Service desk, part of WorkWize360
Heartbeat
The service desk that resolves requests and helps your team
Heartbeat is a full service-management platform — capture requests, classify them by type, model their lifecycle with visual workflows, and hold every ticket to an SLA. Add triage and onsite assessments, real-time notifications, and a branded customer and community portal, all scoped to your organisation and connected to the rest of the Workwize ecosystem.
What Heartbeat does
Run service end to end
From the first request to the final resolution — and the report after — Heartbeat covers the full service lifecycle on a platform your whole team can trust.
Service Requests
A single home for every ticket — capture, assign, comment, and resolve requests with full status history, all scoped to your organisation.
Request Types
Define the kinds of work you handle — from faults and enquiries to onsite jobs — each with its own form, workflow, and SLA targets.
Dynamic Forms
Build the intake form for each request type with versioned, configurable fields and custom fields, so you capture exactly the right detail up front.
Visual Workflows
Map each request lifecycle as status nodes and transitions in a visual builder — including review loops and returns — so tickets always follow the right path.
Statuses & Categories
Organisation-defined statuses grouped into colour-coded categories give everyone an at-a-glance read on where every request stands.
SLAs
Set response and resolution targets per request type, with a business-hours clock that respects timezones and holidays and pauses while you wait on the customer.
Assessments & Recommendations
Move from triage to engineer assignment, onsite assessment, recommendation, and approval — a structured path for work that needs a closer look before it gets done.
Real-Time Notifications
A configurable, multi-channel notification engine pushes updates live to the browser and mobile, with email and SMS ready when you are — and per-user preferences.
Customer & Community Portal
Give external customers and community members a branded portal to discover services, report issues, and track their requests in real time.
Request Channels
Capture requests from the channels your customers actually use and route them into the right request type automatically.
Reporting & Analytics
Dashboards and reports aggregate requests, status history, assessments, channels, and SLA performance — with exports and scheduled delivery.
Roles & Permissions
Granular, organisation-scoped role-based access control with two-factor authentication keeps every request and action visible only to the right people.
Part of WorkWize360
Heartbeat shares one secure account with the rest of the ecosystem, so service stays connected to projects, people, and finance.