# ISO Mate - Full Content Index > Standards met. Work done. ## Pages ### [About Us](https://isomate.io/en/about/) Description: One Tool, Not Ten ISO Mate is a unified productivity platform that brings your daily... Content Summary: One Tool, Not Ten ISO Mate is a unified productivity platform that brings your daily workflows together in one place. Instead of paying for separate subscriptions for project tracking, task management, email, calendars, notes, compliance, and more, ISO Mate gives you all of it in a single system. It works for individuals managing their own workload and for teams collaborating across projects. Whether you run a small business, lead a development team, or just want a better way to stay organized, ISO Mate adapts to how you work. Why ISO Mate Exists ISO Mate started because of a simple frustration:... ### [Contact Us](https://isomate.io/en/contact/) Description: Get in Touch Have a question about ISO Mate? Need help with your account? We... Content Summary: Get in Touch Have a question about ISO Mate? Need help with your account? We are here to help. Email Support For all inquiries including account help, technical questions, and general queries: Email: support@isomate.io Response Times We aim to respond to all inquiries within one business day, and typically reply within 24 to 48 hours. The platform itself runs 24/7, so you always have access to your data and tools. Feedback and Feature Requests For feature requests, bug reports, and general feedback, use the built-in Feedback Portal inside the app. This is the fastest way to submit ideas and track... ### [Cookie Policy](https://isomate.io/en/cookie-policy/) Description: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 This Cookie Policy explains how ISO Mate ("we",... Content Summary: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 This Cookie Policy explains how ISO Mate ("we", "us", or "our") uses cookies and similar technologies on our website. It describes what cookies are, which cookies we use, and how you can manage your preferences. What Are Cookies Cookies are small text files that are stored on your device when you visit a website. They are widely used to make websites work more efficiently, provide a better browsing experience, and supply information to website owners. Cookies can be "persistent" (remaining on your device for a set period) or "session-based" (deleted when you close... ### [Data Processing Agreement](https://isomate.io/en/data-processing-agreement/) Description: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 This Data Processing Agreement ("DPA") forms part of... Content Summary: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 This Data Processing Agreement ("DPA") forms part of the agreement between the customer ("Controller") and ISO Mate ("Processor") for the provision of the ISO Mate platform. This DPA sets out the terms under which the Processor processes personal data on behalf of the Controller in connection with the services. 1. Definitions Controller: The customer who determines the purposes and means of processing personal data by using the ISO Mate platform. Processor: ISO Mate, which processes personal data on behalf of the Controller to provide the platform services. Data Subject: An identified or identifiable... ### [HubSpot Alternative](https://isomate.io/en/the-affordable-hubspot-alternative/) Description: ISO Mate is an all-in-one work platform with a built-in CRM, sales pipeline, contact directory,... Content Summary: ISO Mate is an all-in-one work platform with a built-in CRM, sales pipeline, contact directory, and customer support, all for one flat per-user price. HubSpot is a powerful, polished product, but its cost climbs quickly as you add hubs, seats, and marketing contacts, and it takes real time to learn and administer. If you want the core of what most teams actually use from a CRM without the price and the learning curve, ISO Mate is the simpler and more affordable choice. Why teams look for a HubSpot alternative HubSpot starts free and feels approachable, but the bill grows fast... ### [Jira Alternative](https://isomate.io/en/the-affordable-jira-alternative/) Description: ISO Mate is an all-in-one work platform that gives agile teams everything they get from... Content Summary: ISO Mate is an all-in-one work platform that gives agile teams everything they get from Jira, and a lot more, for one flat per-user price. If Jira's costs climb every time you add a test management app, a documentation tool, an incident tool, or a service desk, ISO Mate is the simpler and more affordable way to run the same work. Why teams look for a Jira alternative Jira's base plan can look inexpensive per seat, but real teams rarely stop there. Test management, incident response, documentation, and a customer service desk are separate paid products or Marketplace add-ons, and... ### [Miro and Lucidchart Alternative](https://isomate.io/en/the-affordable-miro-and-lucidchart-alternative/) Description: ISO Mate is an all-in-one work platform with a built-in Diagram Builder for UML, entity-relationship,... Content Summary: ISO Mate is an all-in-one work platform with a built-in Diagram Builder for UML, entity-relationship, and flowchart diagrams, plus AI drafting and PNG and PDF export, all for one flat per-user price. Miro and Lucidchart are excellent, focused visual tools, but they are a separate subscription for a single job. If diagramming is one part of how your team works rather than the whole of it, ISO Mate gives you capable diagrams inside the platform where your projects, tasks, and docs already live. Why teams look for a Miro or Lucidchart alternative A dedicated whiteboard or diagramming tool is one... ### [Pricing](https://isomate.io/en/pricing/) Description: One Price. Every Feature. No Add-Ons. ISO Mate replaces a whole stack of separate subscriptions... Content Summary: One Price. Every Feature. No Add-Ons. ISO Mate replaces a whole stack of separate subscriptions with one connected platform. Project delivery, QA, compliance, sales, help desk, email, chat, and AI all live together and share the same data. No tiers, no feature gates, no paying extra to unlock the good stuff. NZD $32 per user / month Billed monthly. Every user gets the complete platform. Your subscription adjusts automatically as you add or remove team members, so you only ever pay for the people actually using it. Replace Your Entire Toolstack Most teams pay for a project tracker, a test... ### [Privacy Policy](https://isomate.io/en/privacy-policy/) Description: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 System Prototypers Ltd ("we", "us", "our")... Content Summary: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 System Prototypers Ltd ("we", "us", "our") operates the ISO Mate platform, which includes: The ISO Mate web application at console.isomate.io The ISO Mate API at api.isomate.io The ISO Mate marketing website at isomate.io This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use any of these services (collectively, the "Services"). By using our Services, you agree to the practices described in this policy. 1. Information We Collect 1.1 Information You Provide Directly Data CategorySpecific DataWhen CollectedAccount RegistrationFull name, email address, passwordWhen you create an ISO Mate accountProfile InformationMobile phone number (with country... ### [Roadmap](https://isomate.io/en/roadmap/) Description: Disclaimer: Our roadmap is a living document. While we are excited about these milestones, please... Content Summary: Disclaimer: Our roadmap is a living document. While we are excited about these milestones, please note that features and timelines are subject to change. Enhanced User Experience We're stripping away the clutter to make your workflow feel effortless. Work-Style Profiles: An opt-in, in-house four-style assessment that gives teammates a shared vocabulary for how they collaborate, communicate, and make decisions. Results stay private unless you choose to share. Native Mobile App: A companion iOS and Android app for tasks, issues, tickets, calendar, notes, and chat, with push notifications for assignments and mentions. Connected Email and Contact Intelligence: Turn conversations into action.... ### [Security Hall of Fame](https://isomate.io/en/security-hall-of-fame-2/) Description: ISO Mate is grateful to the security researchers who take the time to responsibly report... Content Summary: ISO Mate is grateful to the security researchers who take the time to responsibly report vulnerabilities to us. Their work helps us keep our platform and our customers safe. This page recognizes the people who have made a valued contribution to the security of ISO Mate. A Note on Compensation ISO Mate does not currently operate a guaranteed paid bug bounty program. As an early-stage company, we are not yet in a position to offer immediate monetary rewards for vulnerability reports, and we want to be completely transparent about this. However, we deeply value the security community and do not... ### [Security Practices](https://isomate.io/en/security-practices/) Description: Effective Date: 1 March 2026Last Updated: 1 March 2026Version: 1.1 At ISO Mate, we take the security of... Content Summary: Effective Date: 1 March 2026Last Updated: 1 March 2026Version: 1.1 At ISO Mate, we take the security of your data seriously. This page describes the technical and organisational measures we have in place to protect the information you entrust to our platform. If you have questions about our security practices, please contact us at security@isomate.io. ISO Mate has completed a Cloud Application Security Assessment (CASA) Tier 2 evaluation conducted by TAC Security, a Google-authorized assessor. CASA Tier 2 involves an independent security assessment of cloud applications requesting access to sensitive Google user data. Following this assessment, our Google Cloud project was reviewed and... ### [Sitemap](https://isomate.io/en/sitemap/) Description: Site Map Find everything on our website. Use this sitemap to navigate to any page,... Content Summary: Site Map Find everything on our website. Use this sitemap to navigate to any page, feature, or knowledge base article. [isomate_html_sitemap] ### [Terms of Service](https://isomate.io/en/terms-of-service/) Description: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 These Terms of Service ("Terms") govern your access... Content Summary: Effective Date: 13 February 2026Last Updated: 13 February 2026Version: 1.0 These Terms of Service ("Terms") govern your access to and use of the ISO Mate platform, including the web application, API, mobile application, and marketing website (collectively, the "Services") operated by ISO Mate ("we", "us", "our"). By creating an account, accessing, or using the Services, you agree to be bound by these Terms. If you are using the Services on behalf of an organisation, you represent that you have the authority to bind that organisation to these Terms. 1. Definitions TermDefinitionAccountYour individual user account used to access the Services.OrganisationA tenant (also referred to... ### [Vanta and ISMS.online Alternative](https://isomate.io/en/the-affordable-vanta-and-isms-online-alternative/) Description: ISO Mate is an all-in-one work platform with a built-in compliance management system: pre-built frameworks,... Content Summary: ISO Mate is an all-in-one work platform with a built-in compliance management system: pre-built frameworks, controls, versioned policies, procedures, evidence, attestations, and a full risk register, all for one flat per-user price. Vanta and ISMS.online are excellent, dedicated compliance products. If you want a structured, audit-ready program that lives beside your everyday work, without an enterprise price tag or a long onboarding, ISO Mate is the simpler and more affordable place to start. Why teams look for a Vanta or ISMS.online alternative Dedicated compliance platforms are powerful, but they are priced for organizations with a mature security function and are... ### [Vulnerability Disclosure Policy](https://isomate.io/en/vulnerability-disclosure-policy/) Description: Effective Date: 23 July 2026Last Updated: 23 July 2026Version: 1.0 Introduction ISO Mate is grateful... Content Summary: Effective Date: 23 July 2026Last Updated: 23 July 2026Version: 1.0 Introduction ISO Mate is grateful to the security researchers who take the time to responsibly report vulnerabilities to us. Your efforts directly help us protect our platform, our systems, and our customers. This policy outlines our vulnerability disclosure program, legal safe harbor guidelines, and the process for reporting security issues. Legal Safe Harbor If you conduct your vulnerability research in good-faith compliance with this policy, we consider your research to be authorized. ISO Mate will not initiate or support legal action against you regarding your security research activities, provided you... ### [Zephyr Scale Alternative](https://isomate.io/en/zephyr-scale-alternative/) Description: ISO Mate is an all-in-one work platform with full test management built in: features, user... Content Summary: ISO Mate is an all-in-one work platform with full test management built in: features, user