|GUMAHUB PRODUCT
GumaHub Care — ITSM for Modern Service Teams
One platform for every ticket, task and project your IT team handles. Built-in SLA enforcement, Kanban boards, a knowledge base, and two-way Jira sync — deployable as SaaS or on-premise.
Service management shouldn't be a spreadsheet.
Most ITSM tools are either too heavy (expensive, slow to configure) or too light (missing SLAs, audit trails, or project tracking). GumaHub Care is purpose-built for mid-size IT teams and managed-service providers who need the full picture without the enterprise price tag.
FEATURES
Everything your service desk needs
Incident management, project tasks, SLA, knowledge base, and integrations — all in one product.
Incident Management
Log, triage, assign and resolve incidents with configurable priority levels, auto-escalation rules, and a full audit trail.
Service Requests
Catalogue-driven service requests with approval workflows, custom fields per request type, and end-user portal access.
Project & Task Management
Link tickets to project tasks. Kanban and list views, sub-tasks, milestones, and time tracking per project.
SLA Policies
Define response and resolution SLAs per ticket type and priority. Live breach countdown, escalation rules, and SLA compliance reporting.
Kanban Boards
Visualise work-in-progress across any project or team. Drag-and-drop cards, WIP limits, and swimlane grouping.
Knowledge Base
Internal and customer-facing articles with rich text, versioning, and search. Agents can link KB articles directly to ticket resolutions.
Jira Bi-directional Sync
Map gumaCare projects to Jira projects. Status changes, comments and assignees sync both ways on a configurable schedule.
Custom Workflows
Per-project state machines with configurable transitions, custom fields (text, date, select, user) and role-based field visibility.
Multi-tenant Architecture
Row-level tenant isolation. Each organisation sees only its own data. Ideal for MSPs managing multiple client environments.
Role-based Access Control
Admin, Agent, Member, Viewer and Customer roles per tenant. Project-level permission overrides for fine-grained control.
Audit Log
Every status change, reassignment, field edit and comment is recorded with timestamp and user — ready for compliance reviews.
Cloud & On-Premise
Ship as Docker Compose for on-prem deployments or use the hosted SaaS on Hetzner infrastructure. Same codebase, same features.
How it works
Configure
Create your tenant, define projects, set issue types, state machines, and SLA policies in minutes.
Connect
Link your Jira projects for bi-directional sync. Connect your email for automatic ticket creation from inbound messages.
Operate
Agents work tickets and tasks from their queue. SLA countdowns keep priorities visible. Kanban boards show team load.
Report
SLA compliance, agent workload, ticket volume trends and resolution times — one-click exports to Excel or PDF.
Flexible deployment
GumaHub Care runs wherever you need it — hosted or self-managed, single tenant or multi-tenant.
Who it's for
IT Helpdesks & Service Desks
Replace email threads and spreadsheets with a proper ticketing queue, SLA tracking and a knowledge base your whole team can use.
Managed Service Providers
Multi-tenant by design — manage all your client environments from one platform with strict data isolation between tenants.
ERP Support Teams
Track IFS Cloud and other ERP incidents alongside your Jira backlog. Two-way sync keeps both systems in step.
Project Delivery Teams
Link reactive helpdesk tickets to proactive project tasks. Full picture of work-in-progress without switching tools.
Ready to run a better service desk?
We'll walk you through a live instance in 30 minutes. Cloud or on-prem — your call.
Book a 30-min demo