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An IT support engineer in a thobe at a Riyadh head office helps a colleague in an abaya who holds her phone, two monitors angled away.

Mindcat Desk · Ticketing system with SLAs for Gulf service teams

Every request gets a number, an owner and an SLA clock that runs on your working week.

For IT service desks and MSPs in Riyadh and Dubai, then semi-government service desks, suppliers with SLA contracts, property managers and schools. Email, phone and portal requests become tickets with an owner and a reply deadline counted on your Sunday-to-Thursday or Monday-to-Friday week. Customers follow their ticket on their phone and read the answer in Arabic. Hosted in the UAE or the Kingdom from AED/SAR 99 per agent a month, set up by us, with the go-live date in writing after one morning with your service desk lead.

Tell us your agent countPrice your team
Mindcat Desk ticketing system: the open tickets list with English and Arabic tickets for Facilities Dubai and IT Service Desk Riyadh, with customer, priority, state, owner and escalation time, two tickets overdue in red.
Thirteen open tickets for a Dubai facilities team and a Riyadh IT desk, sorted by how close each one is to its SLA.Real screen, sample data

Where response times slip

Five places a Gulf service desk misses the time it promised.

A tired coordinator in an Al Quoz office holds a desk phone on her shoulder while writing on a paper job sheet, a mobile buzzing beside printed work orders and sticky notes.
Before: a desk phone, a mobile, a shared mailbox and a stack of printed job sheets, with no clock on any of them.Illustrative photo

Every request on the clock · how one request moves

From the first call to the SLA report, on one ticket.

A Saturday-morning cooling failure in a Dubai Marina tower, followed through every person who touches it.

  1. 01ClientCalls or emailsThe tower’s facility manager emails facilities@ and the concierge calls the hotline. The call shows who is calling and their open tickets.On: Email or caller log
  2. 02AgentOpens one ticketOne ticket with a number, the call note and the email on it. High priority from the Facilities Dubai group starts the 30-minute 24/7 clock.On: Ticket
  3. 03Team leadSees it turn redThe open list is sorted by time left. When the first reply is late, the ticket shows the escalation in red and moves to Escalated tickets.On: Open tickets
  4. 04AgentUpdates the clientA reply in English or Arabic from a saved reply, and an internal note for the technician the client never sees.On: Ticket
  5. 05ClientFollows it on the phoneThe facility manager opens the portal, sees every ticket for the tower and the latest reply, without emailing to ask.On: Customer portal
  6. 06OwnerReads the monthTickets created, closed and in backlog by week, per team, with the list behind each line ready to download for the client’s SLA review.On: Reports
Step 1 uses your phone system once we connect it during setup; until then the agent logs the call by hand. Your mailboxes and working calendars are set up during setup. Everything else works on day one.
Tell us your agent count

What it does · real screens

The ticketing system screens your agents and customers will use.

Captured from our own running copy with invented sample data: a Dubai facilities services company with three client buildings and a Riyadh IT service desk with a branch in Al Khobar. Names, numbers and addresses are not real.

  1. “We find out we missed the 30 minutes when the client’s penalty letter arrives.”

    An SLA clock on every ticket

    Each ticket shows when it was created and when its next deadline falls. When the first reply is late, the escalation turns red in the ticket and in every list, so the lead sees it while it can still be fixed.

    Used by
    Agents, team leads
    On screen
    A chiller trip on floors 12 to 15, created 55 minutes ago, with its 30-minute first-reply escalation 25 minutes overdue.
    A Mindcat Desk ticket: “No cooling on floors 12 to 15, Tower B: chiller 2 tripped”, created 55 minutes ago with the escalation highlighted as 25 minutes ago, the facility manager’s email, and the ticket panel with group Facilities Dubai, owner Rashid A., state open and priority 3 high.
    SLA clock: the late ticket is red before the client notices.

  2. “Requests come by email, phone and walk-up, and nobody knows who has which.”

