Helpdesk and IT service management
A complete helpdesk, ready on day one
ORENdesk puts tickets, IT assets, SLAs, projects and reports in one platform. It suits a small startup or a large enterprise.
ORENdesk is helpdesk and IT service management software from ORENCloud for support and IT teams in Malaysia and the region. It covers email ticketing, SLAs, asset inventory, workflows and reports. Both editions have unlimited agents. Ticketing is RM 199 a month with 50 GB storage. ITSM is RM 255 a month with 100 GB. Setup and 24/7 support cost extra.
Related: glossary, FAQ, about ORENCloud and trust.
- Price
- From RM 199 per month
- Agents
- Unlimited, no per-agent fees
- Hosting
- Our cloud, private cloud or air-gapped
Follow one ticket from inbox to survey
Stage 1 of 6
An email arrives
A user writes to your support address. The shared inbox picks it up for the whole team, so nothing sits unread in one person's mailbox.
- Shared support mailbox for the team
- Requests can also come in by chat, phone or form
- Sender matched to their user record
It becomes a ticket
The email turns into a numbered ticket with a category, priority and the full thread. It links to the user's laptop, location and any related contract.
- Linked to assets, users and locations
- Custom fields and forms per request type
- Separate entities for each company or unit
The right person gets it
Rules route the ticket to the right group or technician. Requests that need sign-off go through an approval step first.
- Routing by category, entity or location
- Approval workflows
- Role-based access to every queue
The SLA clock starts
Response and resolution targets count down by priority and business hours. Reminders and escalations fire before a target is missed.
- SLA targets per priority
- Alerts by email, SMS or push
- Live SLA view on dashboards
The problem gets fixed
The technician checks the knowledge base or connects to the user's computer with private remote desktop, fixes the issue and records the solution.
- Built-in private remote desktop
- Searchable, role-based knowledge base
- Every action in the audit trail
The user rates the service
When the ticket closes, the requester gets a short satisfaction survey. Scores feed your dashboards next to SLA results and ticket volumes.
- Satisfaction surveys on closure
- Custom dashboards and reports
- Export reports to CSV or PDF
One place for all your IT assets
Know what you own and who uses it.
One register for every asset
Computers, software, contracts, licences and suppliers in one searchable place.
Linked to people and work
Each asset links to its users, tickets and locations.
Automatic discovery
Agents report hardware and installed software, so the list stays current.
Optional security and patching
Add XDR/EDR security monitoring or patch management. Each needs its own licence.
Batteries included
- Incident tracking
- Asset management
- SLAs
- User roles
- Knowledge base
- Automation
- Approvals
- Reporting
- Project management
- Financial management
- CMDB
- Audit trails
Your views, dashboards and reports
Build dashboards and filters for your role. See ticket numbers, assets and SLA results in real time.
Easy to customise
Add custom fields, forms and plugins. Connect Active Directory, email and cloud services through the REST API.
Private, secure remote desktop built in
Control users' computers from anywhere, with no third-party cloud in between.
Self-hosted
It runs on your ORENdesk instance, not on someone else's servers.
Encrypted sessions
Sessions between technician and device are encrypted.
Cross-platform
Support users on common operating systems.
Feature highlights
- Mobile-friendly interface
- Easy to use at a desk or on the move.
- Project management
- Plan and track IT projects next to your tickets.
- Knowledge base
- Keep internal guides, with access by role.
- Asset lifecycle
- Track each asset from purchase and warranty to retirement.
- Multi-entity
- Run several companies on one platform, kept separate.
- CMDB
- Map how your IT components depend on each other.
- Secure by default
- Two-factor sign-in, encrypted connections and role-based access.
Two editions
ORENdesk Ticketing
Cloud ticketing and project management
RM 199 per month50 GB storage
- Email helpdesk with a shared inbox
- Project management
- Finance module
- Reports and dashboards
- Air-gapped instances
- Private remote desktop
ORENdesk ITSM
Full IT service management with inventory
RM 255 per month100 GB storage
- Everything in Ticketing
- IT service management, CMDB and asset inventory
- Custom workflows
- REST API
- Optional XDR security and patch management (separate licences)
Prices checked October 2026. Setup, customisation and 24/7 support are billed separately. Compare the full lists.
Getting started
We set up and support ORENdesk from Kuala Lumpur.
Book a demo or trial
Tell us how your team works. We show ORENdesk with your own request types.
Choose where it runs
Our cloud, your private cloud, or an air-gapped instance.
Bring in users and assets
Connect Active Directory or LDAP and your support mailbox.
Go live
Set SLAs, workflows and dashboards. Change them any time.
What is ORENdesk?
ORENdesk is a cloud helpdesk and IT service management platform. It handles support requests from email, social media, chat and phone.
What is the difference between Ticketing and ITSM?
Ticketing (RM 199 a month, 50 GB) covers the email helpdesk, projects, finance module, reporting and remote desktop. ITSM (RM 255 a month, 100 GB) adds IT service management, CMDB, asset inventory, custom workflows and a REST API. Compare the full lists.
Are agents really unlimited?
Yes. Neither edition charges per agent. Each has a storage limit: 50 GB for Ticketing and 100 GB for ITSM.
How much do setup and support cost?
Setup, customisation and 24/7 support are billed separately. Ask us for a quote.
Where can ORENdesk run?
In our cloud, in a private cloud, or air-gapped for organisations that cannot connect to the internet.
Is ORENdesk secure?
It has two-factor sign-in, TLS encryption and role-based access. Internet-connected deployments can use Cloudflare protection. Air-gapped deployments depend on your local setup.
Ready to modernise your helpdesk?
Book a demo and see ORENdesk with your own request types and SLAs.