Service Desk & Support Teams
Centralise tickets, track SLAs, and resolve issues faster with real-time collaboration tools.
Solutions BrightNow
BrightNow.
Service & Maintenance that runs in real time.
- Resolve issues faster with real-time collaboration
- Standardise service delivery with workflows & approvals
- Track time, SLAs, and performance with dashboards
Built for teams that keep operations moving.
Maintenance & Field Operations
Coordinate field work, manage schedules, and capture on-site data with mobile-first tools.
Technical Customer Support
Deliver remote troubleshooting with AR support, reducing travel costs and downtime.
Facilities & Site Teams
Manage buildings, assets, and recurring maintenance with structured workflows.
Contractors & Vendors
Streamline approvals, share availability, and maintain clear communication with external teams.
Operations Leaders
Gain visibility into workload, performance metrics, and operational bottlenecks.
Operational challenges we solve.
Slow ticket resolution and unclear ownership
High back-and-forth between field and office teams
Too many tools: chat, email, spreadsheets, calls, forms
Inconsistent service processes and approvals
Little visibility on time spent, workload and SLA performance
Knowledge trapped in people's heads
How it works.
Capture
Request intake
Tickets, forms, QR codes, links. Capture issues from any channel into one system.
Triage
Smart assignment
Route by rules, priority, team, and SLA. Automatic escalation when needed.
Resolve
Real-time action
Chat, video, AR guidance, tasks, everything needed to fix issues fast.
Learn
Continuous improvement
Build knowledge, track patterns, prevent recurring issues.
Modular by design. Powerful together.
Start with the modules you need today, then expand as your operation grows.
Ticketing
Centralise requests with SLA tracking and smart assignment.
- SLAs, assignment, prioritisation
- Asset context per ticket
- Status, comments, history
Communication
Connect teams with video, AR, and real-time messaging.
- Video calls with Augmented Reality
- Live chat + group calls
- Faster diagnosis, fewer site visits
Knowledge
Build a searchable library of solutions and procedures.
- Knowledge library & SOPs
- Attach media, instructions, templates
- Link knowledge to tickets/assets
Workflow
Standardise processes with approvals and automation.
- Approvals + custom forms
- Notifications + audit trail
- Standardise processes across teams
Schedule
Coordinate availability and plan work efficiently.
- Plan priorities & meetings
- Share availability
- Calendar sync
Tasks
Track execution with dashboards and time logging.
- Dashboards for team execution
- Time spent and value tracking
- Project/task coordination
Built for real operational scenarios.
Remote troubleshooting with AR
Guide field teams or customers through complex fixes using augmented reality video calls.
Service desk triage and SLA routing
Automatically route tickets by priority, type, and team with SLA enforcement.
Preventive maintenance execution
Schedule and track recurring maintenance with checklists and compliance logging.
Contractor coordination
Manage external vendors with approvals, availability sharing, and clear handoffs.
Client-facing support portal
Let clients submit tickets, track progress, and schedule time with your team.
Knowledge-driven resolution
Surface relevant solutions automatically when recurring issues are detected.
Operational insight you can act on.
- Time spent per ticket / team / category
- SLA performance and bottleneck tracking
- Recurring issues + root cause patterns
- Asset history and maintenance trends
Need deeper analytics? We build custom dashboards and decision intelligence using Power BI and your data stack.
Talk to us about dashboardsFits your stack.
API & Webhooks
Coming soon
Coming soon
Frequently asked questions.
Yes. BrightNow handles both internal operations (maintenance, facilities, IT) and external client-facing support with customisable workflows for each use case.
Absolutely. Build custom forms, approval chains, and automated workflows without code. Every process can be tailored to your specific requirements.
During a video call, technicians can overlay annotations, diagrams, and instructions onto the live camera feed. Remote experts can guide on-site teams through complex fixes in real time.
Yes. Time tracking is built into tickets and tasks. Dashboards show SLA compliance, response times, resolution rates, and team workload at a glance.
BrightNow integrates with Power BI and supports API/webhooks for custom integrations with your existing stack. Microsoft 365 and Google Workspace integrations are coming soon.
Yes. Start with the modules you need (e.g., Ticketing + Communication) and add more as your operation grows. Each module works independently and together.