    One list for every request

    Email, phone tickets and portal requests land in one list per team. Saved views show what is unassigned, what is overdue and what is mine, sorted by the time left.

    Used by
    Team leads, agents
    On screen
    Thirteen open tickets across two teams, in English and Arabic, with three unassigned and two escalated.
    Mindcat Desk open tickets list: ticket number, title, customer, group, priority, state, owner and escalation time for a Dubai facilities team and a Riyadh IT desk, with Arabic titles in the same list.
    Open tickets: the next deadline at the top.

  3. “Half my Riyadh team works in Arabic, and so do our users.”

    Arabic tickets, Arabic screens

    Agents can switch the screens to Arabic and the layout runs right to left. Some labels are still in English today; we finish the ones your team uses during setup. Customers write in Arabic and get answered in Arabic.

    Used by
    Riyadh and Jeddah agents, Arabic-speaking users
    On screen
    An Arabic email from finance at Olaya HQ about a phone change and a locked mailbox, answered in Arabic by Faisal M.
    Mindcat Desk in Arabic, right to left: a ticket from سارة ع. who cannot reach her email after changing her phone, the IT agent’s Arabic reply with the two-factor reset steps, and the ticket panel in Arabic.
    Arabic screens: partly today, finished during setup.

  4. “We answer the same question fifty times a month.”

    A help centre in Arabic and English

    A public help centre with categories and answers in both languages. Customers find the answer before they write, and agents link an answer into a reply in one click.

    Used by
    Customers, tenants, staff, parents
    On screen
    An Arabic answer on how to report an air-conditioning fault, with the email to use and when to call instead.
    Mindcat Desk Arabic help centre, right to left: the answer “كيف تبلّغ عن عطل في التكييف” under Buildings and facilities, with the email address, what to include and the 30-minute response for a full-floor cooling failure.
    Help centre: the common answers, in Arabic, before anyone writes in.

  5. “Clients email three times a day to ask for an update.”

    Customers follow their tickets on the phone

    Each customer signs in to a portal that works in the phone’s browser: their own tickets, or every ticket for their organisation where you allow it, each with its state, the latest reply and a button to add a reply.

    Used by
    Clients, tenants, staff who raise requests
    On screen
    A Marina tower’s facility manager sees all 19 of his building’s tickets and opens the chiller ticket.
    Two phone screens of the Mindcat Desk customer portal: My Organisation Tickets with the chiller trip, a stuck lift and a DEWA meter query, and the open chiller ticket with the facility manager’s message and an Add reply button.
    Customer portal: the client checks the ticket instead of calling.

  6. “Phone calls never make it into the system.”

    Calls arrive with the caller’s name and tickets

    When your phone system sends call events, every call shows who is calling, which client they belong to and their open tickets, with ringing, busy, missed and answered calls in one log.

    Used by
    Agents on the hotline
    On screen
    Seven calls from Dubai and Al Khobar numbers, one ringing, one busy and one not reached, each matched to its customer.
    Mindcat Desk caller log: incoming calls from Ahmed R. of Marina Crest, a Najd Trading user in Al Khobar and Priya N. of Business Bay Clinic Tower, with status ringing, busy or not reached and the agent who took each call.
    Caller log: the call is on record, matched to the client.

  7. “The SLA report for the client takes me two days every month.”

    Reports for the month-end review

    Tickets created, closed and in backlog by day, week, month or year, per team, with the ticket list behind each chart ready to download.

    Used by
    Service desk manager, owner, client account manager
    On screen
    A week of sample tickets across both teams, with 28 records ready to download.
    Mindcat Desk reporting: a week chart of tickets created, closed and in backlog from Monday to Sunday, the week picker on week 41 of 2026, and the ticket list with a download button for 28 records.
    Reports: the month-end SLA review without the spreadsheet.
Tell us your agent count

Also included

The rest of the help desk, in one line each.

