Give every call a clear owner.
Use the logging workflow directly or configure automatic call creation. Allocate to a technician, place work in a queue or apply rota rules for automatic allocation.
LEGENDService platform
From support enquiry
to resolution.
A service platform designed around the people doing the work. Bring logging, allocation, communication and activities into one workflow, with less manual entry and a clear record of each customer request.
In active development. The capabilities below describe the product direction; availability depends on the current release and configured integrations.
Designed for the service desk
Less administration.
More time for customer support.
LEGEND is designed to reduce repeated data entry and help technicians act on the information already available, from the first email to the final response.
Two-click call creation
From an email to a complete service call.
In the configured logging workflow, create a service call in two clicks, including creation of the corresponding call in a supported ERP. Customer context and allocation are part of the process, rather than a separate sequence of manual entries.
A shorter route through a routine task, with the details still available for review.
Keep the right people informed.
Automate customer acknowledgement emails and alert the assigned technician through configured Teams, email or mobile notifications.
Keep the conversation with the call.
Record incoming and outgoing responses automatically as activities, with publication to the linked ERP service call where configured. Associated emails can be filed to the customer’s folder when the call closes.
Keep useful detail close at hand.
Preview attachments within the service call and retain the logger’s notes. Authorised users can amend call details after creation as circumstances change.
See what needs attention.
Review all calls, an individual technician’s workload, outstanding work or calls requiring attention. Search across a broad range of fields to locate the right record quickly.
Use language that helps the team.
Maintain detailed problem types, subtypes and administrator-controlled statuses. Keep the distinctions your team needs while mapping them to broader external reporting categories.
Operational detail. Consistent reporting.
Keep the detail your team needs.
A broad ERP category can be useful for management reporting while leaving a technician unsure what actually needs doing. LEGEND preserves the distinction.
| In LEGEND | In the ERP |
|---|---|
| Change Request | Support Assist |
| Restore Test DB | Support Assist |
| WFC — waiting for customer response | Pending |
| CIT — waiting on customer IT | Pending |
Your ERP can join the workflow.
It does not have to be the workspace.
LEGEND is designed around its own operational record. External connections are optional, with clear responsibilities for the facts exchanged and the behaviour when a connection is unavailable.
Existing ERP and reporting tools can continue to serve management. LEGEND’s focus is helping the support team deliver the service.
Mappings, supported integrations and workflow availability depend on the agreed implementation.
Is it a fit?
Built around the people delivering support.
Our focus is small support and specialist service teams. That can be an independent business or a focused team inside a larger organisation.
Do we need an ERP system?
No. LEGEND’s direction is to be useful as a standalone operational workspace. External connections are optional and should earn their place by helping the team.
Is this intended as a full ERP replacement?
No. LEGEND focuses on service and support operations. Finance and other business functions can remain in the systems responsible for them.
Can we buy or sign up online?
We are in active development and are not offering an instant online sign-up here. Contact us to discuss current capability, suitability and possible next steps.
What about pricing and implementation?
Please speak to us about your team and environment. We are not publishing a standard pricing plan or a guaranteed implementation timetable at this stage.
Discuss your requirements
A clearer workflow for your support team.
Tell us how requests arrive, how work is allocated and which systems need to be connected.