Service Desk · Service Desk
Give every request an owner, a clock and a history.
Support work disappears when the request is in email, the SLA is in memory and the customer context is elsewhere.
This is a capability inside Lightning Pharos, not a separate product.
Assign, record activity on and resolve a ticket.
01 · What ships
The complete working surface.
Tickets with an owner, a clock, and a resolution.
- 01
Tickets raised by email or by an agent, against a customer record
- 02
Queues, assignment, and priority you configure
- 03
SLA clocks for response and resolution, with a breach you can see coming
- 04
Configured IMAP email-to-ticket with threading and attachments
- 05
Resolution, reopen, and closure history per ticket
02 · Connected work
One action. One history. More than one team.
Pharos keeps the source action and the records it affects on one inspectable event path.
- 01 / 03
Source action
Assign, record activity on and resolve a ticket.
- 02 / 03
Governed event
Queue, priority, SLA and the email thread stay on the ticket.
- 03 / 03
Connected result
The customer-linked ticket keeps the resolution and any reopen history.
03 · What it needs
Ready inside every Pharos workspace.
No additional module is required before this capability can be switched on.
04 · Where it stops
The boundary is part of the product.
A requester-visible product comment does not itself send outbound email. This is not a broad portal, CMDB, IT asset, or field-service system.
Bring your exact workflow to a walkthrough and we will show where Pharos fits and where it does not.
Continue the system