stories, reusable test cases, test cycles, executions, and a multi-level traceability matrix, all for one flat per-user price. Zephyr Scale, Xray, and TestRail are capable test management tools, but they are a separate per-seat subscription, and the Jira-native ones only work as an add-on inside Jira. If you want test management that stands on its own and connects straight to your issues, ISO Mate covers the whole testing lifecycle without another tool to buy. Why teams look for a Zephyr Scale alternative Test management add-ons... ## Features ### [Risk Management](https://isomate.io/en/features/risk-management/) Description: Run a live risk register with 5x5 scoring, inherent, residual, and target exposure, appetite enforcement, formal acceptance, and review cycles. Content Summary: See your organization's risk exposure clearly and keep it inside the limits you set. Risk Management gives risk owners, security teams, and leadership a first-class risk register that sits right beside your frameworks, controls, and policies. The challenge it solves Risk registers usually live in a spreadsheet that goes stale the moment it is saved. Scores are inconsistent, reviews slip, and no one can tell which risks sit above the level the business is willing to accept. When an auditor asks how you treat and monitor risk, the answer is hard to assemble. What you can do Score risks consistently:... ### [Create with AI](https://isomate.io/en/features/create-with-ai/) Description: Describe what you need in plain language and ISO Mate builds it, with a confirmation step before anything saves, and it never updates or deletes. Content Summary: Skip the forms and just say what you need. Create with AI builds records across ISO Mate from a plain-language description, with a confirmation step before anything saves, so you stay in control at every step. The challenge it solves Creating records by hand means opening the right form, remembering every required field, and repeating the process for each item. That slows people down and leaves fields half filled. Create with AI turns a plain description into a ready-to-save record, resolves names and dates for you, and shows exactly what will be created before it commits, so entry is fast... ### [AI Compliance Search](https://isomate.io/en/features/ai-compliance-search/) Description: Ask plain-English questions about your published policies and procedures and get instant answers with citations, scoped to your account. Content Summary: Get straight answers from your own policies and procedures without hunting through documents. AI Compliance Search lets anyone on your team ask a plain-language question and get a written answer, with citations, in seconds. The challenge it solves As your policy library grows, finding the one line that answers a question means opening document after document and skim-reading for the right clause. People give up, guess, or ask a colleague, and answers end up inconsistent. The knowledge is all there, it is just hard to reach. What you can do Ask in plain language: pose a question the way you... ### [AI Assistant](https://isomate.io/en/features/ai-assistant/) Description: Ask about your live account data across 10 domains in plain language, create records by describing them, and write compliance policies faster. Content Summary: Stop hopping between modules and filters to find what you need. The AI Assistant lets you ask about your live account data in plain language and get answers instantly, then act on them without leaving the conversation. The challenge it solves Your account holds data across compliance, DevOps, QA, sales, support, and more, but the answers you need are buried behind menus, filters, and separate reports. Pulling a quick status update means clicking through several modules or exporting spreadsheets. The AI Assistant reads your real data on demand, so a plain question replaces the manual hunt and everyone gets a... ### [Sales Pipeline Management](https://isomate.io/en/features/sales-pipeline-management/) Description: Track your sales process from lead to close with customizable pipelines, a Kanban board, product catalogs, and real-time revenue forecasting. Content Summary: Move every deal forward with a clear view of your pipeline. Sales Pipeline Management gives sales teams one place to track leads, nurture opportunities, and close deals, with revenue forecasts updated in real time. The challenge it solves When your pipeline lives in a spreadsheet, deals stall without anyone noticing, forecasts are guesswork, and handoffs between reps lose momentum. Sales Pipeline Management gives your team a structured, visual process from first contact to closed deal, so nothing falls through and you always know where revenue stands. What you can do Shape the pipeline to your process: build multiple pipelines with... ### [Help Desk](https://isomate.io/en/features/help-desk/) Description: Turn requests into tracked tickets with SLAs, auto-assignment, email replies in the conversation, a Kanban board that surfaces waiting tickets, requester portal, CSAT surveys, and reports. Content Summary: Run customer support without leaving your workspace. Help Desk gives support teams a complete ticket system with SLAs, smart routing, and satisfaction surveys, so requests get answered on time and nothing slips. The challenge it solves Support that runs on a shared inbox quickly falls apart. Requests get missed or answered twice, no one owns the conversation, and there is no way to prove you hit your response targets. Help Desk turns incoming requests into tracked tickets with clear status, ownership, and deadlines so your team stays on top of every conversation. What you can do Track every request end... ### [Project Git Integrations](https://isomate.io/en/features/project-git-integrations/) Description: Organize issues under projects with unique keys, connect GitHub, GitLab, or Bitbucket, and track branches, commits, and pull requests on each issue. Content Summary: Keep your code and your work in sync without switching tools. Project Git Integrations link branches, commits, and pull requests to the issues they belong to, so developers and the wider team see the full picture in one place. The challenge it solves Development work lives in one system and issue tracking in another, so teams jump between tabs, copy links by hand, and lose the thread between what was planned and what was actually built. Status updates go stale and traceability suffers. Project Git Integrations close that gap by connecting your repositories to your issues automatically. What you can... ### [AI Support Chat](https://isomate.io/en/features/ai-support-chat/) Description: Get instant answers about ISO Mate features from the platform knowledge base, with source links and built-in feedback when content is missing. Content Summary: Get unstuck without leaving your workspace. AI Support Chat answers your questions about ISO Mate features and how-to steps in plain language, drawing straight from the platform knowledge base. The challenge it solves When you are not sure how a feature works, searching docs in a separate tab or waiting on a support reply breaks your flow. AI Support Chat brings product help into the app, finds the relevant knowledge base content, and gives you a clear, focused answer with links to the full articles, so you can keep working and learn the platform as you go. What you can... ### [MCP Server Integration](https://isomate.io/en/features/mcp-server-integration/) Description: Connect external AI assistants and developer tools to ISO Mate with the built-in MCP server, and manage your whole workspace from your IDE. Content Summary: Bring your entire ISO Mate workspace into the tools your developers already use. The built-in MCP server connects external AI assistants and IDEs to your platform, so teams can manage work without switching apps. The challenge it solves Developers lose time context-switching between their IDE and a browser to update issues, log incidents, or check compliance status. Copying details back and forth is slow and error prone. The MCP server exposes ISO Mate to any MCP-compatible AI assistant or developer tool, so your team manages platform data from where they already work, with the same permissions and account scoping as... ### [User & Role Management](https://isomate.io/en/features/user-role-management/) Description: Give every user exactly the right access with role-based permissions, invitations, two-factor authentication, Google SSO, and breach detection. Content Summary: Give every person exactly the access they need and nothing more. User and Role Management is the security foundation that lets administrators control who can see and do what across every corner of ISO Mate. The challenge it solves As a team grows, shared logins and over-broad access quietly become a security and audit risk. People keep permissions they no longer need, onboarding is slow, and sensitive data is exposed to more people than it should be. User and Role Management replaces that guesswork with clear roles, least-privilege access, and strong sign-in controls. What you can do Grant precise access:... ### [Feedback Portal](https://isomate.io/en/features/feedback-portal/) Description: Collect feature requests, bug reports, and ideas, let the community vote, track status, and turn feedback into action across ISO Mate. Content Summary: Turn what your users and team are asking for into a clear, prioritized plan. The Feedback Portal gives product owners, support teams, and leaders one place to collect ideas, requests, and bug reports, then act on them in the open. The challenge it solves Feedback usually arrives scattered across email, chat, calls, and support tickets, so good ideas get lost and no one can tell what most people actually want. Users rarely hear what happened to their suggestion, which erodes trust. The Feedback Portal brings every request into one transparent, prioritized backlog that both your team and your users can... ### [Notifications](https://isomate.io/en/features/notifications/) Description: Stay informed with real-time alerts across tasks, issues, calendar, QA, incidents, compliance, and more, with quiet hours and per-category control. Content Summary: Know the moment something needs you, across every part of ISO Mate, without drowning in noise you do not care about. The challenge it solves Important updates get buried in email or scattered across tools, so you either miss what matters or get interrupted all day. Notifications gives you one real-time stream you can tune to your role, so the right things reach you at the right time. What you can do Get told the moment it matters: real-time alerts when you are assigned to tasks, issues, or incidents, when statuses change, when due dates approach, and when someone mentions... ### [Contacts](https://isomate.io/en/features/contacts/) Description: Keep one shared, up-to-date directory of people and organizations, auto-built from your email and linked to tickets and sales records. Content Summary: Give your whole team one trusted place to find the people they work with. Contacts is a shared directory that keeps names, emails, and organization details accurate across ISO Mate. The challenge it solves When contact details live in personal address books, spreadsheets, and email signatures, everyone works from a slightly different version. Numbers go stale, duplicates pile up, and reaching the right person takes longer than it should. Contacts keeps one shared directory so the whole team has current details in a single place. What you can do Keep every detail in one record: store names, email addresses, phone... ### [Reporting & Analytics](https://isomate.io/en/features/reporting-analytics/) Description: Track performance across every module with dedicated dashboards, precise token filters, quick date ranges, and one-click PDF and CSV exports. Content Summary: See how every part of your business is performing without leaving ISO Mate. Reporting and Analytics gives leaders, managers, and teams dedicated dashboards, precise filters, and one-click exports across every module in one place. The challenge it solves Answering a simple question like "how are we doing" usually means exporting data from several tools and stitching it together in spreadsheets by hand. The numbers are stale by the time anyone sees them, and it is hard to trust a report built from scattered sources. Reporting and Analytics keeps every metric live and in one place, so you can make decisions... ### [Workflow Automation](https://isomate.io/en/features/workflow-automation/) Description: Build event-driven automations with multiple trigger types, 30 action types, branching, loops, sub-workflows, AI steps, and a visual editor. Content Summary: Stop doing repetitive work by hand. Workflow Automation lets any team turn manual, error-prone processes into reliable automations that run the moment something happens, all from a visual editor. The challenge it solves Routine work quietly drains your team: chasing approvals, copying data between records, sending the same reminders, and reacting to events long after they happen. Manual steps get forgotten, follow-ups slip, and nothing scales with the business. Workflow Automation runs these processes for