Ticket lifecycle with Kanban, SLA policies with breach tracking, knowledge base with KCS methodology, support team management, and escalation workflows — ITIL 4 aligned.
A single platform for support agents, team leads, knowledge managers, and the Support Director — connecting tickets, SLAs, knowledge, and analytics.
Support agents (L1/L2/L3), team leads, knowledge managers, escalation managers, and the Support Director.
Manage tickets on a Kanban board with full ITIL lifecycle (new → closed), define SLA policies with response/resolution targets per severity, create and rate knowledge base articles, organize support teams by tier, and track escalations with acceptance workflows.
The Support Director queries ticket volumes, resolution times, SLA compliance rates, customer satisfaction scores, and backlog trends — all in plain English via IQVigilant.
Purpose-built data models, workflows, and views — generated by the VeloIQ™ framework and refined for the vertical.
ITIL 4 ticket lifecycle — new → open → in_progress → pending_customer → resolved → closed. Severity, priority, category, and CSAT scoring per ticket.
SLA policies with response and resolution time targets per severity level. Automated breach detection (response & resolution) with acknowledgment workflow.
Articles by type (troubleshooting, how-to, FAQ, reference, release notes, known issues). View count and helpfulness rating tracking per KCS methodology.
Team organization by tier (L1/L2/L3/specialist/field service) with member workload tracking, availability status, and specialization assignments.
Ticket escalations with reason tracking, acceptance workflow, and status lifecycle. Full audit trail of every handoff.
60 days of daily ticket metrics — creation/resolution volumes, response/resolution times, CSAT averages, backlog, and reopen rates.
VeloIQ™ Zero-Seat Helpdesk ships as a complete, working application — not a template you still have to build.
Arrives with realistic sample data plus a clean production-ready schema. Explore the app instantly, then switch to the clean database when you go live.
IQVigilant NL chat integration for ticket analytics, SLA performance, CSAT trending, team workload, and backlog analysis — all in plain English.
One veloiq run and the full application is live: REST API, React frontend, admin back-office, and AI console — all on your own infrastructure.
Automated smoke and regression suites ship with the app, so every deployment can be validated before users touch it.
Measurable outcomes for every role in your organization — from daily operators to strategic decision-makers.
Kanban board with 7-stage lifecycle gives every agent and team lead instant visibility into what needs attention and where tickets are blocked.
Response and resolution SLA targets per severity with automated breach detection. Acknowledge breaches and track compliance rates over time.
KCS-aligned article lifecycle with view counts and helpfulness ratings. Surface the right article at the right time to reduce repeat tickets.
Daily metrics on ticket volumes, resolution times, CSAT, backlog, and reopen rates. NL queries give the Support Director answers in seconds, not spreadsheet hours.
Data models and metadata that speak your industry’s language — because compliance and interoperability start with the schema.
| Area | Standard | Models mapped |
|---|---|---|
| Service management | ITIL 4 | Service Value System (SVS), incident management, service request management, problem management, continual improvement |
| ITSM | ITSM Best Practices | Incident lifecycle, SLA frameworks, knowledge management, service desk operations, CSAT measurement |
| Knowledge | KCS (Knowledge-Centered Service) | Article lifecycle (draft → published → archived), view count and helpfulness rating per KCS v6 methodology |
Every VeloIQ™ vertical application is versioned source code — not a locked SaaS. Fork, extend, integrate, or white-label.
Each module is a self-contained VeloIQ™ unit with its own models.py, generated GUI views, and REST API. Add or remove modules as your needs evolve.
Bring in IQVigilant for NL analytics, exception alerts, and personalization — or install other VeloIQ™ extensions from the community. Configured declaratively in veloiq.toml.
Add custom business logic in custom_api.py, override page templates per model:action, or add SQLAdmin views for advanced administration.
Switch from the shipped SQLite to PostgreSQL, MySQL, or Snowflake with a single connection string change. Schema migrations are tracked via Alembic.
AI-ready with 1-User Natural Language · 10 Exception Alerts · 100 Personalization — learn about IQVigilant capabilities
Get in touch with the VeloIQ™ team to discuss deployment, customization, and licensing.