An ONYX product · Helpdesk system
ONYX Helpdesk is a ready-made product for running IT support. No server to build, no licenses to buy, no annual contract to sign: sign up, add your team and go live today. When you outgrow it, hand the queue to ONYX engineers.
Free plan · No card required · Managed support from 180 ₼
The problem
Requests stay in WhatsApp, in email and in hallway conversations. Who picked up what, and what is still open, is written down nowhere.
Which laptop is with whom, when a license expires, how the same problem was fixed last time — the answer sits only with your IT person. When they take leave, support stops with them.
How many requests came in this month, what the average response time is, where the hours actually go — with no measurement you can neither plan the IT budget nor end the argument.
ONYX Helpdesk closes all three: every request gets an owner and a deadline, every device gets into the register, and every fix stays in the knowledge base — even when the team changes.
From logging a request to tracking equipment — without a pile of separate tools and Excel sheets.
A call, an email or the portal — everything lands in the same queue. Every request gets an owner, a priority, an approval step and a full history.
Reaction and resolution targets are set per priority. The timer runs, and before it expires the system warns and escalates on its own.
Which device is with whom, when a warranty or license expires, when a contract must be renewed, how much is depreciated — all in one register.
Servers and network are watched around the clock. When something fails, a ticket opens by itself and reaches a specialist — before staff pick up the phone.
A problem solved once is written down once and stays with the team. People change; the experience stays in the company.
Onboarding, offboarding, an equipment request — each one a structured form. You decide who is allowed to ask for what.
How many requests, in what time, with what result. When a request closes the user rates it — support quality becomes a number, not an opinion.
A specialist connects to the desktop from inside the ticket. The session runs through ONYX’s own server — no third-party cloud.
Who can see and change what is set by role, and every action stays in the audit trail. Each customer’s data is isolated separately.
Two operating models
The same system, two different models — and moving between them costs nothing. No boxed product offers that: the platform and the engineers come from the same company.
You run the system yourself. Requests land in your internal queue, your own specialists close them, and you escalate the hard ones to ONYX.
Requests go straight into the queue of ONYX engineers. We work the requests, the monitoring and the reporting — you get the outcome and response times fixed by contract.
How many users, how many devices, how requests reach you today — we look at that and choose the right model together.
Users, categories, response targets, request forms and the device register are handed over ready to use.
Your team starts logging requests from day one. The report arrives every month by itself: how many requests, in what time, with what result.
Plans
The free plan needs no card. Managed support is priced by an open, device-count formula — see the formula and the tiers on the pricing page.
forever, no card
To try the system with your own team.
based on your company size
The full system for your own IT team.
per month — based on device count
For those who hand IT support over to us entirely.
A junior IT specialist in Baku costs roughly 850–1,100 ₼ a month all-in — and they take leave, fall ill and resign. Managed support starts at 180 ₼, response times are fixed by contract, and the whole history stays in the system.
The issue is not today. When your IT person goes on leave, falls ill or resigns, the entire history leaves with them. The system keeps that knowledge inside the company: every request, every fix and every device stays written down. And when you grow from 40 people to 80, one person cannot hold the same pace — the system can.
For a while, yes. Then requests become impossible to find in the chat, and the sheet stops being updated past a hundred rows. You can see neither the average response time nor who is responsible for what. In the system every request has an owner, a timestamp and a history — and nobody can delete it by accident.
Both are possible. ONYX Helpdesk runs in two models: requests are either closed by your own internal IT team, or they go straight into the queue of ONYX engineers. The model can be changed later — data and history stay put.
The price is calculated from an open, device-count formula and starts at 180 ₼ per month. For comparison: a junior IT specialist in Baku costs roughly 850–1,100 ₼ a month all-in. The full formula and the tiers are on the pricing page.
On ONYX’s own infrastructure, on servers we operate ourselves. Each customer’s data is isolated separately, access is granted by role, and every action is recorded in the audit trail. Remote-support sessions also run through our own server.
Signing up on the free plan takes minutes and you can start logging requests the same day. A full setup — users, categories, response targets and the device register — usually takes a few working days.
A helpdesk system is software that collects your staff’s IT requests in one place, prioritizes them and tracks each one to resolution. Unlike WhatsApp or email, every request has an owner, a deadline and a history — which makes support measurable and manageable.
Start on the free plan today, or ask for a consultation — we look at your situation and propose the model that fits. No commitment.