Does it make us compliant with Saudi PDPL or the NCA controls?

No, and no ticketing system can on its own. It keeps your tickets in the Kingdom or the UAE, or on your servers, with roles, two-factor sign-in and a way to delete a person’s data on request. Your policies and controls stay with you.

Can Riyadh and Dubai run different working weeks?

Yes. Each team gets its own calendar, so Riyadh counts Sunday to Thursday and Dubai Monday to Friday, with their own holidays.

Can an MSP give each client its own SLA and portal?

Yes. Each client is an organisation with its own SLA rules, portal logins and reports, in your one copy.

Does it manage assets and changes like a full ITSM suite?

Partly. It handles requests, incidents, SLAs, a help centre and reports. It is not a full ITSM suite with a CMDB and change approvals; if you need those, tell us and we will say plainly whether Desk fits.

Can users sign in with Microsoft 365?

Yes. We connect Microsoft 365 or Google sign-in and your mailboxes during setup.

What counts as an agent?

Anyone on your IT team who answers or works on tickets in a month. Staff who raise requests are free.

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.

Industries · IT service desks and MSPs

“I emailed IT yesterday” becomes a ticket number, an owner and a one-hour first reply.

For IT service desks at head offices in Riyadh, Jeddah, Dubai and Abu Dhabi, and for MSPs that run IT for dozens of SMEs. Mindcat Desk turns every email, call and portal request into a ticket with an owner and an SLA clock on your own working week, lets users follow it on their phone, and answers in Arabic or English. Hosted in the UAE or the Kingdom, or on your servers, from AED/SAR 99 per agent a month.

Tell us your agent count See Mindcat Desk

Mindcat Desk IT ticketing system in Arabic, right to left: a user 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. — An Arabic request from finance at a Riyadh head office, answered in Arabic by the IT desk.Real screen, sample data

Where an IT desk loses the day

Four things that cost an IT service desk its SLA and its credibility.

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: what is overdue, what is due today, who has it.Illustrative photo

01Requests from everywhereEmail to the shared IT mailbox, a call to the extension, a WhatsApp to the engineer, someone at the desk. Saudi IT partners describe the same thing: no shared queue, no owner, no deadline.

02Two working weeksHead office in Riyadh works Sunday to Thursday, the Dubai office Monday to Friday, and Ramadan shortens both. One SLA clock for all of them is wrong.

03Arabic requestsBranch staff in Al Khobar and Jeddah write in Arabic, the templates are in English, and the reply waits for the one engineer who writes Arabic well.

04Where the data sitsYour security team wants tickets, attachments and user details in the Kingdom or the UAE, and a global help desk that lists no region here starts the review on the wrong foot.

How one request moves

From the user’s email to the month-end report, on one ticket.

A Sunday-morning lockout at a Riyadh head office.

01UserWrites to ITAn email in Arabic to itdesk@: she changed her phone and the authenticator stopped working.On: Email
02IT deskGets a ticketThe email becomes ticket #29016 in the IT Riyadh queue, with a one-hour first-reply clock on the Sunday-to-Thursday calendar.On: Open tickets
03EngineerAnswers in ArabicA saved Arabic reply with the reset steps, and an internal note for the identity team.On: Ticket
04UserFollows itShe sees the reply and the ticket state in the portal on her phone, and replies there.On: Customer portal
05IT managerReports the weekTickets created, closed and in backlog per week, with the list behind each line ready for the monthly IT review.On: Reports

Your mailboxes, Microsoft 365 or Google sign-in, and the Riyadh and Dubai calendars are set up during setup. Everything else works on day one.

Tell us your agent count

Real screens

What your IT team, users and clients see.

Captured from our own running copy with invented sample data. Names, numbers and addresses are not real.

