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Features

Everything in ITSM Engine

A service desk at its core, with cases, portals, email, automations, audit evidence and an API. Plugins add the ITSM work areas: services, incidents, major incidents, problems, changes, a status page, developer tasks and access reviews. All of it is free to self-host, with nothing to buy and no edition to upgrade to.

  • Every feature and plugin free to self-host
  • Source-available under the FSL
  • Runs on your own server
The inbox: open incidents, changes and problems above the open cases, with filters and viewsThe inbox: open incidents, changes and problems above the open cases, with filters and views

The core

Every desk has these, with nothing to turn on. On its own the core is a complete help desk for any team that answers people: cases from every channel, branded portals, rules and service levels, reports, audit evidence and an API.

Cases and the inboxEvery request, from any channel, in one shared inbox per unit, with views, filters, bulk actions and a case page built for the conversation.Accounts and contactsThe organizations you serve and the people who write in, with numbers, agreements and your own properties on one page per account.Portals and formsBranded help portals and request forms for your website, hosted pages or your own backend, each request becoming a case in the right unit.Email repliesRequesters answer the desk’s emails from any mail program, and the answer lands on the case without the quoted text and signature.Automations and service levelsRules that route, assign, label and escalate cases, and first-response and resolution targets counted in business hours.Compliance and auditProcess controls, exceptions, evidence packs an auditor can test, an Auditor role, an audit log and checksummed exports.Units, roles and accessAn organization tree that decides who sees what, roles that decide what they may do, and sign-in with two-factor and passkeys.Reports and satisfactionVolume, response times and service levels per unit and person, against the period before, and satisfaction surveys after every case.ApprovalsOne list of everything waiting for your approval, cases and changes, with separation of duties built in.API, webhooks and AI assistantsA REST API described as OpenAPI 3.1, scoped tokens, signed webhooks and an MCP server so Claude, ChatGPT and other assistants work cases with your permissions.Plugins and the plugin SDKEvery work area beyond cases is a plugin built on the same extension points you can use for your own.Self-hostingOne container next to PostgreSQL and S3 storage, set up in a browser wizard, from one server to several.Privacy and data retentionGDPR export and erasure per contact, legal holds, and scheduled housekeeping that deletes only what you turn on.

Plugins

Plugins add work areas not every team needs. They are built into the desk, free like everything else, and stay off until an admin turns them on. Some build on others: incidents need the service catalogue, and the status page needs incidents.

Service ConfigurationPluginThe service catalogue: owners, support teams, offerings, dependencies, health, suppliers and reviews, which incidents, problems and changes build on.Incident ManagementPluginDeclare incidents from cases, prioritise by impact and urgency, track targets, lead with a commander and update every affected requester at once.Major Incident ManagementPluginRoles, a procedure checklist, escalation, stakeholder updates on a rhythm and owned reviews for the incidents that matter most.Status PagePluginA public, branded status page on your support portal, with the incidents you choose to show and email subscriptions.Problem ManagementPluginFind out why incidents keep happening, publish workarounds as known errors agents see on cases, and see the real fix through.Change ManagementPluginPlan, assess, approve, carry out and review changes to live services, with approval policies, a CAB, customer approvals and a deployment gate.Software DevelopmentPluginKanban boards of developer tasks linked to cases, with sprints, epics, custom fields and access by unit, team or person.Access ManagementPluginWho can see what and why, the history of every grant, access reviews with evidence, alerts and a sealed audit log.

All of it, free, on your own server

One container next to PostgreSQL and S3 storage, set up in the browser. The free licence key turns on every plugin, for any number of staff.

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