you, triggered automatically and executed the same way every time. What you can do Trigger work automatically: start workflows from record events and field changes,... ### [Diagram Builder](https://isomate.io/en/features/diagram-builder/) Description: Create UML, ERD, and flowchart diagrams on an interactive canvas, draft them with AI, and export to PNG or PDF. Content Summary: Turn ideas into clear visuals without leaving ISO Mate, from system architecture to process flows, and generate a first draft with AI in seconds. The challenge it solves Diagrams usually live in a separate tool, drift out of date, and are a chore to share with the team. Starting from a blank canvas is slow, so they often never get made. Diagram Builder puts visual documentation right beside your work and gives you an AI head start. What you can do Draw on an interactive canvas: place shapes, connectors, and text labels, then drag them into position. Diagram almost anything:... ### [Custom Objects](https://isomate.io/en/features/custom-objects/) Description: Build exactly the data structures your business needs with a no-code form builder, then report on and automate them like any other module in ISO Mate. Content Summary: When your process does not fit a standard module, build exactly what you need. Custom Objects lets you design your own data structures with a visual, no-code form builder, so you can track anything your business runs on inside ISO Mate. The challenge it solves Every team has data that never fits a generic tool. It ends up scattered across spreadsheets, shared drives, and email threads where it is hard to find, easy to break, and impossible to report on. Custom Objects brings that data into ISO Mate with structure, validation, and access control built in, so it stays accurate... ### [Notes](https://isomate.io/en/features/notes/) Description: Capture, organize, and rediscover team knowledge with rich text notes, nested folders, tags, search, and a visual mindmap view. Content Summary: Give your team one place to capture what they know and find it again in seconds, from meeting notes and processes to research and ideas. The challenge it solves Knowledge ends up scattered across documents, chat threads, and personal drives, where it is hard to find and easily lost when people move on. Notes keeps that thinking in one organized, searchable place the whole team can reach. What you can do Write clear, structured notes: a rich text editor with headings, bold, italic, lists, and links. Keep everything organized: nested folders you can move notes between as your work evolves.... ### [Calendar & Scheduling](https://isomate.io/en/features/calendar-scheduling/) Description: Manage events across personal and shared calendars with two-way Google Calendar sync, recurring events, reminders, attendees, and Google Meet. Content Summary: Keep your whole team's schedule in one place, synced with Google Calendar, so meetings, deadlines, and reminders never fall through the cracks. The challenge it solves When schedules live in separate personal calendars and work tools, meetings get double-booked, reminders get missed, and someone is always copying events by hand. Calendar brings personal and team scheduling together and keeps it in sync with Google, so everyone sees the same plan. What you can do See your schedule your way: switch between Month, Week, Day, and Agenda views, and reschedule by dragging events to a new time. Create events with full... ### [Email Integration](https://isomate.io/en/features/email-integration/) Description: Manage personal and shared mailboxes inside ISO Mate, draft and refine messages with AI, and keep every email next to the work it relates to. Content Summary: Handle email without leaving your work. Email Integration lets teams connect personal and shared mailboxes, write faster with AI, and keep every message beside the projects and customers it relates to. The challenge it solves Jumping between a separate email client and your project tools breaks focus and buries important messages. Replies stall, context gets lost, and shared inboxes turn into a free-for-all with no clear owner. Email Integration brings your mail into ISO Mate so conversations stay organized and connected to the rest of your work. What you can do Connect the mailboxes you already use: link a personal... ### [Team Chat](https://isomate.io/en/features/team-chat/) Description: Keep team conversations next to your work with real-time public and private channels, direct messages, @mentions, and webhook alerts from your tools. Content Summary: Keep your team's conversations in the same place as your work. Team Chat gives everyone real-time channels and direct messages inside ISO Mate, so decisions happen where the work already lives. The challenge it solves Important conversations get scattered across separate messaging apps, email threads, and hallway chats. Context is lost, updates go missing, and people waste time switching tools to piece together what was decided. Team Chat brings messaging into your workspace so discussions stay connected to the projects, tickets, and records they relate to. What you can do Talk in the right space: use public channels for open,... ### [Incident Management](https://isomate.io/en/features/incident-management/) Description: Respond to incidents with a structured workflow, categories, severity levels, clear roles, investigation notes, and full audit logging. Content Summary: Respond to incidents with a clear process and a defensible record. Incident Management gives security, IT, and compliance teams a structured way to log, investigate, contain, and close incidents from first report to final resolution. The challenge it solves When something goes wrong, the last thing you need is a scramble across chat threads and email to work out what happened and who is doing what. Ad hoc incident handling leaves gaps in the timeline, risks missed regulatory deadlines, and gives auditors little solid to review. What you can do Classify every incident consistently: sort by category across data_breach, security_incident,... ### [Compliance Management](https://isomate.io/en/features/compliance-management/) Description: Stay audit-ready with pre-built frameworks, controls, versioned policies, attestations, evidence collection, and complete audit logging. Content Summary: Walk into your next audit prepared instead of scrambling. Compliance Management gives security, risk, and governance teams one place to track frameworks, controls, policies, procedures, evidence, and attestations, so your compliance posture is always current and easy to prove. The challenge it solves Compliance work usually lives in spreadsheets, shared drives, and inboxes. Evidence goes stale, policy versions drift, and no one can say for certain who acknowledged what. When an audit lands, teams lose weeks reconstructing a paper trail that should have been ready all along. What you can do Start fast with templates: scaffold ISO 27001, GDPR, or... ### [Task Management](https://isomate.io/en/features/task-management/) Description: Keep individuals and teams on track with task assignment, due dates, recurring schedules, completion tracking, and one-click bulk actions. Content Summary: Give individuals and teams one reliable place to capture work, assign owners, and see what is due, so nothing slips through the cracks. The challenge it solves Work scattered across sticky notes, spreadsheets, and inboxes is easy to lose and hard to follow. Deadlines slip, ownership gets fuzzy, and the same routine jobs get recreated by hand every week. Task Management pulls it all into one shared, trackable list. What you can do Capture work in seconds: create tasks with a title, description, due date, and assignee so ownership is always clear. See progress at a glance: toggle any task... ### [QA Management](https://isomate.io/en/features/qa-management/) Description: Cover the entire testing lifecycle with test cases, cycles, executions, user stories, acceptance criteria, and a multi-level traceability matrix. Content Summary: Know exactly what has been tested and what still needs coverage. QA Management gives quality teams one place to plan tests, run them, and prove coverage from requirements all the way to results. The challenge it solves Testing knowledge often lives in scattered spreadsheets and personal checklists, so it is hard to know which requirements are covered, which tests failed, and whether a feature is safe to ship. Coverage gaps slip through, results get lost, and audits turn into a scramble. QA Management brings requirements, test cases, executions, and coverage into one connected workspace. What you can do Turn requirements... ### [DevOps Management](https://isomate.io/en/features/devops-management/) Description: Plan, track, and deliver software with hierarchical issues, sprints, Kanban boards, releases, ICE prioritization, and Definition of Done quality gates. Content Summary: Give your development team one place to plan, track, and ship software. DevOps Management brings your backlog, sprints, Kanban boards, and releases together so agile teams deliver with less overhead and clearer visibility. The challenge it solves Work scatters across spreadsheets, chat threads, and disconnected tools, so no one has a clear picture of what is planned, in progress, or ready to ship. Priorities become guesswork, quality checks get skipped under deadline pressure, and status updates eat into delivery time. DevOps Management puts every work item, sprint, and release in one tracker with clear status, priority, and ownership. What you... ## Knowledge Base Articles ### [Closing Your Account and How Long Data Is Kept](https://isomate.io/en/knowledge-base/closing-your-account-and-how-long-data-is-kept/) Description: What happens when you delete your own account, what happens to an organization left with no members, and how long ISO Mate keeps each kind of data. Content Summary: There are two different things people mean by closing an account, and they behave differently. Deleting your own user account removes you as a person. An organization account is the shared workspace your team uses, and it survives you leaving it, unless you were the last one in it. This article covers both, and how long data is kept afterwards. Deleting your own user account You can delete your own account from your profile. If you have a password set you will be asked to confirm it first. Accounts that only sign in with Google can delete without one. Your... ### [Changing Your Email Address](https://isomate.io/en/knowledge-base/changing-your-email-address/) Description: Change your account email safely. ISO Mate confirms your password, verifies the new address by emailed link, and protects your old address. Content Summary: Your email address is how you sign in, recover your account, and receive important messages, so ISO Mate treats changing it as a sensitive action. You confirm your current password, then verify the new address from a link sent to it. Until you verify, your original address stays active, so a typo never locks you out. Where to change your email Open the profile menu (the person icon in the top toolbar) and go to your Profile. Update the email address field with your new address. Save your changes. Email addresses must use standard characters, so an address built from... ### [The Email Activity Panel](https://isomate.io/en/knowledge-base/the-email-activity-panel/) Description: The email activity panel shows related contacts, help desk tickets, and issues for a shared mailbox message, and links it to a ticket or creates one. Content Summary: The email activity panel sits beside a message in a shared mailbox and shows who is involved and what work is related to it. It surfaces the related contacts, help desk tickets, and issues for the open email, and lets you link the message to an existing ticket or create a new ticket from it. The panel appears only for shared mailboxes, since personal mailboxes stay private. Open the activity panel Open a message in a shared mailbox, then toggle the related activity panel from the message view. The toggle is available when the message is in a shared mailbox... ### [Running a Risk Review Cycle](https://isomate.io/en/knowledge-base/running-a-risk-review-cycle/) Description: Schedule recurring risk reviews, record a review to update residual exposure and the history timeline, and respond to due and overdue reminders. Content Summary: To run a review cycle, set a review frequency on each risk, then record a review from the risk detail page whenever it falls due. Each review updates the residual score, advances the next review date from the cadence, and adds an entry to the review history. Owners are reminded automatically when a review is due soon or overdue. Why reviews matter Residual exposure shifts as your controls mature and your environment changes. Regular reviews keep every residual score current and give auditors a clear, dated history of how each risk has been reassessed over time. Set a review cadence... ### [Creating a Risk](https://isomate.io/en/knowledge-base/creating-a-risk/) Description: Add a risk to the register, score its inherent and residual exposure on a 5x5 matrix, assign an owner and treatment, and link the