Karnex

RMM with a built-in help desk and ITSM

KarnexDesk is support ticketing built into Karnex. Requests arrive from a desktop icon, a web portal, live chat or email already linked to the person's computer, so a technician sees the machine's details and connects in one click, with remote support, RMM and tickets in one web console.

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Why teams need this

When the help desk and the remote tools are separate, every ticket starts with "which computer are you on?" and ends with copying notes from one system to another. Putting them together means the ticket already knows the computer, the technician can fix it from the ticket, and the history stays in one place.

How Karnex handles it

  • Get help from the desktop. The person clicks the Get help icon on their computer, and the ticket arrives tied to that computer.
  • A support portal for your clients' people, with a knowledge base of your help articles.
  • Live chat on the portal: your team takes chats in the Karnex Chat app on Windows, Linux or Android. With the Kara Live Chat add-on, an AI assistant answers first from your public help articles and hands over to a person when it can't help.
  • Email to your support address becomes tickets, and replies are threaded.
  • Connect from the ticket. The ticket shows the computer, and Connect opens a remote session that's listed on the ticket.

Key capabilities

  • Queue tools: priorities, owners and teams, tags, bulk changes, automation rules, response and resolution targets with business hours, custom fields and request types.
  • Time tracking: log time on tickets and export it by client as invoice lines.
  • Customer context: each ticket shows the contact, their other tickets and computers, and matching help articles.
  • ITSM add-on: problems, changes, assets and contracts on top of KarnexDesk, with approvals.
  • Remote support and RMM in the same console. See remote support software and RMM software.

Security and deployment

Technicians limited to some groups see only those groups' tickets and computers. A chat from someone who isn't signed in is marked as unverified. Remote desktop sessions started from a ticket are end-to-end encrypted like any other; see secure remote desktop.

Who this is for

  • MSPs taking requests from many clients. See Karnex for MSPs.
  • Internal IT teams that want a help desk which knows every computer.

Frequently asked questions

Is KarnexDesk a separate product?

It's an add-on to any Karnex plan, on the same subscription, priced per seat. Everyone with permission to work tickets can, and the people sending requests never count.

Can my clients use their own portal address?

Each organization gets its own support portal and support email address, and can send replies from its own email address.

Is live chat included?

Live chat is part of KarnexDesk. The Kara AI assistant that answers first is the Kara Live Chat add-on.

Try Karnex

Start a free trial. KarnexDesk is added when you buy, or on request during the trial.