Mindcat Desk SLA management: Facilities P1 with 30 minutes first response on the Dubai 24/7 calendar, Facilities standard on the Dubai Monday-Friday calendar, and IT Riyadh with one hour first response on the Riyadh Sunday-Thursday calendar.
Three SLA rules on three calendars: 24/7 for cooling and lifts, Dubai office hours, and the Riyadh Sunday-Thursday week.Real screen, sample data

Who it is for

Three Gulf teams that owe a response time, before and after.

An IT support engineer in a thobe at a desk on Olaya Street, Riyadh, helps a colleague in an abaya holding her phone.
IT service desks and MSPs

IT service desks in Riyadh and Dubai, and the MSPs behind them

Before: an Arabic email from a branch in Al Khobar waits in the shared mailbox for a day, and the SLA report is built in Excel. After: it is a ticket in the IT queue with a one-hour first-reply clock on the Sunday-Thursday week, answered in Arabic, and an MSP gives each client its own SLA and portal.

SLA per clientArabic ticketsPortal
An Emirati customer service officer at a service centre counter in Abu Dhabi helps a woman in an abaya reading a document, a colleague typing at the next desk.
Semi-government service desks

Service centres and their contractors

Before: complaints arrive by email, the website form and the counter, and the charter’s 7 working days are counted by hand. After: each complaint gets a reference number and a deadline on the Saturday-Sunday weekend calendar, the citizen follows it online, and the data stays in the UAE or on your own servers.

Reference numbersWorking-day clockOn your servers
A sales coordinator at the trade counter of a spare-parts supplier in Dubai Investments Park checks a tablet while a contractor in hi-vis waits, racks of boxed parts behind them.
Suppliers with SLA contracts

Facilities, spare-parts and equipment suppliers

Before: a facilities supplier in Al Quoz promises a Marina tower 30 minutes on a cooling failure in August, the call goes to a coordinator’s mobile, and the client measures the miss. After: the call or email starts the contract clock, the client sees the ticket in the portal, and the month-end SLA report comes from the system.

Contract SLAsCaller logClient portal

Also used for

Property managers, schools and software teams.

A building manager in a suit talks with the concierge at a residential tower lobby in Jumeirah Lake Towers while a resident waits with a shopping bag.
A tower lobby in JLT: access cards, move-in permits and noise complaints, each with a reference number.Illustrative photo

Desk, Inbox, Maintain or Service Cloud?

Four apps, four jobs. Pick the one that matches your work.

Built for the Gulf

What is ready today, and what we add during setup.

Every row is either true today or work we do during your setup. We say which.

What Gulf service teams needWhere it stands
Data in the UAE or Saudi ArabiaToday. Every client gets a separate copy, hosted in the UAE or the Kingdom, or on your own servers.
SLA clocks on your working weekToday. Each office gets its own calendar and time zone: Sunday to Thursday in Riyadh, Monday to Friday in Dubai, or 24/7 for urgent work. We load your public holidays during setup.
Ramadan hoursAdded during setup each year: shorter working hours on your calendars for the month, so the clock doesn’t count hours nobody works.
Arabic for agentsPartly today. Agents can switch the screens to Arabic and the layout runs right to left, but about 60% of the labels are translated and some are still in English. We finish the screens your team uses during setup.
Arabic for customersToday. The help centre runs in Arabic and English side by side, right to left, and replies go out in whatever language the customer wrote in.
Your mailboxes and sign-inConnected during setup: Microsoft 365, Google or any mail server, and sign-in with your company accounts.
Calls from your phone systemAdded during setup when your phone system can send call events. Without it, agents log calls as phone tickets by hand, which works today.
WhatsAppPartly. Teams that sell and serve on WhatsApp start with Mindcat Inbox. If you want WhatsApp messages as tickets too, we connect it during setup and Meta bills its fees to your own account.

بالعربية

Mindcat Desk in Arabic, for Saudi and Emirati teams.

