

  • Automatic ticket classification
  • Smart suggestions for ticket routing
  • AI-generated ticket summaries
  • Enhanced search capabilities

Multi-Tenant Architecture​

  • Complete data isolation between tenants
  • Tenant-specific configurations and customizations
  • Centralized management for MSPs

Infrastructure​

DZDESK is hosted on Microsoft Azure cloud infrastructure, providing:

  • Enterprise-grade security and compliance
  • High availability and disaster recovery
  • Global scalability
  • SOC 2 and ISO 27001 compliant data centers

Getting Started​

Ready to dive in? Here's where to go next: