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FlowDesk

AI ITSM & ServiceOps console

An AI ServiceOps (ITSM) console that runs incidents, problems, changes, and DBOps together with an AI Copilot. From the ticket queue to a Major Incident Room, CMDB, and operations reports, it covers the full IT service operations lifecycle on one screen.

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FlowDesk — Board
acme · Q2 2026Board
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/02PROBLEM

The problems FlowDesk
solves

This product was built to solve the recurring operational and development challenges found in real environments like the ones below.

CONTEXT

An AI ServiceOps (ITSM) console that runs incidents, problems, changes, and DBOps together with an AI Copilot. From the ticket queue to a Major Incident Room, CMDB, and operations reports, it covers the full IT service operations lifecycle on one screen. Existing solutions were either not operator-friendly or built in a way that piled up maintenance costs. UNISYS redesigned this into a product that's owned all the way through operations.

/03FEATURES

Key Features

The core features FlowDesk provides. Every feature is delivered in an operable form.

F-01

Operations dashboard · User portal

The agent dashboard monitors major incidents, the work queue, SLA risks, DB health, and AI recommendations on one screen, while the user portal offers AI search, a service catalog, and announcements/FAQ.

F-02

AI Copilot · AI operations assist

From the AI Copilot in ticket detail to automatic risk scoring for access requests, SQL review, and knowledge document generation, OpenAI-based AI assists across operations.

F-03

ITSM processes (Incident · Problem · Change)

Run a Major Incident Room (live timer · timeline · runbooks), problem management (5 Whys RCA · Known Error), and change management (calendar · approval routing) along ITIL flows.

F-04

DBOps · SQL · ETL

Unified management of DB instances, access requests, SQL execution requests (editor · rollback · Explain · AI review), and ETL pipelines (DAG · run history · DQ issues).

F-05

Tickets · Kanban · CMDB · Reports

A ticket queue (tabs · filters · pagination), a 6-column Kanban (drag-and-drop), a CMDB dependency map (SVG graph), and operations reports (SLA · per-team · CSAT).

F-06

Permissions · Workflow designer

Role-based access plus an admin workflow designer and SLA/AI settings to configure your organization's operating rules.

/04ARCHITECTURE

Technical Architecture

An overview of the technologies FlowDesk runs on.

C-01
Frontend
Next.js 16 (App Router · Turbopack) · React 19 · TypeScript · Tailwind 4
C-02
Backend
Next.js Route Handlers · Prisma 7 (@prisma/adapter-pg) · jose (JWT) · bcryptjs
C-03
Database
PostgreSQL 16
C-04
AI / Deploy
OpenAI · Cloudflare Workers (OpenNext · wrangler)
/05FAQ

Frequently Asked Questions

The questions we hear most often when evaluating adoption.

A basic setup (tickets · dashboard · portal) typically takes 2–3 business weeks; 6–8 weeks when in-house DBOps, ITSM processes, or custom integrations are required.
Yes. With a Next.js + PostgreSQL setup you can run it on your own infrastructure, or deploy it to Cloudflare Workers (OpenNext).
It provides a REST (Route Handlers) interface with JWT authentication, and you can map and integrate existing assets and services via the CMDB and service catalog.
Depending on the package, you can choose a business-day response SLA or a 24/7 operations SLA, and the in-product SLA risk monitoring and operations reports track compliance.
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