Certainty
A help desk that closes tickets and ships the work.
In production
Certainty HelpDesk puts tickets, tasks, live chat, meetings and a client portal in one place, so a request is never retyped into a separate project tool. Help desk and project delivery, with a record you can point at.
A product of DigiHwy Certaintycertainty.is(opens in a new tab)
The problem it solves
A client asks where their request stands, and someone scrolls back through the group chat to find out.
The bug report is in a chat, the change request is in an email, and the actual work sits in a separate project tool the client never sees.
Nobody owns it, so it quietly stops moving. Then a funder or an auditor asks what was done, and there is no record to point at.
That's the job Certainty was built for.
One request, four honest states
Work arrives three ways: a client portal request, a support chat message or a comment. One numbered record comes out, and it moves through four states with a full trail.
Received
The client raises it
in the group chatA message in a chat thread, with no number, no owner and no memory.
in CertaintyIt arrives through the client portal, support chat or a comment, and becomes one numbered record.
Sorted
You give it a type
in the group chatBug, new idea or change of scope? It depends who you ask.
in CertaintyThe record is typed as an issue, a feature request, a change request or a task. Where AI triage is switched on, it files the clear ones and holds the rest, with its reasoning, for a person.
In progress
Someone owns it
in the group chatEveryone assumes someone else has it, and it quietly stops moving.
in CertaintyOne named owner, never a shared inbox. Time is tracked on the item, not remembered.
Resolved
It closes with a trail
in the group chatWhat was done lives in somebody's memory.
in CertaintyIt closes with a full trail. History is append only, so you can always see who changed what, and when.
What's inside Certainty
One record for every request
Tickets, tasks, chat and the client portal share one numbered record. Files, comments and meetings attach to it.
Permissions enforced on the server
Roles are set per module and checked on the server, never a menu trick. Privacy holds in search, counts, dashboards and notifications.
Four portals, one sign-in
A client portal, a team workspace, an admin panel and an auth gateway with Microsoft sign-in. Permission changes reach a page you already have open.
Live chat and web push
Support chat runs on real sockets, with no polling and no refresh. Notifications land on phones as web push, with email as the fallback.
Meetings in the browser
A lobby, guests who need no account, screen share and live captions. Where a browser cannot caption, the words are written down on the device itself. Recorded by the host's browser, with no server-side recording.
One record per meeting
Every run of a repeating meeting gets its own transcript and write up, linked to the work it changed.
A shared calendar
Deadlines and meetings on one grid, with the Malaysia and Singapore public holidays already on it.
- Optional
AI triage, if you want it
It files the clear cases and holds the rest for a person, with its reasoning shown. It is off until you ask for it.
Its own MCP server
Over forty tools an agent can call, under exactly the permissions a person would get: file issues, assign work, move statuses and track time. A timer an agent starts closes itself after two hours and waits for a person to confirm it.
A one-way GitHub mirror
Issues mirror to GitHub. Certainty stays the system of record.
Installable on iOS and desktop
Installs as an app on phones and desktops today. Native apps are marked as coming soon.
Fully managed
Nothing to patch at 2am. Each organisation gets its own deployment and its own database.
Who it's for
- Digital agencies
- IT teams and MSPs
- Software studios
- Consultancies
- Internal ops teams
- NGOs and public sector
Pricing is a conversation, not a slider
Team size and module mix change the number. Twenty minutes on a call gets you a real answer, with your own workflow in the product. Client users are always free and unlimited.
No card, no trial timer, no sales sequence. Deployed per organisation and invoiced in MYR or SGD, excluding tax.
Things you can check for yourself
We use it ourselves
Every ticket, task and meeting at DigiHwy Certainty runs through it, and our clients raise their requests in the same client portal.
What's new, in public
Every release is written up on the product's own changelog.
certainty.is/changelog(opens in a new tab)A guide for every screen
The same user guides that ship inside the product, published openly.
certainty.is/guide(opens in a new tab)Export any time
Every record, comment and attachment as structured files, with no retention hold and no export fee.
certainty.is/pricing(opens in a new tab)
The longer version
We built Certainty HelpDesk for our own delivery team first. DigiHwy Certainty delivers software to organisations that answer to funders, boards and the public, and when they asked where a request stood, we were scrolling chat history to find out.
So we made a rule for ourselves: nothing gets worked on until it is a record. Certainty HelpDesk is that rule, turned into software. We run DigiHwy Certainty on it, every ticket, task and meeting, and our clients raise their requests through the same client portal.
It is sold as a per-organisation install and fully managed. Client users are free and unlimited, because a tool that charges you for transparency will not get used transparently.
Thinking about Certainty?
The rest lives on certainty.is. If you'd rather talk it through with DigiHwy Certainty first, we'll tell you plainly whether it fits, and the first chat is always free.