Capabilities

What ships with RapidDesk.

01

Conversational deflection

Resolve 40–60% of tier-1 tickets with retrieval-grounded AI before a human is paged.

02

Triage & routing

AI classification, priority, and assignment with skills-based routing.

03

Knowledge ops

Living knowledge base, AI-curated, agent-validated.

04

ITSM core

Incident, change, problem, request fulfilment — ITIL-aligned.

05

Customer & employee channels

Web, mobile, Slack, Teams, WhatsApp — one queue.

06

Analytics & SLO governance

SLOs, error budgets, post-mortems — without the spreadsheet pain.

Architecture

Built for the audit, not the demo.

Cloud-native

Container-first, autoscaling, multi-region. Deployable on AWS, Azure, GCP, OCI, or your VPC.

Open and composable

API-first. Webhooks. SDKs. We do not believe in lock-in — switching cost should be a feature.

Governed by default

RBAC, audit logs, lineage, policy-as-code. Audit packs available under NDA.

What to expect

Outcomes you can hold us to — by horizon.

0–90 days

Foundations

Outcome tree, baseline metrics, and a working pilot in production by day 90 — defensible with finance, signed off by risk.

3–12 months

Scale

Squad expansion across the next 2–3 value pools. Live-parallel cutovers. Capability uplift inside the client team.

12+ months

Run & optimise

Managed run with named SLOs, quarterly value reviews, and a continuous-improvement budget reserved for innovation, not toil.

RapidDesk in production

Where RapidDesk is running.

All case studies →

Aviation

How we engage

Three commercial models. One outcome standard.

We avoid open-ended retainers. Every model names its outcome and its measurement window in the contract.

01 · Diagnose

Fixed-price diagnostic

2–4 week engagement. Outcome tree, baseline metrics, prioritised value pools, and a board-ready 18-month roadmap. Stop-go decision in week 4.

From USD 80k · 2–4 weeks

02 · Pilot

Outcome-linked pilot

8–12 week engagement to ship one value pool, end-to-end, with a measurable KPI commitment. Joint squads with the client team. Live-parallel before cutover.

Outcome-linked + capped fee · 8–12 weeks

03 · Scale & run

Programme + managed run

Multi-quarter scale-out with managed services on top. Quarterly value reviews. SLO-tied annual incentive. Capability transfer by design.

T&M + outcome incentive · Multi-quarter

FAQ

Frequently asked questions

How is this priced? +

Per-seat for HR/Desk; per-workload for Hub/Lend/AI/Data. Volume tiers and commitments available. We avoid surprise overages.

Can it run on-prem / sovereign cloud? +

Yes. We have shipped sovereign deployments in three jurisdictions.

Open source? +

Mixed — many of the building blocks are open source; the platform itself is commercial. Source-available terms available for some clients.

Will you customise it? +

Within reason. Our architecture is designed for extension, not customisation. Most customer-specific work goes into composition, not core.

How does it integrate with our stack? +

120+ pre-built connectors, plus REST/GraphQL/webhook integration patterns. We integrate with your IdP, observability, and ticketing.

Migration path from incumbent? +

We have migration patterns for common incumbents. Discovery / migration scoping in 2 weeks.

RapidDesk · executive demo

See RapidDesk on your data, in 30 minutes.

A platform partner walks you through the relevant capability — and answers the hard procurement questions.

Book a Demo

Service ops that resolves before the ticket opens.