Mindcat Desk · نظام تذاكر الدعم الفني وخدمة العملاء

كل طلب يصل بالبريد أو الهاتف أو بوابة العملاء يأخذ رقمًا مرجعيًا ومسؤولًا وموعدًا للرد، محسوبًا على أيام عملكم: من الأحد إلى الخميس في المملكة، أو من الاثنين إلى الجمعة في الإمارات، مع الإجازات الرسمية وساعات رمضان.

يرى المشرف الطلبات القريبة من موعدها قبل أن تتأخر، ويتابع العميل طلبه من جواله، ويجد الجواب في مركز المساعدة بالعربية.

البيانات مستضافة في الإمارات أو في المملكة، أو على خوادمكم. السعر لكل موظف دعم شهريًا بالريال أو الدرهم، ويقل كلما كبر فريقكم. واجهة الموظفين بالعربية جزئيًا اليوم، ونكمل الشاشات التي يستخدمها فريقكم أثناء الإعداد.

Prices

Price your help desk: per agent, in AED and SAR.

Set your agent count and where it should run. Customers, staff who raise requests and one read-only owner login are free. Every price is also listed in full below.

Where should it run?

Your monthly price

AED 1,530

SAR 1,530 · USD 416.61 · about AED 77 per agent

One-time setup
AED 9,900
Per-ticket fees
None

AED and SAR are the same number. Excludes 5% UAE VAT and 15% Saudi VAT. AI, SMS and phone-system costs stay on your own accounts. Annual prepay takes 15% off.

Tell us your agent count

The full price list

Every band, option and fee, in writing.

You pay per agent per month. An agent is anyone who answers or works on tickets in that month. The price per agent drops as your team grows: each band’s price applies only to the agents inside that band. Customers, staff who raise requests and one owner or admin login that only reads reports are free.

AgentsAEDSARUSD
1 to 5999926.96
6 to 20696918.79
21 to 50494913.34
51 and up393910.62

Worked example. An IT service desk with 20 agents pays 5 × 99 + 15 × 69 = AED 1,530 a month (SAR 1,530, about USD 416.61). With 5 agents it is AED 495. With 50 it is AED 3,000. With 100 it is AED 4,950.

How you run it changes the multiplier.

OptionPriceMinimum a month
Shared: your own separate copy on our servers, in the UAE or Saudi ArabiaThe agent price above5 agents (AED/SAR 495)
Your own servers, hosted by us in the UAE or Saudi ArabiaAgent price × 2AED/SAR 2,999 (USD 816.61)
In your own cloud or data centre, run by usAgent price × 0.75, and you pay your cloud bill directlyAED/SAR 2,999 (USD 816.61)

One-time setup. Up to 5 agents: AED/SAR 4,900 (USD 1,334.24). 6 to 20: AED/SAR 9,900 (USD 2,695.71). 21 to 50: AED/SAR 19,900 (USD 5,418.65). Above 50: from AED/SAR 39,900, scoped in writing. Setup covers your mailboxes, teams, SLAs and working calendars (your working week, public holidays and Ramadan hours), saved replies in Arabic and English, the help centre with your first articles, the customer portal in your colours, sign-in with Microsoft 365 or Google, and training. Moving tickets over from another help desk is quoted with the setup.

Billed at cost, outside the agent price. AI drafts and summaries (on your own AI account), SMS and your phone system. There are no per-ticket fees. Annual prepay takes 15% off. Prices exclude 5% UAE VAT and 15% Saudi VAT.

Compare help desk options

What 20 agents cost with each option.

The same service desk with 20 agents, priced from each option’s own published price list. Checked on 10 October 2026. VAT is extra everywhere.

Swipe the table sideways to see every column.

