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eMosad

Enterprise Helpdesk Reimagined

OverviewHow It WorksModulesFeaturesBenefitsIntegrationOur Work
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eMosad is a secure, web-based helpdesk and internal support system designed for mid-to-large organizations.
With intuitive dashboards for end users and full control for administrators, it ensures that support requests are tracked, escalated, and resolved efficiently.

Built around structured workflows, access roles, and real-time reporting, eMosad enables IT, HR, and admin departments to deliver better service, faster.

How eMosad Works

  • End users raise requests via the self-service portal or email
  • Tickets are automatically categorized and routed by subject, priority, or department
  • Support teams track, respond, escalate, and resolve issues
  • Admins monitor SLAs, manage access, and generate performance reports
  • Surveys and insights are collected for service improvement

User Module

eMosad’s User Portal makes it easy for employees to:The system supports multiple request types and auto-notifies users about updates or required actions.
  • Submit IT, HR, or facility-related tickets
  • Track real-time ticket status via inbox and outbox
  • Generate multi-department requests (e.g., maintenance, media, PR)
  • Attach supporting documents and comments
  • Communicate directly with IT via inquiry/chat feature
  • View personal ticket history and departmental requests

Admin Module

  • View unresolved, unassigned, or survey-flagged tickets
  • View incoming, open, pending, and closed requests
  • Assign, reassign, or escalate tickets across teams
  • Manage departments, divisions, access groups, and users
  • Define severity levels, categories, and subject types
  • Control system configurations: holiday calendars, workflows, SLAs
  • Maintain known error database (KEDB) and work schedules

Key Features

Multi-level request routing (Support Level 1/2/3)

High-volume, fast-moving products with repeat orders

Auto-assignment rules & escalation paths

Order tracking, returns, and secure delivery logs

SLA-based reminders and priority settings

Van stock, parts tracking, and technician delivery

Email-to-ticket conversion

Multi-outlet stock fulfillment and journey routing

Built-in KEDB (Known Error Database)

Cold chain sales tracking with route compliance

Whiteboard notifications for all users or specific groups

Cold chain sales tracking with route compliance

Multilingual UI (English/Arabic)

Digital survey feedback system

Integrated chat and inquiry history

Exportable reports (PDF, Excel, Word)

Benefits

Define your own subject types, categories, problem types, and workflows per department.

Supports IT, maintenance, media, HR, public relations, and software access requests.

Covers everything from submission to resolution, feedback, and audit.

Granular access rights by group, department, designation, and user type.

Reports on ticket trends, resolution times, SLA compliance, team performance, and surveys.

Track all actions on each request with timestamps, team assignments, and status changes.

Integration

  • LDAP / Active Directory user login
  • REST APIs for ERP/HRMS data sync
  • Email gateway for auto ticket creation
  • Optional HR integration for employee info, designations, departments
  • Attachments and document uploads per ticket
logo-dps-kfund

Case Study

K‑Fund – Helpdesk & Support Portal

Client:

Kuwait Fund (K Fund)

Solution:

Implemented a personalized Helpdesk & Support Portal that digitizes support operations with automated ticketing, SLA tracking, and structured workflows to replace manual processes

The system enables efficient ticket creation, tracking, assignment, and resolution with visibility and coordination across internal teams.

  • Centralized ticket management from request to resolution
  • SLA‑based tracking and performance monitoring
  • Automated workflows and notifications
  • Enhanced visibility into support workloads
  • Faster response and resolution times

Request a Discovery Session

Let us walk you through how eMosad fits your support ecosystem.
Explore features, workflows, and reports tailored to your operations.

Request a Discovery Session
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