Any channel
Email, a web form, Slack or Teams.
Home / Solutions / Lugh service desk
LughAI-first service desk
The service desk that answers first.
Every ticket is read first by Lugh, an AI agent that checks the student record, Moodle, CRM and timetable within the permissions of the person asking, then answers or hands over with a plan.
People approve every changeEvery action loggedHosted in AWS Ireland
The problem
Most tickets are questions the systems already answer.
TimetablesFeesDocumentsRe-enrolmentMoodle accessIT
Lugh reads each ticket as it arrives, looks the answer up in the connected systems, and either resolves it or hands it to the right person with the work already started.
Who it is for
Desks drowning in the same questions.
Where the answer is usually sitting in a system the desk already has.
- Desks answering repeat questions about timetables, fees, documents, re-enrolment and Moodle access
- Colleges running a service desk on Salesforce or Zoho that want AI first-line in front of it
- Colleges already running Moodle or Innealla with Inneall
- Desks that want to keep people in charge: Lugh proposes, a named person approves
What Lugh does
Every ticket read, looked up and answered first.
With people in control of every change.
Checks the systems
Student record, Moodle, CRM and timetable, within the asker’s permissions.
Answers or asks
Asks a clarifying question when the ticket is unclear, instead of guessing.
Hands over with a plan
A summary of what it found and a proposed plan for a named person.
Proposes, never changes
Any change to a system is proposed for a person to approve.
Your answers
Scoped to your own knowledge base and policies, with every action logged.
People stay in control
Lugh does the reading. People decide what changes.
The desk sees everything Lugh did, and nothing in a system changes without a person approving it.
In control
Within the permissions of the person asking.
A student sees only their own record, and a staff member sees only what their role allows.
- Anything that would change a system is proposed for approval first
- Hand-overs carry a summary and a proposed plan, not a blank ticket
- Every action is logged for review
- We run our own service desk on Lugh
Connected through the Integration Hub
Answers from the live record, not a copy.
Innealla SIS, Moodle, Salesforce and Zoho, Microsoft 365 and Google, through Inneall’s Integration Hub.
How you buy it
A hosted product, run by us.
A monthly subscription per college and a fixed set-up fee, with service levels agreed before go-live.
Monthly subscription
The platform, hosting and support.
One monthly chargeFixed set-up
Connecting your systems, loading your knowledge base and policies, and the hand-off rules.
Agreed before we startHosted in Ireland
On a model hosted by Inneall in Ireland, or bring your own OpenAI or Anthropic keys.
Your choice of modelProof
We run our own service desk on Lugh.
So we live with the same rules we ask you to trust.
“Inneall are very solutions driven. They find better ways of doing things. I can throw an idea at them and they’ll find a way to do it.”
EO
Read the DBS case study →Edward OrmondeHead of IT, Dublin Business School
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Read more →What is Lugh?
Lugh is Inneall’s AI-first service desk, sold to colleges as a hosted product. A ticket arriving by email, web form, Slack or Teams is read first by Lugh, an AI agent, which checks the connected systems and then answers, asks a clarifying question, or hands the ticket to a named person with a summary and a proposed plan. It is the same system we run our own service desk on.
What kinds of questions can Lugh handle?
Student questions about timetables, fees, documents, re-enrolment and Moodle access, and staff and IT questions alongside. It can be scoped to your own knowledge base and policies, so the answers reflect how your college works. Anything it cannot resolve goes to a named person with the work already started.
Can Lugh change things in our systems on its own?
No. Lugh reads and looks things up within the permissions of the person asking. Anything that would change a system is proposed for a person to approve before it happens, and every action is logged so the desk can see what was done and why.
Does Lugh work with Salesforce, Zoho, Moodle and our other systems?
Yes. Lugh connects through Inneall’s Integration Hub to Innealla SIS, Moodle, Salesforce, Zoho, Microsoft 365 and Google. If you already run a service desk on Salesforce or Zoho, Lugh can sit in front of it as the AI first line. If you already run Moodle or Innealla with us, the connectors are already in place.
Where is Lugh hosted and how is it priced?
Lugh is hosted by Inneall in AWS Ireland, and the AI runs on a model hosted by Inneall in Ireland. You can optionally bring your own OpenAI or Anthropic keys. It is priced as a monthly subscription per college with a fixed set-up fee, and service levels are agreed with you before go-live.
Next step
The service desk that answers first.
See Lugh read, look up and answer tickets against your own systems.
Integrators for specialised education and CRM platforms
- Moodle
- Salesforce
- Zoho
- HubSpot
- Sitefinity
- Celcat
- Microsoft 365
- AWS
Every ticket read, looked up and answered first,
with people in control of every change
What Lugh does
Most of what lands on a college service desk is a question the systems already hold the answer to. Lugh reads each ticket as it arrives, looks the answer up in the connected systems, and either resolves it or hands it to the right person with the work already started.
- Takes tickets from email, a web form, Slack or Teams, so students and staff use the channel they already have
- Checks the student record, Moodle, the CRM and the timetable, within the permissions of the person asking
- Answers student questions on timetables, fees, documents, re-enrolment and Moodle access, and staff and IT questions alongside
- Asks a clarifying question when the ticket is unclear, instead of guessing
- Hands anything it cannot resolve to a named person with a summary of what it found and a proposed plan
- Proposes any change to a system for a person to approve; nothing is changed on its own
- Scoped to your own knowledge base and policies, so the answers are your college’s answers
- Logs every action, so the desk can see what Lugh did and why
How you buy it
Lugh is a hosted product with a monthly subscription per college and a fixed set-up fee. We host it, run it and support it, and the service levels are agreed with you before go-live.