Option20 agents a monthData in the UAE or KSAWho sets it upSource
A shared mailbox and ExcelNo software bill. The cost is the SLA nobody can prove and the request nobody picked up.In your mail systemNobodyYour week
Mindcat Desk, sharedAED/SAR 1,530 (USD 416.61). One-time setup AED/SAR 9,900.Yes. UAE or the Kingdom, or your own serversWe do, in Arabic and EnglishThis page
Freshdesk Pro, billed annuallyUSD 1,100 (USD 55 per agent). Pro is the plan that lists multiple SLA policiesIts help centre lists a UAE data centre, no Saudi oneYou dofreshworks.com
Zendesk Suite Team, paid yearlyUSD 1,100 (USD 55 per agent)Not statedYou dozendesk.com
Zoho Desk Professional, billed annuallyUSD 460 (USD 23 per user)Zoho lists data centres in the UAE and Saudi ArabiaYou do, or a Zoho partnerzoho.com
Jira Service Management Standard, monthlyUSD 400 (USD 20 per agent)Not stated for the UAE or KSAYou do, or an Atlassian partneratlassian.com
Install a help desk yourselfServers, plus an engineer to install, update, back up and secure itWherever you host itYour engineerYour quote

The cheapest global tools cost about what we do before setup. Our price adds the copy in the region, the calendars and Arabic done for you, and a team that answers in your time zone. Ask each option three questions: where the tickets sit, who loads your working week and holidays into the SLA clock, and who answers when a mailbox stops pulling email on a Sunday.

How we start

From agent count to go-live, with the date in writing.

No demo maze and no annual contract to start. You see the plan and the price before you pay anything.

A team lead stands beside a wall screen at a Business Bay office and talks to four seated service desk agents with headsets around their necks.
The morning stand-up we plan around: what is overdue, what is due today, and who has it.Illustrative photo

Why Mindcat

Hosted in the region. Set up and run for you.

Where it fits

Your industry and your seat.

FAQ

What buyers ask about a ticketing system.

Can our tickets stay in the UAE or Saudi Arabia?
Yes. Your copy runs in the UAE or the Kingdom on our servers, or in your own cloud or data centre at the agent price × 0.75, with the source code handed over. Each client has a separate copy and database.
Can SLAs run on a Sunday-to-Thursday week and Saudi public holidays?
Yes. Each team gets its own calendar with its working days, hours, time zone and holidays, so Riyadh and Dubai can run different weeks in one system. We load your holidays and Ramadan hours during setup.
Does it work in Arabic?
Partly. Agents can switch the screens to Arabic and the layout runs right to left, but some labels are still in English today. The help centre and customer replies work fully in Arabic. We finish the screens your team uses during setup.
Is this the same as Mindcat Inbox?
No. Inbox is for sales and service conversations on WhatsApp. Desk is for formal requests by email, phone and a portal that owe a response time. Many teams need one or the other; if you need both, they run side by side.
Should we use Salesforce Service Cloud instead?
It depends. If your customers, contracts and sales already live in Salesforce, Service Cloud keeps cases next to them, and we implement it. If you want a stand-alone help desk at a per-agent price, hosted in the region, Desk is the simpler start.
Can we move from Freshdesk, Zoho Desk or a shared mailbox?
Yes. We move your open tickets, customers and help centre answers during setup, quoted with the setup fee. From a shared mailbox, we connect the mailbox and start from today.
Can an MSP give each client its own SLA?
Yes. Each client is an organisation with its own SLA rules, its own portal logins and its own reports, all in your one copy.
Who can see our tickets, and how is it backed up?
Only your team. Your copy has its own database; agents sign in with Microsoft 365, Google or a password with two-factor login, and roles decide which teams see which tickets. We back it up every day to storage in the same country, apply security updates, and you can export everything at any time.
Is AI included?
No. AI summaries and reply drafts work with your own AI account, connected during setup, and the AI provider bills you at cost.
What counts as an agent?
Anyone who answers or works on tickets in a month. Customers, staff who raise requests and one read-only owner login are free.
What is it built on?
Mindcat Desk is built on Zammad, licensed under AGPL-3.0, and any changes we make to it will be released under the same licence. We are not affiliated with the Zammad Foundation. Your copy will link to the source code of our version.

The brief · one email

Tell us your agent count and the response time you promise.

The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.

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