controls that treat it. Content Summary: To create a risk, open Compliance then Risks in the sidebar and use the Create button. Record the risk's details, score its inherent and residual exposure, assign an owner, and set a treatment plan. ISO Mate assigns a reference code automatically and computes the score and level band as you type. Add a risk to the register The risk register lives under the Compliance group in the sidebar. Open Risks to see the Risk Register, then click Create. The Create button is a split control, so opening its menu also offers Create with AI when AI creation is enabled for... ### [Interpreting the 5x5 Risk Matrix](https://isomate.io/en/knowledge-base/interpreting-the-5x5-risk-matrix/) Description: Understand how likelihood and impact combine into a 1 to 25 risk score, how scores map to level bands, and how to read the heatmap across layers. Content Summary: ISO Mate scores every risk on a 5x5 matrix: likelihood and impact are each rated from 1 to 5, and their product is a score from 1 to 25. Fixed bands turn that score into a level of low, medium, high, or critical. The heatmap plots your active risks on the same grid so you can see where exposure concentrates. How the score works Each risk is measured on two axes, likelihood and impact, each rated from 1 to 5. The score is likelihood multiplied by impact, giving a value from 1 to 25. This single calculation is used everywhere... ### [Recording a Risk Acceptance](https://isomate.io/en/knowledge-base/recording-a-risk-acceptance/) Description: Formally sign off a risk you choose to tolerate, with a rationale and an optional expiry, and keep an auditable acceptance history. Content Summary: When you decide to tolerate a risk at its current residual exposure, record a formal acceptance from the risk detail page. An acceptance captures who signed off, when, and why, with an optional expiry, and the full history is retained for the audit trail. This is exactly what auditors look for on any risk sitting above your appetite. Why record an acceptance Sometimes treating a risk further is not worthwhile, and the organization chooses to live with it. A formal acceptance turns that decision into a documented, dated record rather than an informal understanding, which keeps your risk register defensible.... ### [Setting Your Risk Appetite](https://isomate.io/en/knowledge-base/setting-your-risk-appetite/) Description: Define the highest residual risk level your organization will tolerate, with optional overrides per category, so risks above appetite are flagged automatically. Content Summary: Risk appetite is the highest residual level your organization is willing to accept. Set it from the Risk Register header, add optional overrides per category, and ISO Mate flags any risk whose residual level ranks above appetite as over appetite so it rises to the top of your attention. What risk appetite means Appetite is expressed as a level band, not a number. A risk is over appetite when its residual level ranks higher than the appetite level, for example a high residual risk when appetite is set to medium. Because it works on the level band, appetite lines up... ### [Importing a Risk Register](https://isomate.io/en/knowledge-base/importing-a-risk-register/) Description: Bring an existing risk register into ISO Mate from a CSV file, with a dry run that validates every row before you commit the valid ones. Content Summary: If you already track risks in a spreadsheet, import them into ISO Mate from a CSV file in one step. Open the Risk Register, click Import, validate your file with a dry run that checks every row, then commit to create the valid rows. Each new risk gets a reference code automatically. Prepare your file Your CSV needs a header row. The required columns are title, category, inherent_likelihood, inherent_impact, residual_likelihood, and residual_impact. Optional columns are description, status, target_likelihood, target_impact, treatment_strategy, treatment_plan, owner_email, review_frequency, and next_review_date. Values follow the same rules as creating a risk by hand: likelihood and impact are... ### [Setting Target Exposure on a Risk](https://isomate.io/en/knowledge-base/setting-target-exposure-on-a-risk/) Description: Record the exposure you are aiming for after treatment so every risk shows an inherent, residual, and target level you can compare. Content Summary: Target exposure is the level you expect a risk to reach once its treatment plan is complete. Set an optional target likelihood and impact on the risk form, and ISO Mate scores it the same way as inherent and residual exposure, so each risk shows where it started, where it sits today, and where it is heading. What target exposure is Alongside inherent exposure (before treatment) and residual exposure (today), target exposure captures your intended end state. It makes the goal of a treatment plan explicit and measurable, rather than leaving it implied. Set a target Open the risk form... ### [Password Security and Breach Detection](https://isomate.io/en/knowledge-base/password-security-and-breach-detection/) Description: Learn how ISO Mate blocks passwords found in known data breaches, when the check runs, how it protects your privacy, and the password rules it enforces. Content Summary: ISO Mate checks every new password against a large database of passwords exposed in known data breaches. If your chosen password appears in a breach, ISO Mate blocks it and asks you to pick a different one. The check is built to protect your privacy: your actual password never leaves the server. When the check runs The breach check runs any time a password is set or changed, including: Registration: when you create your account. Password reset: when you reset a forgotten password from the login page. Invited user setup: when an invited user sets their first password. Admin user... ### [Creating Records with AI](https://isomate.io/en/knowledge-base/creating-records-with-ai/) Description: Create records across ISO Mate by describing them in plain language, with a preview and a confirmation step before anything is saved. Content Summary: You can create records by describing them in plain language. Use the Create tab in the AI Assistant, or the Create with AI option on a feature's Create button. The assistant drafts the record and shows a preview, and nothing is saved until you confirm. Two ways to start AI Assistant Create tab: open the assistant from the toolbar and switch to the Create tab. Create with AI on a feature: on a list page such as Tasks or Issues, open the Create split button and choose Create with AI. This is pre-targeted to that record type. Describe what you... ### [Searching Policies and Procedures with AI](https://isomate.io/en/knowledge-base/searching-policies-and-procedures-with-ai/) Description: Ask natural language questions about your published policies and procedures in the AI Assistant My Data tab, read answers with source citations, and filter by document type. Content Summary: ISO Mate lets you ask plain-English questions about your published policies and procedures and get a written answer drawn from those documents, with citations to the sources it used. You ask in the My Data tab of the AI Assistant, optionally narrow the search to policies or procedures, and open any cited document to verify the detail. The search only reads published documents in your active account, so drafts and other accounts are never included. Open the AI Assistant Click the AI Assistant icon (the sparkle icon) in the top toolbar. Switch to the My Data tab. It queries your... ### [Using the AI Policy Editor](https://isomate.io/en/knowledge-base/using-the-ai-policy-editor/) Description: Generate policy drafts from an instruction and refine existing text with quick actions or custom instructions, using the AI Assist panel built into the ISO Mate policy editor. Content Summary: The AI Policy Editor is the AI Assist panel built into the ISO Mate policy editor. It drafts new policy content from an instruction you type and refines text you have already written, either with one-click quick actions or your own custom instruction. The result streams into a preview so you review it first, then choose to insert it at the cursor or replace the whole document. Open the AI Assist panel Go to Compliance > Policies and open a policy for editing, or click Create to start a new one. In the content editor toolbar, click the AI Assist... ### [Using the AI Assistant](https://isomate.io/en/knowledge-base/using-the-ai-assistant/) Description: Use the AI Assistant to ask natural language questions about your live account data across compliance, DevOps, QA, tasks, incidents, and more. Content Summary: The AI Assistant is a chat panel you open from the top toolbar. It has three tabs: Product Help for how ISO Mate works, My Data for questions about your own account, and Create for making records from a description. This guide focuses on asking about your data, and links to the other two. Open the assistant Click the AI Assistant icon (the sparkle icon) in the top toolbar to open the panel. Type a question and press Enter to send, or Shift and Enter for a new line. Use New Conversation to start over. The three tabs Product Help:... ### [Workflow Triggers](https://isomate.io/en/knowledge-base/workflow-triggers/) Description: A guide to the eight ISO Mate workflow trigger sources: entity events, field changes, schedules, time-relative offsets, inactivity, manual runs, webhooks, and form submissions, with the configuration each one needs. Content Summary: The trigger source decides when a workflow runs. ISO Mate offers eight sources: entity events, field changes, schedules, time-relative offsets, inactivity, manual runs, webhooks, and form submissions. You pick the source when you create a workflow in the Workflow Builder, opened from the Settings gear menu in the top toolbar. Each advanced source is available when its feature is enabled for your account. Entity events The entity source fires when a record is created, updated, or deleted. You choose the trigger entity and the event. Supported entities include most account records, such as Task, Issue, Incident, Note, Ticket, Lead, Opportunity,... ### [The Workflow Expression Builder](https://isomate.io/en/knowledge-base/the-workflow-expression-builder/) Description: Learn the placeholder forms and filter pipeline that let ISO Mate workflows reference trigger data, step outputs, loop items, and change sets inside action configs, branch conditions, and input mappings. Content Summary: The expression builder lets a workflow insert dynamic data into any string field using placeholders wrapped in double curly braces, with optional filters to shape the result. Placeholders work in action configs, field mappings, branch and trigger conditions, and sub-workflow input mappings. The guided builder helps you compose them without memorizing the syntax, and you can always type them directly. Placeholder forms Trigger field: {{trigger.field}} reads a field on the trigger record. Related field: {{trigger.relation.field}} follows an allowed relation to a value on a related record. Custom object field: {{trigger.data.<field_id>}} reads a field on a custom object entry by its... ### [Scheduled Digests and AI Summaries](https://isomate.io/en/knowledge-base/scheduled-digests-and-ai-summaries/) Description: A step-by-step guide to a scheduled ISO Mate workflow that gathers recent records, summarizes them with an AI step, renders a PDF digest, and emails the attachment, plus the fastest path using the Summarize and email template. Content Summary: A scheduled digest workflow runs on a cron schedule, gathers the records created in a recent window, summarizes them with an AI step, renders the result as a PDF, and emails the attachment to your team. This combines the schedule trigger, an AI action, the generate PDF action, and the send email action. Each of these advanced pieces is available when its feature is enabled for your account, and email delivery uses a shared mailbox. The fastest path: the Summarize and email template The quickest way to build this is the Summarize and email template in the Template Gallery. It... ### [Starting from a Workflow Template](https://isomate.io/en/knowledge-base/starting-from-a-workflow-template/) Description: A guide to the ISO Mate Template Gallery: browse pre-built workflows, instantiate a template with its full action tree intact, map account-specific settings, and customize before you enable. Content Summary: A workflow template is a pre-built automation you can instantiate and adapt, which is the fastest way to start. When templates are enabled, you open the Template Gallery from the workflows list, pick a template, map any account-specific settings, and create a ready-to-review workflow with its full action tree, schedule, trigger configuration, and other settings intact. Browse the Template Gallery Open the Workflow Builder from the Settings gear menu in the top toolbar. Select Browse Templates to open the Template Gallery. Search by name or description, or filter by category, to find a fit. Select Use Template on the one... ### [Managing Workflows: Versions, Dry Run, Metrics, and