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Categories, priorities, attachments
Six categories from software to on-site, four priorities, file attachments, search and filters by status, priority and 'mine'.
WaveTicket — early access, by MrZaKaRiA IT Solutions
IT support desk for service providers: SLA tickets, on-site visits and client-approved quotes
WaveTicket is a help desk built for IT service companies that support several client businesses. Client staff open tickets; your agents and technicians work them against SLA clocks set by priority, schedule on-site visits, and turn hardware or service needs into quotes that the client's decision-maker approves line by line. Each client sees its own dashboard and gets a monthly PDF report showing the value of the contract.
SCROLL
4 SLA levels
Response and resolution clocks per priority, from Critical — 15 minutes and 2 hours — to Low.
9 states
A ticket workflow with guarded transitions, from New through On site to Closed.
Line by line
Clients accept, reject or adjust each line of a quote instead of all or nothing.
2FA for all
Every user must change the first password and set up two-factor login before using the app.
What it is
One flow for tickets, technicians and quotes
IT service companies usually juggle a ticket tool, a calendar for technicians and spreadsheets for quotes. WaveTicket, built by MrZaKaRiA IT Solutions, puts them in one flow: a ticket can become an on-site visit or a quote, and its status follows along automatically.
It is built for multi-client support: each client company's data is strictly separated, client users see only their own tickets, and your internal team sees everything. WaveTicket is in early access — version 1.0 alpha, in French — and we are looking for IT companies who want to shape it with us.
What is inside
Built for IT companies that support several clients
These features are in the current alpha build.
SLA
Clocks that flag risk
Response and resolution deadlines per priority. The first reply stops the response clock, and tickets near or past a deadline are flagged.
Workflow
Nine guarded states
From New and Assigned through Awaiting quote, Awaiting approval and On site to Resolved and Closed, with only valid moves allowed.
Quotes
Approved line by line
Agents request a quote, managers build it, and the client's decision-maker accepts, rejects or adjusts each line before it becomes an order.
On site
Technician dispatch
Request a visit, assign a technician and a time slot, and follow it from en route to on site to completed.
Conversation
Notes clients never see
A thread per ticket with internal notes hidden from the client, and an event log of every change.
Remote access
Credentials at hand, encrypted
Each requester's remote-access IDs and passwords appear on the ticket, encrypted at rest, ready to copy.
Reporting
Monthly PDF for each client
Unblocks, SLA compliance, categories, priorities, top agents and on-site and quote activity, compared with last month.
Security
Secure from the first login
Forced password change, mandatory two-factor login, throttled sign-in and bulk user import with one-time credential PDFs.
Early access
How early access works
A small group of IT companies, working with us directly.
01
Talk
Tell us how you support your clients today and where tickets, visits and quotes get lost.
02
Pilot
We set up WaveTicket for your company and a first client.
03
Use
Your team works real tickets for a few weeks.
04
Shape
Your feedback decides what comes next: email alerts, English, the ERP connection.
05
Grow
Add your other clients once it fits the way you work.
The catch, in our words
What early access means
WaveTicket is an alpha. The interface and reports are in French only. It does not send email notifications yet. Contracts and billing schedules exist in the data model but cannot yet be edited on screen. The connection to RIVER ERP for quotes is a simulation today, not a live integration.
Automated test coverage is still minimal, and there is no public demo yet. That is why it is offered as early access to a few companies who want to shape it, not sold as a finished product. If you need a mature help desk today, we will tell you so.
Clients
What clients say about working with MrZaKaRiA IT Solutions
Named clients, on the engagements they actually ran with us — build, ERP and hosting work rather than reviews of this specific product.
The web design services provided by MrZaKaRiA are top-notch. The aesthetics, functionality, and user experience of our website have significantly improved. We’ve received numerous compliments from our clients. Highly recommended!
GMAB
CEO & Founder, GMAB
MrZaKaRiA programming services are exceptional. They’ve helped us develop robust ERP solution that have streamlined our operations. Their team is knowledgeable, efficient, and a pleasure to work with.
ALFIRMA
Manager, ALFIRMA
As a startup, we needed a reliable partner for our online presence. The web design, programming, and hosting services we received were outstanding. MrZaKaRiA played a crucial role in our success. We couldn’t be happier!
SHI
CEO & Founder, SHI
We’ve been using MrZaKaRiA hosting services for over a 4 year now, and the uptime is fantastic. Our website loads quickly, and we’ve experienced no downtime. Their customer service is responsive and helpful whenever we have questions.
BANG SHOPPING
Manager, BANG SHOPPING
FAQ
WaveTicket: questions IT companies ask
Honest answers about an early-access product.
IT service providers and IT departments that support several client companies and need SLA tracking, on-site technician dispatch and client-approved quotes in one tool.
2
How are SLAs handled?
Each ticket gets response and resolution deadlines from its priority, from Critical (15 minutes and 2 hours) to Low (24 and 72 hours). The first agent reply stops the response clock, and tickets close to or past a deadline are flagged.
3
Can our clients approve quotes themselves?
Yes. The client's owner or decision-maker reviews the quote and accepts, rejects or adjusts each line, then submits the accepted lines as an order.
4
Can clients see each other's data?
No. Client users only ever see their own company's tickets. Your internal staff see every company.
5
Is it secure?
Every user must change the first password and set up two-factor login before using the app. Sign-in is rate-limited and remote-access credentials are encrypted at rest.
6
Is it available in English?
Not yet. The current build's interface and reports are in French.
7
Is it ready for production?
It is an early-access alpha. It works for the flows on this page, but it does not send email yet and its test coverage is minimal, so we run it as a pilot with you rather than selling it as finished.
Early access
Shape the help desk you actually need
If you run IT support for several businesses, we would like to hear how you work. Early-access companies get WaveTicket set up for them and a direct line to what gets built next.