“I can’t tell which requests are about to miss the SLA.”
Every open ticket, sorted by time left
One list per team with the owner, priority and the next deadline. Overdue tickets turn red; unassigned and escalated ones have their own views.
Used by
Service desk manager, team leads
On screen
An IT Riyadh queue with VPN, Wi-Fi, e-invoice and laptop tickets beside a facilities team’s, sorted by escalation.
Open tickets: the next deadline first.
“Riyadh and Dubai don’t work the same week.”
SLA rules on each office’s calendar
First reply, update and solution times per team, priority or client, each on its own calendar with time zone and holidays.
Used by
Service desk manager, MSP owner
On screen
IT Riyadh: one hour first reply on the Riyadh office calendar, Sunday to Thursday.
SLA rules: each office on its own week.
“Users email three times to ask for an update.”
A portal on the user’s phone
Users and MSP clients see their tickets, the state and the latest reply in the phone’s browser, and reply there.
Used by
Staff, MSP clients
On screen
An organisation’s ticket list and one open ticket at phone size.
Portal: the user checks instead of calling.
“The monthly IT review takes two days to prepare.”
Reports by week, month and team
Created, closed and backlog by day, week, month or year, per team or per MSP client, with the ticket list ready to download.
Used by
IT manager, MSP owner
On screen
A sample week with 28 records ready to download.
Reports: the month-end review from the system.

Tell us your agent count

Three IT desks, before and after

Olaya, Al Quoz and Al Khobar.

Invented businesses in real districts, built from how Gulf IT teams describe their work.

01A trading group’s IT desk at Olaya HQ, RiyadhBefore: an Arabic lockout email waits a day in the shared mailbox. After: it is a ticket in the IT queue with a one-hour clock on the Sunday-Thursday week, answered in Arabic from a saved reply.

02An MSP in Al Quoz with 40 SME clientsBefore: one inbox for every client and calls to the owner’s mobile. After: each client has its own SLA, its staff use the portal, and the month-end report per client comes from the system, with hours per client from time tracking.

03A branch office in Al KhobarBefore: a VPN outage reported by phone is fixed and forgotten. After: the call becomes a phone ticket with notes, linked to the user, and shows up in the week’s report.

Built for Gulf IT teams

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

01Data in the Kingdom or the UAEToday. A separate copy for your team, hosted in the UAE or Saudi Arabia, or on your own servers.

02Calendars per officeToday, with your public holidays and Ramadan hours loaded during setup.

03Microsoft 365 or GoogleMailboxes and sign-in connected during setup.

04ArabicPartly today for agents; the help centre and replies work fully in Arabic. We finish the screens your team uses during setup.

05Per-client SLAs for MSPsToday: each client is an organisation with its own rules, portal logins and reports.

06Your phone systemAdded during setup when your PBX can send call events. Phone tickets by hand work today.

What it costs

Per agent, in riyals or dirhams, falling as you grow.

AED/SAR 99 per agent for the first 5, 69 for agents 6 to 20, 49 for 21 to 50 and 39 above that. A 20-agent IT desk pays 5 × 99 + 15 × 69 = AED/SAR 1,530 a month on the shared option. Your own servers hosted by us are twice the agent price. No per-ticket fees, and users who raise requests are free. Price your own team on the Desk page.

FAQ

What IT managers ask about a ticketing system.

Does it make us compliant with Saudi PDPL or the NCA controls?: No, and no ticketing system can on its own. It keeps your tickets in the Kingdom or the UAE, or on your servers, with roles, two-factor sign-in and a way to delete a person’s data on request. Your policies and controls stay with you.
Can Riyadh and Dubai run different working weeks?: Yes. Each team gets its own calendar, so Riyadh counts Sunday to Thursday and Dubai Monday to Friday, with their own holidays.
Can an MSP give each client its own SLA and portal?: Yes. Each client is an organisation with its own SLA rules, portal logins and reports, in your one copy.
Does it manage assets and changes like a full ITSM suite?: Partly. It handles requests, incidents, SLAs, a help centre and reports. It is not a full ITSM suite with a CMDB and change approvals; if you need those, tell us and we will say plainly whether Desk fits.
Can users sign in with Microsoft 365?: Yes. We connect Microsoft 365 or Google sign-in and your mailboxes during setup.
What counts as an agent?: Anyone on your IT team who answers or works on tickets in a month. Staff who raise requests are free.

The brief · one email

Tell us your agent count and the SLA you promise.

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

“I emailed IT yesterday” becomes a ticket number, an owner and a one-hour first reply.

Four things that cost an IT service desk its SLA and its credibility.

From the user’s email to the month-end report, on one ticket.

What your IT team, users and clients see.

Every open ticket, sorted by time left

SLA rules on each office’s calendar

A portal on the user’s phone

Reports by week, month and team

Olaya, Al Quoz and Al Khobar.

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

Per agent, in riyals or dirhams, falling as you grow.

What IT managers ask about a ticketing system.

Tell us your agent count and the SLA you promise.