An email becomes a ticket
A client emails support; the ticket is created with the right defaults and the assigned technician is notified.
ExaGuards Service Desk
Every Request Tracked, Every Alert Acted On
Tickets from email, SMS and alerts, notification triggers that reach the right person on the right channel with escalation, and client, project and file management, all connected to the devices you support.
Email & SMS to ticket
7 notification channels
Escalation until acknowledged
ONE QUEUE
No More Requests Lost In Inboxes
Requests arrive by email, by text, by phone and from monitoring alerts. When they live in different places, something always slips through.
ExaGuards Service Desk brings them into one queue, linked to the client, the contact and the device involved, with statuses and urgency levels you define, due dates and follow-ups, and a complete history.
And because notification triggers run across all of ExaGuards, the same rules that tell a technician about a new ticket can also call them when a server goes down.
7notification channels, from SMS to Teams
15modules that can fire notification triggers
179message tags to personalise every notification
10dashboard widget types
SUPPORT TICKETS
A Service Desk Built Around Your Process
Every ticket carries the context a technician needs, and every change is logged.
- Fields: subject, client and contact, assigned employee and team, status, urgency, due date, follow-up, source and recipients
- Your statuses: colours, follow-up times, default views and triggers when due or follow-up dates pass
- Your urgency levels: mark as urgent or emergency and repeat a trigger every N minutes
- Notes: private or public, emailed to contacts and employees with attachments
- Tasks, files, timeline and logs on every ticket
- Linked records: credentials and devices from the ticket sidebar
EMAIL & SMS
Turn Every Conversation Into A Ticket
| Feature | Details |
|---|---|
| Support mailbox | Forward your support address to an ExaGuards mailbox and incoming email becomes tickets automatically. |
| Known and unknown senders | Separate defaults for each: employee, team, status, urgency and resolve time. Clients' email domains identify who is who, and missing users can be added automatically. |
| Reply handling | Set the next status when a client replies and when a technician responds. |
| Automatic emails | Optionally email the client, employee and team as tickets change. |
| Ticket events | Triggers on create, modify, first view, new note, modified note, past due date and past follow-up date. |
| Two-way SMS | Conversations with clients and staff from your system numbers, with pinned chats, search, image attachments and CSV export. |
NOTIFICATION TRIGGERS
The Right Alert, To The Right Person
Notification triggers are shared across ExaGuards. Build a trigger once, with its contacts, message and actions, and use it for tickets, agents, alerts, uptime, domains, HR and more.
- 7 actions: SMS, email, phone call, app notification, webhook, support ticket and Microsoft Teams message
- Escalation levels: wait, then notify the next contacts on the next channels, until someone acknowledges
- Acknowledge link: one click stops the escalation
- Delivery log: SMS, calls, escalation timeline, tickets, webhooks and app notifications
- Test trigger before you rely on it
WHAT CAN TRIGGER A NOTIFICATION
Events From Across The Platform
Support tickets
- Create, modify, first view
- New or modified note
- Past due and past follow-up
- Urgency levels repeating every N minutes
Monitoring
- Agent went offline, still offline, back online
- Alert opened, reminder, cleared
- Uptime slow, down, back up, escalation levels 1–3
Expiry dates
- Credentials about to expire
- Domains, with days of notice
People
- Employee clocks in or out
- Clock in or out of a client
- User signs in or out
HR
- New note or status change on expenses
- New note or status change on requests
- Per-status triggers
Business
- Estimate approved
- Estimate declined
- Estimate first opened by the client
WEBHOOKS & TEAMS
Connect Notifications To Anything
| Feature | Details |
|---|---|
| Webhooks | POST or PATCH, timeout, retries with back-off, custom headers and a custom JSON body built from webhook tags. |
| Signed webhooks | Add a signing secret and every request carries an HMAC-SHA256 signature over the exact body, so your systems can verify it came from ExaGuards. |
| Microsoft Teams | Messages sent as Adaptive Cards through a Teams workflow webhook. |
| Message tags | 179 tags in 15 groups, such as @TicketFullNumber, @AgentOfflineDuration, @AlertSeverity and @EstimateTotal. There is never a tag for a password. |
| Test & history | Send a test webhook and see recent deliveries. |
CLIENTS & PROJECTS
Everything Around The Ticket
Clients13 tabs
- Users, locations, network, vendors
- Inventory, files, hours, groups
- Projects, orders, documents, setup
Locations
- Address with map coordinates and radius
- Parent and child locations
- Billing locations and files
Projects
- Budget vs actual, profit and margin
- Materials with quantities used and remaining
- Expenses, client hours and racks
Calendar
- Ticket due dates and follow-ups
- Filter by employee and team
- Click through to the ticket
File Manager
- Folders, upload, drag and drop
- Copy, move, rename, history
- Share sessions with a 4-character code by email or SMS
Instant Share
- Anyone can send you files and notes
- No code, no account needed
- Track who has viewed each share
IN PRACTICE
How Teams Use ExaGuards Service Desk
An emergency escalates
An Emergency-level ticket repeats its trigger every 10 minutes and escalates to a manager until acknowledged.
Context in one click
The technician opens the ticket, sees the linked server and its credentials, and fixes the issue remotely.
Files from a client
The client sends logs through Instant Share without needing an account.
Integrations
A signed webhook posts every critical event into the client's own system.
Project review
The project overview compares budget with actual materials, expenses and hours.
Can support emails become tickets?
Yes. Forward your support address to an ExaGuards mailbox, with separate defaults for known clients and unknown senders.
Can we define our own statuses and urgency levels?
Yes, with colours, follow-up times, emergency flags and repeating triggers.
Which notification channels are supported?
SMS, email, phone call, app notification, webhook, support ticket and Microsoft Teams.
How does escalation work?
Each level waits a set time, then notifies the next contacts on the chosen channels, and keeps going until someone acknowledges.
Can our systems verify ExaGuards webhooks?
Yes. Add a signing secret and verify the HMAC-SHA256 signature header.
Can clients send us files?
Yes, through Instant Share with no account, and you can share files back with a short-lived code.
THE EXAGUARDS PLATFORM
Works Even Better Together
Every product line shares the same clients, devices, people and login.
ExaGuards RMM
Monitor, manage and fix every Windows computer and server.
Explore →ExaGuards EDR
Endpoint security: detect, block, alert and respond.
Explore →ExaGuards Network
Discover, document and manage everything on the network.
Explore →ExaGuards Uptime Monitor
36 check types from the cloud or inside the network.
Explore →ExaGuards Docs
Credentials vault, knowledge base and diagrams.
Explore →ExaGuards Business
Orders, estimates, invoices and bookkeeping.
Explore →ExaGuards HR
Timesheets, overtime, payroll hours and requests.
Explore →ExaGuards Insights
Productivity reports and live screens.
Explore →GET STARTED
See What ExaGuards Can Do For You
Tell us about your team and the devices you support. We will prepare a quote for the product lines you need and walk you through them in a live demo.
