Self-service portal
Employees log in via SSO, raise tickets, and track status from one branded support portal, no phone calls or lost emails.
Every request, resolved,from login to closure.
açai Serve is an AI-native IT service management platform that carries every support request from a self-service portal login to a resolved, closed ticket, with incidents, service requests, and changes handled in one place.
SSOSelf-service portal login
3Core ITSM workflows
SLATimers on every ticket
What açai Serve Does
One platform
for every request.
From portal login to closed ticket, incidents, service requests, and changes are handled in one connected place.
Knowledge base
Relevant articles surface the moment an issue is described, deflecting requests before they ever become a ticket.
Smart ticket routing
Every ticket is auto-classified and routed by workspace, category, support group, and assigned agent using your rules.
SLA & escalations
Timers, automatic escalations, and monitoring alerts keep every ticket inside its agreed window, nothing slips quietly.
Agent & supervisor views
Queues, workload, and live SLA health in one console for agents and the supervisors who run the service desk.
Automation & admin
Configure workspaces, routing rules, catalogs, and automations without waiting on engineering to change a thing.
Built for service teams
Three workflows,one platform.
Incidents, service requests, and changes each get a purpose-built workflow, with problem management underneath to stop repeat issues.
Incident Management
Resolve issues fast, run major incidents from a clear playbook, and link recurring ones to problems
Service Request Management
A service catalog with automated fulfillment and multi-step approval workflows built right in
Change Management
Draft rollout plans, route them through CAB approval, and schedule safe, tracked implementation
Problem Management
Turn repeat incidents into root-cause problems so the same issue stops coming back for good
From login to closure.
From the portal login and knowledge base to routing, resolution, and reporting, the whole ticket lives in one place.
Step 1 of 6 · Submit
Raise a ticket, or let an agent raise it.
A requester logs into the self-service portal via SSO and submits a ticket, or an agent creates one on their behalf. The whole desk starts from one front door.
From loginto closure.
From the portal login and knowledge base to routing, resolution, and reporting, the whole ticket lives in one place.
Step 1 of 6 · Submit
Raise a ticket, or let an agent raise it.
A requester logs into the self-service portal via SSO and submits a ticket, or an agent creates one on their behalf. The whole desk starts from one front door.
Step 2 of 6 · Deflect
The knowledge base answers first.
Before anything becomes a ticket, the knowledge base is checked. If an existing article solves the issue, no ticket is needed at all.
Step 3 of 6 · Route
Classified and routed automatically.
Every ticket is auto-classified and sent to the right workspace, category, support group, and assigned agent using your predefined routing rules.
Step 4 of 6 · Resolve
Incidents, requests, and changes, in flow.
Agents work each ticket through its own workflow, incident, service request, or change, with the full history and context in one place.
Step 5 of 6 · Escalate
SLAs and escalations keep it on time.
SLA timers run on every ticket, and automatic escalations plus monitoring alerts fire the moment one risks breaching its window.
Step 6 of 6 · Close
Resolved, measured, and improving.
Close the ticket, capture CSAT, and feed the outcome back into reports, analytics, and the knowledge base so the next request is faster.
Testimonials
What founders saywhen they actually use it.
“We moved our whole IT desk onto açai Serve. Tickets route themselves, SLAs never slip quietly, and half our requests deflect to the knowledge base before an agent ever sees them.”
Utkarsh WaghFounder & CEO, Humancloud Technologies
“The best service desk is the one employees barely notice. Serve gets each request to the right agent instantly and closes the loop, and our CSAT climbed in the first month.”
John GengarellaCo-founder & CEO, Teamcast.ai
Works where your teams already live.
Slack integration
Raise tickets, get assignment and SLA alerts, and approve changes without leaving your channels.
Outlook & Email
Turn inbound email into routed tickets and send updates back from the same thread automatically.
Excel & CSV export
Export ticket logs, SLA compliance, and CSAT data for audits or leadership reviews in one click.
Webhooks & API
Stream every ticket and status change to monitoring, your CMDB, or any system with a secure endpoint.
Plug açai Serve into the channels and systems your service desk already relies on. Tickets land where people are already looking, and every update, SLA alert, and report travels cleanly between Slack, Outlook, Excel, and any webhook-ready system.
Frequently Asked Questions
Everything you need to know about açai Serve, from raising a ticket to routing, SLAs, and closure.
açai Serve is an IT service management platform that covers the full journey of a support request, from a self-service portal login to a resolved, closed ticket. Incidents, service requests, and changes are handled in one place, with SLAs, routing, and reporting built in.
A requester logs in via SSO and raises a ticket from the self-service portal, or an agent creates one on their behalf. Before a ticket is even created, the knowledge base is checked, and if an existing article solves the issue, no ticket is needed at all.
Once submitted, every ticket is automatically classified and routed by workspace, category, support group, and assigned agent using your predefined routing rules, so it lands with the right person from the start.
Three primary workflows: Incident Management (fast resolution, major incidents, problem linkage for recurring issues), Service Request Management (service catalog, automated fulfillment, approval workflows), and Change Management (rollout plans, CAB approval, scheduled implementation).
Every ticket runs against an SLA. Automatic escalations and monitoring alerts fire the moment one risks breaching its window, and agent and supervisor dashboards show live SLA health across the whole desk.
SLA compliance, resolution times, ticket volume, and CSAT are measured automatically, with reporting, analytics, and a knowledge base that improves as tickets close, no exports or spreadsheets required.
Give IT a system.
Give people an answer.
açai Serve is live today. Stand up your service desk in minutes, with a portal, routing, SLAs, and reports, all in one place.