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Meridian

Meridian is a service desk and uptime monitoring platform for IT teams that support their own users or several customers. Tickets have SLAs, customers have a portal, and a failed health check opens an incident by itself.

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Who it is for

IT service providers and in-house IT teams that serve several customer organizations and want a service desk without the weight of a large suite.

Works with

SAML 2.0 single sign-onJira Cloud importSlackE-mailWebhooksS3-compatible storageKubernetes

What it does

Four ticket types

Incidents, requests from a service catalog, problems linked to their incidents, and changes with risk, window, rollback plan and approval, all on a workflow you can configure.

SLAs

Response and resolution timers with business hours per customer. They pause while a ticket is on hold, warn before a breach and escalate.

Customer portal

Customers raise incidents and requests, follow their organization's tickets, rate your agents and read the knowledge base. They log in with a code sent by e-mail, so there are no passwords to manage.

Uptime monitoring

HTTP, keyword, TCP, ping and certificate-expiry checks as often as every 10 seconds, from probes in several regions. A downtime opens an incident, and the recovery closes it.

Many customers

Each customer has its own projects, business hours and SLAs, an on-call rotation, and a worklog export for billing.

Import and integrations

Import tickets, comments and worklogs from Jira Cloud and Jira Service Management, create tickets by e-mail, and send signed webhooks or Slack notifications. Staff log in with SAML 2.0.

How it works

  1. 01

    Tickets arrive

    From the customer portal, by e-mail, or from your own tools through the API.

  2. 02

    The desk keeps them moving

    Workflows, SLA timers and notifications tell the right person when a ticket needs attention, and escalate when it is at risk.

  3. 03

    Monitoring feeds the desk

    Probes watch your services from several regions. When one goes down an incident opens by itself, and it closes on recovery.

  4. 04

    Customers see their side

    They follow their tickets and read-only monitoring in the portal, and you export worklogs for billing.

Meridian is built for teams with a handful of agents and several customers, not for a hundred-agent help desk. It keeps the service desk and the monitoring in one place, so you can see what is broken and who is waiting for it at the same time. A ticket knows which customer it belongs to and which SLA applies, and a failed check becomes an incident without anyone filling in a form. Tenant isolation is enforced in the database as well as in the application, and every change goes into an audit log.

Looking after customer platforms means answering tickets, watching services and billing the hours spent. Meridian grew out of that work.

Meridian is available

See Meridian with your own setup in mind.

Tell us what you run today and we will show you what it does. Pricing and licensing are discussed with each company.

Request a demo