Import/Export](https://isomate.io/en/knowledge-base/managing-workflows-versions-dry-run-metrics-and-import-export/) Description: A guide to the governance features that keep ISO Mate workflows safe and observable: versioning and restore, audit logs, dry run, metrics dashboards, execution history and retries, and portable JSON import and export. Content Summary: ISO Mate gives you governance tools to change workflows safely and understand how they run: versioning, audit logs, dry run, metrics, execution history, and import and export. You reach them from a workflow's detail view and the workflows list in the Workflow Builder. Each of these tools is available when its feature is enabled for your account, and access follows dedicated permissions. Versions and restore Every edit to a workflow is captured as a version. Open the Versions tab to review the history, compare a definition snapshot, and restore an earlier version. Restoring creates a new version with the same... ### [Workflow Actions](https://isomate.io/en/knowledge-base/workflow-actions/) Description: A reference for every ISO Mate workflow action, grouped by purpose: record operations, notifications, helpdesk, calendar and activity, external integrations, AI steps, and control flow like branch, for-each, wait, and call sub-workflow. Content Summary: Actions are the steps a workflow runs after its trigger fires. ISO Mate provides a catalog of thirty action types, grouped by purpose: record operations, notifications, helpdesk, calendar and activity, external integrations, AI steps, and control flow. You add and arrange them on the canvas in the Workflow Builder, and every string field in an action can use placeholders to pull in dynamic data. AI steps and control flow actions are available when their features are enabled for your account. Record operations Create record: create a new record of a chosen entity type with mapped field values. Update record: change... ### [Customizing Your Dashboard](https://isomate.io/en/knowledge-base/customizing-your-dashboard/) Description: Personalize your dashboard: choose widgets, reorder and resize them, set auto-refresh, collapse widgets, and use keyboard shortcuts. Content Summary: The dashboard is yours to tailor. You can choose which widgets appear, reorder and resize them, set how often it refreshes, collapse widgets you want out of the way, and drive it all from the keyboard. Every change is saved to your account. Edit the layout Enter edit mode using the edit control in the dashboard header, or press e. Drag a widget to reorder it, and use its size toggle to switch it between half width and full width. Click Save to keep your layout, or Cancel to discard the changes. Pressing Escape also cancels. Choose which widgets appear... ### [Linking Records to Sales Activities](https://isomate.io/en/knowledge-base/linking-records-to-sales-activities/) Description: Connect tasks, calendar events, notes, and emails to leads, opportunities, and deals for a unified record of every interaction, all captured in the activity timeline. Content Summary: ISO Mate lets you connect tasks, calendar events, notes, and emails to any lead, opportunity, or deal, giving you a unified record of every follow-up action and interaction. You link records from the matching section on a sales record detail page, and each link is captured in the activity timeline. For each type you can link an existing record or create a new one from the same dialog. Link tasks Open a lead, opportunity, or deal detail page. Go to the Tasks section and click the + button. Search for an existing task, or switch to the create tab to... ### [Working with Contact Roles in Sales](https://isomate.io/en/knowledge-base/working-with-contact-roles-in-sales/) Description: Link contacts to leads, opportunities, and deals with roles like Decision Maker or Influencer, so your team always knows who is involved in every sales decision. Content Summary: In ISO Mate you can link contacts to any lead, opportunity, or deal and give each one a role, so your team always knows who is involved and what part they play in the decision. You add and manage these links from the Contacts section on any sales record detail page, and every change is recorded in the activity timeline. The five contact roles Decision Maker: the person with final authority to approve or reject the purchase. Influencer: someone who shapes the decision through recommendations or opinions. Technical Evaluator: the person assessing whether your product meets technical requirements. End User:... ### [Using the Sales Dashboard](https://isomate.io/en/knowledge-base/using-the-sales-dashboard/) Description: Monitor pipeline health with five dashboard metrics: pipeline distribution, revenue forecast, win rate, conversion rates, and a funnel summary, all filterable by pipeline, user, and date. Content Summary: The Sales Dashboard gives you a real-time view of team performance across five metrics: pipeline distribution, revenue forecast, win rate, conversion metrics, and a sales funnel summary. Open it from the Sales group in the sidebar, and filter every metric by pipeline, assigned user, and date range to focus on the segment you care about. Open the dashboard Open the Sales Dashboard from the Sales group in the sidebar. By default it loads data from all pipelines and all users. Use the filter controls at the top to narrow by a specific pipeline, team member, or date range. Pipeline distribution... ### [Managing Products and Price Books](https://isomate.io/en/knowledge-base/managing-products-and-price-books/) Description: Build a product catalog with SKUs and pricing, create price books for different markets, and attach products to deals as line items with automatic value calculation. Content Summary: ISO Mate gives you a product catalog and price books so you can define what you sell, set alternate pricing for different markets or segments, and attach products to deals as line items. You manage both from the Sales group in the sidebar, and deal values recalculate automatically as you add or edit line items. Create a product Open Sales > Products and click New Product. Enter the product name, SKU (stock keeping unit), and a description. Set the unit price and currency. Set the Active toggle. Only active products can be added to deals. Click Create Product to save.... ### [Understanding the Sales Process Flow](https://isomate.io/en/knowledge-base/understanding-the-sales-process-flow/) Description: A clear walkthrough of how leads, opportunities, and deals connect in ISO Mate, and how conversions and shared pipeline stages carry a prospect from first contact to closed revenue. Content Summary: In ISO Mate every prospect moves through three connected record types: a Lead becomes an Opportunity, and an opportunity becomes a Deal. Each step adds detail and commitment, and a one-click conversion carries the data forward so your team never re-enters information. All three share the same pipeline stages, giving you one coherent process from first contact to closed revenue. The funnel: lead to opportunity to deal Lead: an early prospect. You know the company and source but have not qualified them yet. Opportunity: a qualified prospect with real potential. You now track win probability, expected revenue, and a target... ### [Managing Your Sales Pipeline](https://isomate.io/en/knowledge-base/managing-your-sales-pipeline/) Description: Set up pipelines with custom stages, move leads through to opportunities and deals, work the drag and drop board, and monitor performance on the Sales Dashboard. Content Summary: ISO Mate runs your sales pipeline from the Sales group in the sidebar, where you capture leads, qualify them into opportunities, and close them as deals across the stages you define. You work records on a drag and drop board and track results on the Sales Dashboard, so the whole team follows one process from first contact to closed revenue. Build a pipeline A pipeline defines the stages every lead, opportunity, and deal moves through. The default pipeline ships with six stages: Lead, Qualified, Proposal, Negotiation, Closed Won, and Closed Lost. Each stage has a Show For setting that controls... ### [Help Desk Permissions and Roles](https://isomate.io/en/knowledge-base/help-desk-permissions-and-roles/) Description: Learn how to configure role-based permissions for the Help Desk module, covering tickets, canned responses, SLA policies, and auto-assignment rules, and how each permission gates the console. Content Summary: Access to the Help Desk is controlled by ISO Mate's role-based access control (RBAC). You assign granular permissions to roles, and users inherit those permissions from the roles they hold. The Help Desk covers four permission sets, one each for tickets, canned responses, SLA policies, and auto-assignment rules, and every set follows the same view, create, update, and delete pattern. Available permissions Tickets ticket.view: view tickets, the ticket list, the Kanban board, and ticket details. ticket.create: create new tickets. ticket.update: edit ticket fields, add replies and internal notes, change status, assign agents, manage watchers, merge tickets, and link entities. ticket.delete:... ### [Ticket Merging, Watchers, and Entity Linking](https://isomate.io/en/knowledge-base/ticket-merging-watchers-entity-linking/) Description: Learn how to merge duplicate tickets, add watchers for visibility, link tickets to issues, tasks, incidents, and emails, create an issue directly from a ticket, and coordinate with real-time presence. Content Summary: ISO Mate keeps related support work connected. You can merge duplicate tickets into one conversation, add watchers who follow a ticket without owning it, link a ticket to issues, tasks, incidents, and emails, and even raise an issue straight from a ticket. Real-time presence and typing indicators help agents avoid stepping on each other while they work the same ticket. Merge duplicate tickets When several tickets cover the same issue, merge them so the conversation lives in one place. Merging is offered on active tickets from the Merge Ticket panel on the ticket detail page. Open the primary ticket, the... ### [Help Desk Reports and Analytics](https://isomate.io/en/knowledge-base/help-desk-reports-and-analytics/) Description: Explore the ISO Mate Help Desk Reports dashboard: overview, trends, agent performance, SLA compliance, CSAT, and channel metrics, with date filtering and export. Content Summary: The Help Desk Reports dashboard gives you six views of your support operation: an overview, trends, agent performance, SLA compliance, CSAT, and channels. You reach it from the sidebar Reports group, filter every view by a date range, and export the data as CSV or PDF. It is the fastest way to see volume, speed, and satisfaction in one place. Open the reports In the sidebar, open the Reports group and select Help Desk. Use the report filter at the top to set a date range, then apply it to scope every tab to that period. The Export CSV and... ### [Setting Up Email Auto-Responder Workflows](https://isomate.io/en/knowledge-base/setting-up-email-auto-responder-workflows/) Description: Pair two ISO Mate workflows to create tickets from inbound email and send an automatic confirmation reply, using an Email trigger and a Ticket trigger. Content Summary: An email auto-responder in ISO Mate is two workflows working together: the first creates a ticket from an inbound email, and the second sends a confirmation reply whenever a ticket is created. The result is an instant acknowledgment to the requester that carries the ticket reference. Both are built in the Workflow Builder, found in the top toolbar Settings menu. Workflow 1: create the ticket from email Build the first workflow by following Setting Up Email-to-Ticket Workflows. It uses Trigger Source set to Entity Event, Trigger Entity set to Email, Trigger Event set to Created, and the Create Help Desk... ### [Setting Up Email-to-Ticket Workflows](https://isomate.io/en/knowledge-base/setting-up-email-to-ticket-workflows/) Description: Use the ISO Mate Workflow Builder to turn inbound emails into help desk tickets automatically, and route replies into the existing ticket's conversation instead of opening a duplicate. Content Summary: You can turn inbound emails into help desk tickets automatically by building a workflow with an Email trigger and the Create Help Desk Ticket action. When a message lands in a connected shared mailbox, the workflow checks any conditions you set, then creates a ticket with the subject, body, and sender mapped across. The Workflow Builder lives in the top toolbar Settings menu. Before you start Connected mailbox: a shared mailbox must be connected and syncing so that incoming emails are available as trigger records. Permission: you need the workflow.create permission to build workflows. Create the workflow Open the Settings... ### [Requester Portal and CSAT Surveys](https://isomate.io/en/knowledge-base/requester-portal-and-csat-surveys/) Description: Learn how the requester portal lets customers view and reply to their tickets without a login, how tickets auto-reopen on a reply, and how CSAT surveys measure and report satisfaction. Content Summary: The requester portal is a public page where ticket requesters view their ticket, read the