IT service desk platform
A service desk platform that knows who it's talking to.
A service desk is where a promise to a client becomes an action on their systems. Most platforms are excellent at tracking the action and silent on the promise — who asked, and whether they were entitled to. Certra closes that gap without adding a second tool.
Everything a service desk has to hold
Queues, SLAs, assignment, notes, the history of a machine and the person who last touched it — a platform that loses any of that is not worth running. Certra covers the day-to-day mechanics: intake from phone, email and chat, tickets that stay tied to the customer, site and contact, and a history you can read back months later without guessing.
The step most platforms leave to the engineer
Every desk performs actions that hand over access: a reset, a new admin, a forwarding rule, a released credential. On most platforms the decision to trust the person asking happens in someone's head and is never written down. Certra makes it a step in the ticket — factors checked, a rating produced, and a named approver where the account calls for one.
One platform instead of a stack
The usual arrangement is a ticketing tool, a CRM, a password manager and a spreadsheet of who is allowed to authorise what. The gaps between them are where mistakes live. Certra holds the customer record, the request and the credentials in one system, so the check happens in the flow rather than in the handover between tools.
In short
What you get
Multi-channel intake
Phone, email and chat arrive as one ticket on the right account.
Identity in the workflow
Sensitive actions confirm the requester before they run.
One history
Tickets, approvals and credential access share a single audit trail.
Questions
Frequently asked
What makes this different from a general IT service desk platform?
A general platform assumes the requester is already known — it was designed for a company supporting its own staff. Certra is built for supporting other organisations, so confirming who is asking is a step in the ticket rather than an assumption, and the result is recorded.
Does it replace our ticketing system and CRM?
That is the intention. Certra holds customers, sites, contacts and approvers alongside the tickets and the credentials vault, so there is no second system to reconcile and no re-keying between them.
Can we still move quickly on routine tickets?
Yes. Only the actions you mark as sensitive are gated. Everything else flows through at the speed of a normal desk, and the check itself runs against factors already held on the contact record, so it takes seconds.
Know who you’re really talking to, before you act.
Thirty minutes, using one of your real client accounts. We’ll set up its verification flow and run a live check with you.