Last month's fix exists. Nobody can find it again.
Requests arrive in one place, the knowledge sits in a second, and the runbooks live on a file share. Every other request starts with a search for the case somebody already solved four weeks ago.
- 01
The same question gets answered three times, by three people.
- 02
The knowledge is created in the work item and stays there.
- 03
Whoever covers for someone reads through a work item's history instead of a runbook.
The answer sits beside the request. Same space, same product.
01
Intake from email and forms
An incoming message becomes a work item through Automation, with sender, subject and attachment on the case.
02
Assignment and escalation as a rule
A rule decides who owns it, not an arrangement. If a case sits untouched, the automation escalates it.
03
Knowledge article on the work item
The runbook that solves the case lives in the same space and hangs off the item. Whoever improves it improves it for the next case.
04
Approvals for changes
A change to production runs through an approval with roles and a deadline, traceable on the work item.
Everything a service team needs, in the same space.
An email becomes a ticket
Request, knowledge and rule in the same space
Incident, Problem and Change
Custom fields per ticket type
Assignment and escalation as a rule
Effort on the ticket
Message to the channel
Knowledge article on the ticket
Approval of a change
History in one place
Attachment on the case
Request, clarification, fix. And at the end, the runbook for the next case.
The apps behind it. All in the same space, no second tool.
Projects carries the work items, Docs the knowledge, Intranet the announcements to the wider organisation and Automation the rules in between.
Projects
Agile project management for product and engineering teams, with cycles and releases.
Docs
The wiki for your team's knowledge, with version history and export to PDF, DOCX and Markdown.
Intranet
Your organisation's internal home page, with news and a people directory.
Automation
Workflows without code, triggered by events from any app.
Connected to production. Six connections from everyday service work.
Requests from the inbox, questions in the channel, alerts from monitoring, customer data from accounting.
One product, one vendor. Knowledge and work items are the same product.
The knowledge base is not a second application beside the service desk, it is the same space. An article is written where the case was solved, and it is already there for the next one.
One contract, one contact, one roadmap.
No marketplace and no third-party add-ons to run.
Operated in a Swiss data centre or on your own hardware.
Evidence for the compliance review
Information security is certified to ISO 27001 and processing meets the nFADP and the GDPR. The documents are ready before you ask for them.
Questions from service management. Five that come up in almost every first conversation.
Does Collabase support ITIL processes?
Incident, problem and change can be modelled as item types with their own fields and approvals.
How are deadlines monitored?
Through Automation today: a rule checks the age of a work item and notifies or escalates. Deadlines as a field of their own, with reporting, arrive with the ITSM capabilities.
Can approvals have several stages?
Yes. An approval knows roles, order and deadline; the item moves on only once every stage has agreed.
Is there a portal for requesters?
Today Collabase takes requests by email and through forms. A portal of its own for requesters is not part of the current scope.
How does this fit our monitoring?
Alerts from PagerDuty or Datadog can be taken in as a work item, with the triggering event attached.
Other disciplines in the same system.
Test it against your own content. A proof of concept is ready within days.
We set up an instance with your content and you test it against real workflows. In a first conversation we clarify scope, operating model and timing.