conversation, and reply without logging in, while CSAT surveys ask them to rate the support they received. Both are reached through a unique, tokenized link sent by email, and both are protected against spam. Together they close the loop with customers and give you a clear satisfaction signal. The requester portal Every ticket generates a unique access token. When an agent sends a public reply, the requester receives an email with a link to the portal that includes this token, so they can open the... ### [Using the Help Desk Kanban Board](https://isomate.io/en/knowledge-base/using-the-help-desk-kanban-board/) Description: Learn how the drag-and-drop Kanban board visualizes your ticket queue by status, surfaces tickets waiting on a reply, updates a ticket's status instantly, and filters by priority, agent, and SLA status. Content Summary: The Help Desk Kanban board gives you a visual overview of your ticket queue, organized into one column per status. Drag a ticket card from one column to another to change its status, and the update saves automatically. It is the same set of tickets you see in the list, presented as a board you can work at a glance. Open the board Go to Help Desk > Kanban in the sidebar. You can move between the ticket list and the Kanban board at any time. If AI create and the Help Desk feature are enabled and you hold the... ### [Using Canned Responses](https://isomate.io/en/knowledge-base/using-canned-responses/) Description: Learn how to build reusable reply templates with categories and placeholders, create them with AI, and insert them into ticket replies to answer faster with consistent messaging. Content Summary: Canned responses are pre-written reply templates that agents insert into ticket conversations in one click. They keep your messaging consistent and cut the time spent typing common answers, and they can carry placeholders that fill in real ticket details when a reply is sent. Every canned response is shared across the whole account, so a template one agent writes is available to the entire team. Create a canned response Open Help Desk > Canned Responses in the sidebar. Click Create. Canned responses support AI assisted creation, so this is a split control: the main button opens the manual editor, and... ### [Setting Up Auto-Assignment Rules](https://isomate.io/en/knowledge-base/setting-up-auto-assignment-rules/) Description: Route incoming tickets automatically with ISO Mate auto-assignment rules: round robin rotation, category based routing, agent pools, and priority ordering. Content Summary: Auto-assignment rules route incoming tickets to agents automatically, so nothing waits in an unassigned queue. Each rule uses one of two methods, round robin rotation or category based routing, targets a pool of agents, and carries a priority number that decides the order rules are checked. You manage them from the Auto-Assignment page in the sidebar Help Desk group. Create an auto-assignment rule In the sidebar, open the Help Desk group and select Auto-Assignment. Click New Rule in the top right. Enter a Name for the rule. Choose an Assignment Method: Round Robin or Category Based. If you chose Category... ### [Configuring SLA Policies](https://isomate.io/en/knowledge-base/configuring-sla-policies/) Description: Create an SLA policy in ISO Mate: set first response and resolution targets per priority, define business hours, choose a default, and track breaches. Content Summary: An SLA policy in ISO Mate sets the first response and resolution time targets your support team commits to for each ticket priority. You create policies from the SLA Policies page in the sidebar Help Desk group, define optional business hours, enter per priority targets in minutes, and mark one policy as the default so it applies to new tickets automatically. Create an SLA policy In the sidebar, open the Help Desk group and select SLA Policies. Click New Policy in the top right. Under Policy Details, enter a Name and an optional Description. Configure Business Hours and Response &... ### [Managing Help Desk Tickets](https://isomate.io/en/knowledge-base/managing-help-desk-tickets/) Description: A complete walkthrough of the ISO Mate Help Desk ticket lifecycle, from creating and assigning tickets to replying, using internal notes, and resolving them. Content Summary: The ISO Mate Help Desk turns support requests into structured tickets you can create, assign, reply to, and resolve from one place. Every ticket carries a status, priority, category, channel, a requester, and an optional assigned agent, while a threaded conversation keeps public replies and private notes together. This guide walks through the full ticket lifecycle, from creation to resolution. Where the Help Desk lives Help Desk features sit in the Help Desk group in the left sidebar, which includes Tickets, Kanban, Canned Responses, SLA Policies, and Auto Assignment. Each item appears only when your role grants the matching permission... ### [Projects and Git Integrations](https://isomate.io/en/knowledge-base/projects-and-git-integrations/) Description: How to create projects, connect GitHub, GitLab, or Bitbucket repositories, and track branches, commits, and pull requests from the issue detail in ISO Mate. Content Summary: Projects in ISO Mate group issues under a shared key prefix and let you connect Git repositories so branches, commits, and pull requests are tracked against the right issues. You manage projects from the Projects page in the DevOps group of the left sidebar, and you connect repositories from each project's settings. Once connected, ISO Mate keeps repository activity in sync automatically. Creating a project Open Projects: In the left sidebar, expand the DevOps group and select Projects. Start a new project: Select New Project. Enter the basics: Give the project a name and a key of 2 to 10... ### [Using AI Email Drafting and Refinement](https://isomate.io/en/knowledge-base/using-ai-email-drafting-refinement/) Description: Draft emails from notes and refine existing text with the AI assist panel in the ISO Mate composer, then insert or replace the generated content. Content Summary: ISO Mate includes an AI assist panel inside the email composer that drafts messages from a few notes and refines text you have already written. Open the composer, toggle the AI panel, then use the Draft tab to turn notes into a message with a chosen tone, or the Refine tab to shorten, lengthen, adjust tone, or fix grammar. The result can be inserted into your message or used to replace it. Open the AI assist panel The AI assist lives in the composer, so start a message first. Select Compose, or open a message and choose Reply, Reply All,... ### [Using the AI Support Chat](https://isomate.io/en/knowledge-base/using-ai-support-chat/) Description: Use the AI Assistant's Product Help tab to get instant answers about ISO Mate features, follow source links, and report missing content. Content Summary: Product Help is the tab of the AI Assistant that answers questions about how to use ISO Mate. Ask in plain language and it replies with step by step help, citing the help articles it used. If it cannot find an answer, you can report the gap so the content gets added. Open Product Help Click the AI Assistant icon in the top toolbar. The Product Help tab is selected by default. Suggested questions appear based on the page you are on, so you can click one or type your own. Press Enter to send, or Shift and Enter for... ### [Prioritizing Issues with ICE Scoring](https://isomate.io/en/knowledge-base/prioritizing-issues-ice-scoring/) Description: How ICE scoring in ISO Mate rates issues on Impact, Confidence, and Ease, adjusts for type and source, and orders your backlog by score. Content Summary: ICE scoring in ISO Mate helps you prioritize issues by rating each one on three dimensions: Impact, Confidence, and Ease. ISO Mate then calculates a single weighted score that also accounts for the issue type and its source, giving you a consistent way to order your backlog. You set and adjust the score from the ICE dialog on the Issues list, the backlog, and the sprint and release views. What ICE measures Each issue is rated on three factors, each from 1.0 to 10.0: Impact: How much value or improvement the issue will deliver. Confidence: How certain you are about... ### [Understanding Issue Project Keys](https://isomate.io/en/knowledge-base/understanding-issue-project-keys/) Description: How ISO Mate builds issue keys from a project key or a type prefix, how numbering works, and why keys stay stable over time. Content Summary: Every issue in ISO Mate has a unique key, shown as its title, made of a prefix and a sequential number such as PROJ-12 or USR-5. The prefix comes from the issue project when the issue belongs to one, and otherwise from the issue type. The number increments automatically for each prefix within your account. Project based keys When you create a project from the Projects page in the DevOps group, you give it a key of 2 to 10 uppercase letters or numbers. The key is fixed at creation and cannot be changed afterward. Every issue you create under... ### [Connecting via the MCP Server](https://isomate.io/en/knowledge-base/connecting-via-mcp-server/) Description: Connect AI assistants and developer tools to ISO Mate through the built in MCP server. Create a scoped API token, point your client at the /api/mcp endpoint, and manage your workspace by resource and operation. Content Summary: The ISO Mate MCP server lets AI assistants and developer tools manage your workspace over a single endpoint, using a scoped API token for authentication. You connect your client to the /api/mcp endpoint of your ISO Mate API and authenticate with a token you create under Profile > API Tokens. Every request runs through the same permissions and account scoping as the REST API. Step 1: Create an API token Open the profile menu in the top toolbar and choose API Tokens. Click Create Token. Give the token a descriptive Token Name, for example "Kiro Integration". Choose the Account the... ### [Troubleshooting Common Issues](https://isomate.io/en/knowledge-base/troubleshooting-common-issues/) Description: Solutions for common ISO Mate problems, including sign-in and email verification issues, permission errors, subscription access, account limits, rejected file uploads, email and calendar sync failures, rate limits, and missing data. Content Summary: Most issues in ISO Mate come down to a permission, an active filter, or a connection that needs refreshing. Use the sections below to fix the most common problems with signing in, permissions, subscription access, account limits, file uploads, email and calendar sync, rate limits, and missing data. Where a topic has a dedicated guide, follow the link for the full walkthrough. Signing in I forgot my password On the login page, select Forgot password? and enter your email address. We send a reset link to your inbox that expires after a short time, so use it promptly. Only the... ### [Frequently Asked Questions](https://isomate.io/en/knowledge-base/frequently-asked-questions/) Description: Answers to the questions we hear most about ISO Mate accounts, features, security, billing, and integrations, with links to detailed guides. Content Summary: ISO Mate brings DevOps, QA, compliance, help desk, sales, and team collaboration together in one platform. Below are answers to the questions we hear most often about accounts, features, billing, and integrations. Where a topic has a dedicated guide, follow the link for the full detail. Getting started What is ISO Mate? ISO Mate is a multi-tenant project management, quality assurance, and compliance platform. It combines DevOps issue tracking, QA test management, compliance frameworks, risk and incident management, a help desk, and a sales pipeline, alongside everyday collaboration tools such as notes, tasks, calendar, and email. Is there a free... ### [Configuring Account Settings](https://isomate.io/en/knowledge-base/configuring-account-settings/) Description: Set your organization name, logo, default currency, business address, and default timezone from one Account Settings page. Content Summary: Account Settings is where you configure the details that apply to your whole organization: your company logo, organization name, default currency, business address, and default timezone. Open it from the Settings menu (the gear icon in the top toolbar) and choose Account Settings. Saving applies your changes for everyone in the account. Opening Account Settings Click the Settings menu (the gear icon) in the top toolbar. Choose Account Settings. Access to this page is controlled by the Account Settings permission, so a team member sees it only when their role grants it. Company logo Upload a logo to brand your... ### [Setting Up Two-Factor Authentication](https://isomate.io/en/knowledge-base/setting-up-two-factor-authentication/) Description: Add a second sign in step with SMS two-factor authentication, save your recovery codes, change the number that receives them, and link a Google account. Content Summary: Two-factor authentication (2FA) adds a second step at sign in. In ISO Mate it sends a six digit verification code to your mobile phone by SMS, so a password alone is not enough to reach your