Hengine unifies every stage of the request lifecycle, from the moment an incident is reported to the satisfaction rating that closes it, into a single accountable system built for teams that treat service delivery as a commitment.
Designed as a multi-tenant SaaS solution, Hengine gives service desk managers, technicians, and requestors a shared view of what is owed, what is at risk, and what is done. Whether you are a small internal IT team or a service organization handling thousands of requests, Hengine scales with your operation.
Where most helpdesk tools record what happened, Hengine enforces what should happen — targets are set, tracked, and escalated automatically.
Service level targets are defined per department and per priority, so the platform follows the way your service desk already divides responsibility.
Every stage of the request lifecycle, from the moment an incident is reported to the satisfaction rating that closes it, lives in one system of record.
Track queue health, SLA compliance, and team workload from a single operational dashboard.
Work an assigned queue, reply to requestors, log internal notes, and close tickets against clear targets.
Raise requests or report incidents, follow progress in real time, and rate the resolution.
Define SLA rules and escalation chains for their department and monitor performance against them.
Review SLA trends, backlog ageing, technician performance, and customer satisfaction in one workspace.
Manage the subscription, technician seats, invoices, and payment methods from a self-serve portal.
Each module works on its own and connects seamlessly with the rest of the platform.
The complete request lifecycle from intake to closure and reopening.
Every ticket carries a complete, auditable thread of everything said and done on it.
Break a complex request into tracked child tasks without losing the parent thread.
Standardise intake for recurring issues so requests arrive complete and consistent.
Departments are the routing and policy backbone of the service desk.
Enforceable service commitments with an automatic chain of accountability.
Compliance status that moves before a breach, not after it.
Fourteen distinct event triggers keep everyone informed without anyone chasing updates.
Control exactly what your organization's messages say and how they are branded.
Real-time internal messaging that lives alongside the ticket queue rather than in a separate tool.
Close the loop on every resolution and measure whether the service actually landed.
Role-aware landing screens so every user sees their own work rather than filtering someone else's.
Four dedicated analysis workspaces covering operations, people, and satisfaction.
Filterable operational reporting that leaves the platform in the formats your organization already uses.
A tamper-evident record of every significant action taken in the workspace.
Manage the people in the workspace and exactly what each of them can reach.
Access control granular enough to match how your service desk actually divides responsibility.
Secure cloud file storage wired directly into tickets and conversations.
Configure the platform to your organization's identity and infrastructure.
Subscription-ready with self-serve billing built into the product.
Each organization operates in a fully isolated environment on its own subdomain. Data is segregated at the database level using tenant UUID identification applied at the query layer, so isolation is enforced structurally rather than by application convention. Subdomain-validated CORS, tenant-scoped session cookies, and request-context resolution enforce that isolation at every layer.
Day-to-day ticketing, collaboration, analytics, and configuration.
Administrators, Technicians, Requestors
Plan browsing, demo requests, and self-service tenant registration.
Prospects and new customers
JWT-based authentication with Passport, issued against scoped issuer and audience claims.
Server-side session records with HTTP-only, SameSite-controlled cookies.
Role-Based Access Control across approximately ninety discrete, individually assignable rights.
UUID-scoped segregation applied at the query layer, preventing cross-tenant data access.
Stored SMTP secrets encrypted at rest using authenticated AES-GCM encryption.
Bcrypt hashing with OTP-verified reset flows and enforced strength rules.
Configurable request throttling with dedicated guards on sensitive endpoints.
Subdomain-validated origin checking on every request.
Server and client-side sanitisation of user-submitted content.
Authenticated, guarded retrieval on every stored document.
Comprehensive activity logs across every module, including login and export events.
Subscription billing, checkout, and payment processing
Scalable document and attachment storage
Transactional and notification email delivery
Real-time chat and live notification delivery
Developer API documentation and integration
Every step is managed within a single platform, eliminating the need for multiple disconnected service management tools.
Compliance flags recalculate across your entire open queue every five minutes and escalate automatically through three tiers of responsibility, so breaches surface while there is still time to act rather than in next month's report.
Replies, internal notes, mentions, attachments, sub-tasks, and a complete change history all live on the ticket itself — nothing lost to inboxes, side channels, or someone's memory.
Purpose-built dashboards for requestors, technicians, and managers mean each person opens the product to their own work, not to a shared screen they have to filter.
Approximately ninety discrete rights let you grant exactly what a role needs — down to who may close a ticket or read a single analytics workspace — with the interface and the API enforcing the same rules.
SLA trends, backlog ageing, department efficiency, workload variance, and satisfaction data turn service delivery from anecdote into measurement your leadership can act on.
Multi-tenant, cloud-ready infrastructure with self-service signup, seat-based billing, and subdomain isolation grows with your team and never requires you to change tools.
Yes. Hengine is built as a multi-tenant SaaS platform. Each organization registers its own subdomain, receives a fully isolated environment, and can begin raising tickets immediately.
Yes. Hengine is multi-tenant by design. Every record carries a tenant identifier applied at the query layer, so each organization operates in a fully isolated environment with no possibility of cross-tenant access.
You define response and resolution targets per department and per priority level. Hengine calculates each ticket's deadlines the moment it is created and recalculates compliance flags every five minutes, moving tickets from green to yellow to red as deadlines approach.
Breaches escalate automatically through three configurable tiers — Officer, Supervisor, and Director — each with its own delay and email recipients. Response and resolution breaches escalate independently, and every escalation is logged and deduplicated so the same event never fires twice.
Yes. Ticket templates let you define reusable request forms with custom fields for common issue types, which standardises intake, speeds up submission, and improves the quality of your reporting data.
Very. Approximately ninety discrete rights are individually assignable, including action-level ticket permissions — assign, close, reopen, put on hold, reply, add note — and separate access to each of the four analytics workspaces. Admin, Technician, and Requestor roles ship preconfigured.
Yes. A built-in real-time chat module provides group and direct rooms with live delivery, message editing, unread tracking, and member management, alongside internal notes on individual tickets.
Through configurable post-resolution surveys with custom questions and rating scales. Skipped surveys are tracked separately from non-responses so scores stay honest, and results feed a dedicated satisfaction analytics workspace.
Seat-based pricing per technician, billed monthly or yearly. Organizations self-manage plan selection, seat count, payment methods, invoices, and cancellation from a built-in billing portal.
Yes. Ticket analytics export to both PDF and Excel, and user directories, invoices, and payment histories have their own export routes. Every export is recorded in the audit log.
Yes. Access is controlled through role-based permissions, sessions are managed server-side with HTTP-only cookies, stored credentials are encrypted at rest, uploaded files are served only through authenticated requests, and every significant action is written to an audit log.
Hengine is ready to change how your organization delivers service, from the moment a request is raised to the satisfaction rating that closes it. Schedule a demo, start a trial, or discuss a subscription plan that fits your size and service commitments.
Hengine — Every Request Answered, Every Commitment Kept.