eMosad

Enterprise Helpdesk Reimagined

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

Custom Workflows

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

Cross-Department Support

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

End-to-End Ticket Lifecycle Management

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

Enterprise-Grade Access Control

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

Insightful Analytics

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

Audit-Ready Compliance

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

Client:

Kuwait Fund for Arab Economic Development

Challenge:

Manual ticket tracking, limited visibility, and inefficient request handling.

Solution:

Deployed eMosad with tailored workflows for IT, media, PR, HR, and facilities.

eMosad is now the central internal support system across multiple departments.

100% increase in visibility of pending requests
40% reduction in resolution time via SLA-based routing
3-level support hierarchy streamlined team coordination
Enhanced reporting with departmental and employee performance summaries
Integrated user feedback via digital survey forms

Case Study

Kuwait Fund Helpdesk Revamp

Request a Discovery Session

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