account. You turn it on from Security Settings in the profile menu (the person icon in the top toolbar), and you need a mobile number on your profile first. Before you start Codes are delivered by SMS, so add a mobile phone number to your profile before enabling 2FA. If no number is set, Security Settings shows a prompt linking you to your profile... ### [Managing Notification Preferences](https://isomate.io/en/knowledge-base/managing-notification-preferences/) Description: Choose which notification categories you receive, set per category quiet hours, and control the sound and browser push channels. Content Summary: Notification Preferences let you decide which categories of notifications you receive and how each one reaches you. Every category has its own switches for the in app alert, a sound, and a browser push, plus its own quiet hours window. Open the notification tray with the bell icon in the top toolbar, then go to Preferences. Opening Notification Preferences Click the bell icon in the top toolbar to open the notification tray. Open Preferences to reach the full settings page. Use Enable All or Disable All at the top of the page to switch every category at once. Controls for... ### [Managing Billing Contacts](https://isomate.io/en/knowledge-base/managing-billing-contacts/) Description: Manage who receives invoices and billing notifications in ISO Mate. Add, edit and remove billing contacts, link them to account users, and set the primary contact. Content Summary: Billing contacts decide who receives invoices and billing notifications for your account. You manage them under Billing Contacts in the Settings menu, where you can add, edit, and remove contacts and choose which one is primary. Open billing contacts In the top toolbar, open the Settings menu (the gear icon) and choose Billing Contacts. Managing contacts requires the billing management permission. Add a billing contact Click Add Contact. Optionally link the contact to an existing account user. Selecting a user fills the email and name automatically. Leave it unlinked to enter an external contact by hand. Enter the Email Address,... ### [Managing Your Subscription](https://isomate.io/en/knowledge-base/managing-your-subscription/) Description: A guide to your ISO Mate subscription. View your plan, trial, seats, user allowance and invoices, subscribe, update payment, cancel or resume through the secure Stripe billing portal, and understand what happens if access lapses. Content Summary: You manage your ISO Mate subscription under Billing in the Settings menu. The billing page shows your current plan, trial, seats, and next payment, and the paid actions like subscribing, updating payment, cancelling, and resuming all open the secure Stripe billing portal. Open the billing page In the top toolbar, open the Settings menu (the gear icon) and choose Billing. While you are on a trial, the trial badge in the toolbar also opens this page. Managing the subscription requires the billing management permission. The billing page stays reachable at all times, including after a trial has run out or... ### [Tracking and Resolving Incidents](https://isomate.io/en/knowledge-base/tracking-resolving-incidents/) Description: A complete guide to creating incidents, moving through the status workflow, assigning team roles, linking tasks and notes, and completing GDPR data breach fields in ISO Mate. Content Summary: ISO Mate tracks incidents from first report to closure through a controlled status workflow, with role based assignments, linked tasks and notes, a full activity timeline, and built in GDPR data breach handling. You manage every incident from the Incidents group in the sidebar. Create an incident Open Incidents from the sidebar Incidents group. Use the Create control. A Create with AI option appears when AI create is enabled for your account. Complete the incident fields: Title: a clear summary of what happened Category: Data Breach, Security Incident, System Outage, Policy Violation, or Other Severity: Critical, High, Medium, or Low... ### [Workflow Automation Overview](https://isomate.io/en/knowledge-base/creating-workflow-automations/) Description: A complete introduction to ISO Mate workflows: the eight trigger sources, the action catalog, the visual builder, placeholders and filters, templates, and governance features like versioning, dry run, and metrics. Content Summary: Workflows in ISO Mate automate repetitive work by reacting to events in your account. When a trigger fires and any conditions you set are met, the workflow runs a sequence of actions in order. You build them in the visual Workflow Builder, which is opened from the Settings gear menu in the top toolbar. Workflows support eight trigger sources, a catalog of nearly thirty action types, branching and loops, AI steps, and guided placeholders, and most advanced capabilities are available when the matching feature is enabled for your account. How to create a workflow Open the Settings gear menu in... ### [Using the Feedback Portal](https://isomate.io/en/knowledge-base/using-feedback-portal/) Description: Submit feedback with a type and visibility, capture debug details on bug reports, vote, comment, and track items through their status. Content Summary: The Feedback portal in ISO Mate lets your team share ideas, request features, and report bugs, then vote and comment to help set priorities. You open the submission form from the feedback icon in the top toolbar, and you can browse and manage all submissions on the Feedback page in the sidebar. Each item carries a type, a visibility setting, votes, comments, and a status you can follow. Submitting feedback Click the feedback icon in the top toolbar to open the submission dialog. Enter a clear Title and a Description of your idea or issue. Choose a Type: Feature Request,... ### [Managing Contacts](https://isomate.io/en/knowledge-base/managing-contacts/) Description: Create contacts with email, name, company, phone, and notes, search and filter your directory, email selected contacts, and export to CSV. Content Summary: Contacts in ISO Mate are a shared directory for the external people your team works with, such as clients, vendors, and partners. You reach them from the Contacts item in the sidebar General group, where the Create button opens the contact form. Each contact stores an email, name, company, phone, and notes, and you can search, filter, email selected contacts, and export to CSV. Creating a contact Open Contacts from the sidebar General group. Click Create to open the contact form. When AI creation is enabled, the caret next to the button reveals a Create with AI option. Enter the... ### [Composing, Replying, and Forwarding Emails](https://isomate.io/en/knowledge-base/composing-replying-forwarding-emails/) Description: Write email in ISO Mate: compose, reply, reply all, and forward from the composer, add attachments and a signature, with drafts that auto-save. Content Summary: In ISO Mate you write email from the Email client in the sidebar. Select Compose to start a new message, or open a message and choose Reply, Reply All, or Forward. Each opens the composer, where you pick the sending mailbox, add recipients, write with a rich text editor, attach files, and choose a signature. Drafts save automatically as you type, so you never lose a message in progress. Open the email client Select Email in the General group of the sidebar. The client shows your mailboxes and folders on the left, the message list in the middle, and the... ### [Setting Up Chat Webhooks](https://isomate.io/en/knowledge-base/setting-up-chat-webhooks/) Description: Enable an inbound webhook on a channel so external services post automated messages, using a simple JSON payload and a regenerable token. Content Summary: A chat webhook lets external services post automated messages into an ISO Mate channel. A channel admin enables the webhook in Channel Settings, copies the webhook URL, then external tools send a POST request with a small JSON body to publish a message. It is ideal for build notifications, monitoring alerts, and status updates from other systems. Enable a channel webhook Open Chat from the sidebar General group and select the channel. Open Channel Settings from the channel header (admin only) and go to the Webhook tab. Turn on Webhook Enabled. Use Copy URL to copy the Webhook URL for... ### [Connecting a Personal Mailbox](https://isomate.io/en/knowledge-base/connecting-personal-mailbox/) Description: Connect a personal mailbox from the My Mailboxes menu using Google OAuth for Gmail or IMAP and SMTP for custom servers, then sync and send. Content Summary: You connect a personal mailbox from the My Mailboxes screen in the profile menu, then choose either Google (OAuth) for Gmail and Google Workspace or IMAP/SMTP for any other provider. Google accounts authorize in a secure popup, while IMAP and SMTP mailboxes use the host, port, encryption, username, and password from your provider. Once connected, ISO Mate syncs your folders and messages so you can read and send mail without leaving the platform. Where personal mailboxes live Open the profile menu (the person icon) in the top toolbar and choose My Mailboxes. This screen lists every personal mailbox you have... ### [Setting Up a Shared Mailbox](https://isomate.io/en/knowledge-base/setting-up-shared-mailbox/) Description: Create a shared mailbox from the Settings menu with Google OAuth or IMAP and SMTP. Access is granted through roles and permissions, not per mailbox. Content Summary: You set up a shared mailbox from the Settings menu (the gear icon) under Shared Mailboxes. A shared mailbox connects the same way as a personal one, with Google (OAuth) or IMAP and SMTP, but it is not tied to a single person. Instead, everyone on your account who holds the right mailbox permissions can read and reply, which makes it ideal for a support, sales, or info address that a whole team works from. Where shared mailboxes are set up Open the Settings menu (the gear icon) in the top toolbar and choose Shared Mailboxes. This screen lists every... ### [Managing Emails: Viewing, Filtering, and Organizing](https://isomate.io/en/knowledge-base/managing-emails-viewing-filtering/) Description: Read, search, sort, and filter email in ISO Mate, star and archive messages, organize with folders and labels, and apply bulk actions. Content Summary: In the ISO Mate email client you read messages in the reading pane and keep your inbox under control with search, sorting, filters, stars, archiving, folders, and labels. System folders such as Inbox, Sent, Drafts, Trash, and Spam are created for each mailbox, while custom labels let you tag messages across folders. Bulk actions apply the same change to many messages at once. View and read messages Select a folder in the left panel to load its messages, then select a message to open it in the reading pane. Opening a message marks it as read and updates the unread... ### [Managing Email Signatures](https://isomate.io/en/knowledge-base/managing-email-signatures/) Description: Manage email signatures per mailbox in ISO Mate: create, edit, set a default, and delete them, then pick one in the composer as you write. Content Summary: You manage email signatures per mailbox in ISO Mate. Open a mailbox from My Mailboxes or Shared Mailboxes, edit it, and select Manage Signatures to create, edit, set a default, or delete signatures. Each mailbox can hold several signatures, and the default is added when you write, though you can switch signatures in the composer at any time. Open the signature manager Signatures belong to a mailbox, so you reach them from that mailbox's edit screen after it has been saved. Personal mailbox: open the profile menu, choose My Mailboxes, edit the mailbox, then select Manage Signatures. Shared mailbox: open... ### [Creating and Managing Calendar Events](https://isomate.io/en/knowledge-base/creating-managing-calendar-events/) Description: Create calendar events with times, all-day and recurring options, attendees, colors, and Google Meet, then edit or delete events and series. Content Summary: You create calendar events in ISO Mate from the Calendar page in the sidebar General group. Open the Create control in the header or click a date or time slot on the grid, fill in the event details, then save. Events support start and end times, all-day scheduling, recurring series, attendees, a color for visual grouping, and a Google Meet link on synced Google calendars. Open the calendar Open Calendar from the sidebar General group. The calendar opens in your default view, which can be Month, Week, Day, or Agenda. Switch layouts with the Month, Week, and Day buttons, and... ### [Connecting Google Calendar](https://isomate.io/en/knowledge-base/connecting-google-calendar/) Description: Connect your Google account for two-way calendar sync, enable event sync and Google Meet, control calendar visibility, and disconnect when needed. Content Summary: ISO Mate connects to Google Calendar for two-way sync, so events created on either side stay in step. You connect your Google account from Calendar Settings, then enable event sync on the connection to turn on syncing and Google Meet. Your Google calendars appear as calendar sources you can show or hide alongside