- One monthly subscription per college, covering the platform, hosting and support
- A fixed set-up fee for connecting your systems, loading your knowledge base and policies, and configuring the hand-off rules
- Service levels agreed in writing for response and resolution
- Hosted by Inneall in AWS Ireland, with the AI running on a model hosted by Inneall in Ireland
- Optionally bring your own OpenAI or Anthropic keys if you would rather run the AI on your own account
People stay in control
Lugh does the reading and the looking up. People decide what changes. The desk sees everything Lugh did, and nothing in a system changes without a person approving it.
- Lugh works within the permissions of the person asking, so a student sees only their own record and a staff member sees only what their role allows
- Anything that would change a system is proposed for approval before it happens
- When Lugh hands a ticket over, the named person gets a summary of what was found and a proposed plan, not a blank ticket
- Every action is logged, so the desk can review what was answered, what was handed over and why
- The AI runs on a model hosted by Inneall in Ireland; bring your own OpenAI or Anthropic keys if you prefer
- We run our own service desk on Lugh, so we live with the same rules we ask you to trust
Who it is for
Colleges where the student services or IT desk spends its day on the same questions, and where the answer is usually sitting in a system the desk already has.
- Colleges whose student services or IT desk is drowning in repeat questions about timetables, fees, documents, re-enrolment and Moodle access
- Colleges running a service desk on Salesforce or Zoho that want AI first-line in front of it
- Colleges already running Moodle or Innealla with Inneall, where the connectors are already in place
- Desks that want to keep people in charge: Lugh proposes, a named person approves
Connected through the Integration Hub
Lugh is only as useful as the systems it can see. It connects to them through Inneall’s Integration Hub, the same connectors we use across our other products, so the answers come from the live record rather than a copy.
- Innealla SIS: the student record, enrolments, fees, documents and timetable
- Moodle: course access, enrolments and the questions that come with them
- Salesforce and Zoho: cases and contacts, so Lugh can sit in front of the service desk you already run
- Microsoft 365 and Google: email, Teams and the accounts behind staff and IT questions
- Slack and Teams as ticket channels, alongside email and web form
How we do things
Partnership, transparency, user-centred design and long-term quality guide every project. Each one runs through the same six stages, so you always know where it stands and who is accountable.
DISCOVER
Audit and workshops
Scope of work
Integration mapping
Risk and dependency analysis
Finalised project plan
Scope of work
Integration mapping
Risk and dependency analysis
Finalised project plan
DESIGN
User experience
Concept proposals
Stakeholder reviews
Design development
Final specifications
Approval to progress
Concept proposals
Stakeholder reviews
Design development
Final specifications
Approval to progress
BUILD
Software development
System integration
Customisations
Content and data migration
Front end interface
System integration
Customisations
Content and data migration
Front end interface
TEST
Functional and user acceptance testing
Browser/app performance testing
Accessibility
System and security
Browser/app performance testing
Accessibility
System and security
DEPLOY
Training
Final configuration and domain go-live
Hypercare in the first weeks
Bug-fix support
Handover to support
Final configuration and domain go-live
Hypercare in the first weeks
Bug-fix support
Handover to support
SUPPORT
Tailored service level agreements
Responsive support
Planned maintenance
Quality control
Performance tuning
Responsive support
Planned maintenance
Quality control
Performance tuning
Discover how we think,
deliver and make an impact
View more
We love API environments
and the challenge of integration
We’ve integrated systems others refused to touch!
“Inneall’s impact on our ability to deliver reliable, scalable technology has been absolutely enormous. What sets them apart is their deep knowledge of our business, they understand our systems, our teams, and our priorities. That means we’re not dealing with a technology supplier; we’re working with a partner who genuinely cares about getting it right.”
Edward Ormonde
Head of IT, Dublin Business School
Frequently Asked Questions
What is Lugh?
Lugh is Inneall’s AI-first service desk, sold to colleges as a hosted product. A ticket arriving by email, web form, Slack or Teams is read first by Lugh, an AI agent, which checks the connected systems and then answers, asks a clarifying question, or hands the ticket to a named person with a summary and a proposed plan. It is the same system we run our own service desk on.
What kinds of questions can Lugh handle?
Student questions about timetables, fees, documents, re-enrolment and Moodle access, and staff and IT questions alongside. It can be scoped to your own knowledge base and policies, so the answers reflect how your college works. Anything it cannot resolve goes to a named person with the work already started.
Can Lugh change things in our systems on its own?
No. Lugh reads and looks things up within the permissions of the person asking. Anything that would change a system is proposed for a person to approve before it happens, and every action is logged so the desk can see what was done and why.
Does Lugh work with Salesforce, Zoho, Moodle and our other systems?
Yes. Lugh connects through Inneall’s Integration Hub to Innealla SIS, Moodle, Salesforce, Zoho, Microsoft 365 and Google. If you already run a service desk on Salesforce or Zoho, Lugh can sit in front of it as the AI first line. If you already run Moodle or Innealla with us, the connectors are already in place.
Where is Lugh hosted and how is it priced?
Lugh is hosted by Inneall in AWS Ireland, and the AI runs on a model hosted by Inneall in Ireland. You can optionally bring your own OpenAI or Anthropic keys. It is priced as a monthly subscription per college with a fixed set-up fee, and service levels are agreed with you before go-live.