Question 1

What is ReQuest DESK?

Accepted Answer

ReQuest DESK is an AI-first service management platform. You describe what your organisation does — or point it at a document — and it builds your service catalog, classifies every incoming request across email, chat, WhatsApp and voice, and routes each one to the right owner with a committed resolution time.

Question 2

How is it different from a traditional service desk or an AI chatbot?

Accepted Answer

Traditional platforms make you configure the catalog by hand over months. AI-augmented tools bolt a chatbot onto an existing ticket form. ReQuest is AI-first: the catalog generates itself from your own documentation, and AI classification is the core of the request flow — not an optional add-on.

Question 3

How long does it take to go live?

Accepted Answer

Days, not months. The AI Builder session, catalog review and portal configuration can typically be completed in a single working day, and the platform delivers value from the first day of operation.

Question 4

Do I need an IT team or technical specialists?

Accepted Answer

No. ReQuest removes the specialist configuration burden entirely — the AI does the work that consultants and administrators have always had to do by hand.

Question 5

Which channels does it support?

Accepted Answer

Web portal, embedded chat widget, WhatsApp and other messaging apps, and voice (transcribed). Every channel produces text, which the same AI classifier processes identically.

Question 6

How does it avoid wrong answers or hallucination?

Accepted Answer

Every request is matched against your own service catalog and knowledge base and confirmed with a confidence score, so answers come from what you actually offer. The platform routes anything outside known patterns to a human with context.

Question 7

What is the AI allowed to do on its own?

Accepted Answer

Only what you grant. Autonomy is set per request type and per resolution step — the AI can own a step, hand it to a human, or wait behind an approval gate. High-stakes actions like refunds, policy exceptions or clinical questions are typically gated: the AI prepares everything, a human approves. Full autonomy is a switch, never a default.

Question 8

Does it integrate with the systems we already use?

Accepted Answer

Yes — through connectors and skills. Connectors let the desk act inside your existing tools (calendars, CRMs, billing, ticketing) so your systems stay the source of truth. Skills package how to operate one of your systems or procedures — teach it once, and every request type that needs it can use it.

Question 9

Can it handle bookings and scheduling?

Accepted Answer

Bookings are built in. Appointments, resources and time slots are first-class: the desk offers times, books them, and absorbs reschedules.

Question 10

Is it only for IT?

Accepted Answer

No. It works for salons, clinics, facilities teams, professional services, trades and local government just as well as IT — any organisation that delivers defined services.

Question 11

Does it work for MSPs managing multiple clients?

Accepted Answer

Yes. A single deployment supports multiple scoped catalogs through the service registry — one platform, N clients, each with its own branded portal.

Question 12

What does it cost?

Accepted Answer

Priced for access, not for enterprises — no six-figure license and no implementation tax. Start with a pilot and go live in days, then scale as your service layer grows.

See your service desk live.