your ISO Mate calendars. Connect your Google account Open Calendar from the sidebar General group. Go to Settings, then find the Google Calendar Integration section. Click Connect Google Calendar. Sign in to your Google account in the popup and grant the requested permissions so ISO Mate can... ### [Creating and Organizing Notes](https://isomate.io/en/knowledge-base/creating-organizing-notes/) Description: Write rich text notes, organize them with folders and tags, search and filter, explore the mindmap view, and export to CSV or PDF. Content Summary: Notes in ISO Mate give your team a rich text space for documentation, meeting records, and reference material. You reach them from the Notes item in the sidebar General group, where the Create button opens the note editor. Folders and tags keep notes organized, and search, a mindmap view, and CSV or PDF export help you find and share them. Creating a note Open Notes from the sidebar General group. Click Create to open the note editor. When AI creation is enabled, the caret next to the button reveals a Create with AI option. Enter a Title. Write the body... ### [Using the Diagram Builder](https://isomate.io/en/knowledge-base/using-diagram-builder/) Description: Create diagrams from a template, drag shapes onto the canvas, connect them, style them, and export as PNG, PDF, or JSON. Content Summary: The Diagram Builder in ISO Mate is a canvas editor for UML, ERD, UI mockups, network, cloud infrastructure, and general diagrams. You reach it from the Diagrams item in the sidebar General group, where the Create button opens a template picker and then the canvas. You add shapes by dragging them from the palette, connect them, style them, and export the result as PNG, PDF, or JSON. Creating a diagram Open Diagrams from the sidebar General group. Click Create to open the template dialog. When AI creation is enabled, the caret next to the button reveals a Create with AI... ### [Building Custom Object Types](https://isomate.io/en/knowledge-base/building-custom-object-types/) Description: Learn how to build custom object types in ISO Mate: create the type, lay out tabs and columns, drag in fields, configure conditions, and publish for your team. Content Summary: Custom object types let you define your own data structures in ISO Mate using a visual builder, with no code. You create a type, lay out its tabs and columns, drag in the fields you need, then publish it so your team can start adding entries. Use it to track anything that does not fit a built in module, such as assets, vendors, contracts, or risks. Create a new object type In the top toolbar, open the Settings menu (the gear icon), then choose Object Builder. The Object Types list opens. Click Create to open the builder. If Create with... ### [Managing Custom Object Entries](https://isomate.io/en/knowledge-base/managing-custom-object-entries/) Description: Learn how to create, find, edit, bulk update, and export entries for your custom object types in ISO Mate. Content Summary: Entries are the individual records you capture against a published custom object type, such as one asset, one vendor, or one contract. Open a type to see its entries in a table, then create, search, edit, bulk update, and export them. This guide covers the entries list and everything you can do from it. Open a type's entries A custom object type only appears once it is published (see Building Custom Object Types). There are two ways to reach its entries: In the sidebar, open the Object Types section and click the type. This opens its entries list. Or open... ### [Using Reports and Analytics](https://isomate.io/en/knowledge-base/using-reports-analytics/) Description: A guide to the ISO Mate reporting dashboards for DevOps, QA, tasks, help desk, incidents, compliance, sales, feedback, calendar and account, with token search filtering, quick date range pills, and CSV or PDF export. Content Summary: ISO Mate gives you a dedicated reporting dashboard for each major module, all grouped under Reports in the sidebar. Every dashboard shares the same controls, so you filter with the token search bar, narrow the time window with quick date range pills, and export the exact view you are looking at to CSV or PDF. Open the report dashboards Expand the Reports group in the sidebar. Each item opens its own dashboard, and you only see the ones your role has permission to view: DevOps: issue and sprint delivery metrics QA: test execution and coverage metrics Task: task completion and... ### [Managing Users and Roles](https://isomate.io/en/knowledge-base/managing-users-roles/) Description: Invite people to your account, assign them one or more roles, and build custom roles with granular, per area permissions. Content Summary: You manage people in your account from two places. Invite and edit users from Account Users in the sidebar (General group), and build the roles that grant permissions from Roles and Permissions in the Settings menu (the gear icon in the top toolbar). A user can hold several roles, and their access is the combined permissions of those roles. Inviting a user Open Account Users from the sidebar General group. Click Add User. Fill in the details: Name: the person's full name (required). Email: the address the invitation is sent to (required). Role: an optional free text job title such... ### [Calendar Sources and Settings](https://isomate.io/en/knowledge-base/calendar-sources-settings/) Description: Understand account, personal, and Google calendar sources, create personal calendars, toggle visibility, and set your default view, timezone, and reminders. Content Summary: Calendar sources are the separate calendars that feed your ISO Mate calendar, and settings control how the calendar looks and behaves for you. Sources come in three types: account calendars shared across your organization, personal calendars you own, and Google calendars you connect. You manage personal calendars and preferences from Calendar Settings, and toggle which sources are visible from the calendar sidebar. Calendar source types Account: an organization calendar available to the account. Personal: a calendar you create and own, private to you unless shared. Google: a calendar from a connected Google account. To connect a Google calendar as a... ### [Managing Controls and Evidence](https://isomate.io/en/knowledge-base/managing-controls-evidence/) Description: Define controls, map them to requirements, policies, and risks, upload evidence linked to controls, and use the Crosswalk view to see coverage across frameworks. Content Summary: Controls are the safeguards that satisfy your requirements, and evidence is the proof they operate. In ISO Mate you define a control, map it to the requirements, policies, and risks it addresses, then upload evidence files and link each one to a control. Controls, the Evidence Vault, and the Crosswalk all live in the sidebar Compliance group. Create a control Go to Compliance > Controls and click Create. When AI creation is enabled for your account, the button also offers Create with AI. Enter an identifier, a title, and an optional description. Set the implementation status: Not Implemented, In Progress,... ### [Using Definition of Done Templates](https://isomate.io/en/knowledge-base/using-dod-templates/) Description: How to build reusable Definition of Done checklists in ISO Mate and apply them to issues from the board as subtasks. Content Summary: Definition of Done (DoD) templates in ISO Mate are reusable checklists that capture the criteria an issue must meet before it counts as complete. You build them from the DoD Templates page in the DevOps group of the left sidebar, then apply a template to an issue so each checklist item becomes a subtask. This keeps your quality bar consistent across every piece of work. Creating a DoD template Open DoD Templates: In the left sidebar, expand the DevOps group and select DoD Templates. Start a new template: Select New Template to open the template dialog. Name the template: Give... ### [Managing Features and User Stories](https://isomate.io/en/knowledge-base/managing-features-user-stories/) Description: Group requirements as features, capture user stories with acceptance criteria, and link test cases and issues to track coverage in ISO Mate. Content Summary: Features and user stories are the requirements layer of the ISO Mate QA module. A feature groups related user stories, and each user story carries acceptance criteria that test cases cover. You manage both from the Quality Assurance group in the sidebar. How features and user stories fit together A feature represents a product capability and rolls up coverage from the user stories beneath it. A user story describes a single requirement, holds its acceptance criteria, and links to the test cases that verify it and the issues that deliver it. Create a feature Open the Quality Assurance group in... ### [Creating and Managing Test Cases](https://isomate.io/en/knowledge-base/creating-managing-test-cases/) Description: Create test cases with steps and preconditions, organize them in folders, use versioning and parameters, and link them to stories and issues. Content Summary: Test cases are reusable test specifications that form the foundation of your testing in ISO Mate. Each test case holds ordered steps, properties such as priority and type, and links to the requirements and defects it relates to. You create and organize them from the Test Cases page in the Quality Assurance group. Create a test case Open the Quality Assurance group in the sidebar and select Test Cases.Use the Create button. When AI create is enabled for your account, Create with AI can draft the test case from a short prompt.Enter the title and an optional description.Set the properties:... ### [Running Test Cycles and Executions](https://isomate.io/en/knowledge-base/running-test-cycles-executions/) Description: Create test cycles, add test cases as executions, run tests step by step, record results, block or link defects, and track cycle progress. Content Summary: Test cycles group test cases into an organized testing effort, and executions record the result of running each test case within a cycle. You run tests step by step, capture pass, fail, or blocked results, and link defects for traceability. Cycles live in the Quality Assurance group in the sidebar. Create a test cycle Open the Quality Assurance group in the sidebar and select Test Cycles.Use the Create button. When AI create is enabled for your account, Create with AI can draft the cycle from a short prompt.Enter the cycle name and an optional description.Set the status (Planned, In Progress,... ### [Using the Traceability Matrix](https://isomate.io/en/knowledge-base/using-traceability-matrix/) Description: View top-down and bottom-up traceability from features to executions, find coverage gaps and orphan test cases, and export the matrix to PDF. Content Summary: The traceability matrix shows how requirements connect to tests so you can spot coverage gaps at a glance. It offers a top-down view from features down to executions and a bottom-up view from test cases back to the requirements they cover. Open it from the Traceability item in the Quality Assurance group. Open the matrix In the sidebar, open the Quality Assurance group and select Traceability. The Traceability Matrix opens in the top-down view, and you can switch views with the Top-Down and Bottom-Up toggle in the header. Top-down view The top-down view traces requirements down to the tests that... ### [QA Metrics and Test Environments](https://isomate.io/en/knowledge-base/qa-metrics-test-environments/) Description: Read the QA metrics dashboard for defect detection, test effectiveness, coverage, reusability, effort variance, and trends, and manage test environments. Content Summary: The QA metrics dashboard turns your testing activity into clear signals about quality and effort, and test environments record where each test was run. Both live in the Quality Assurance group in the sidebar. This guide explains the metrics you will see and how to set up environments. Open the metrics dashboard In the sidebar, open the Quality Assurance group and select Metrics. Use the filters to set the period start, period end, and granularity (daily, weekly, or monthly) for the trend data. Key metrics Defect detection rate: the share of defects caught during testing compared with those that escaped... ### [Creating and Managing Tasks](https://isomate.io/en/knowledge-base/creating-managing-tasks/) Description: Create tasks with due dates, priorities, statuses, and assignees, set up recurring schedules, run bulk actions, and export to CSV or PDF. Content Summary: Tasks in ISO Mate let you capture work items with a title, description, due date, priority, status, and assignee, then track each one from pending through to completed. You reach them from the Tasks item in the sidebar General group, where the Create button opens the task form. Recurring schedules, bulk actions, filtering, and CSV or PDF export are all built in. Creating a task Open Tasks from the sidebar General group. Click Create to open the task form. When AI creation is enabled, the caret next to the button reveals a Create with AI option that drafts a task... ### [Setting Up Compliance Frameworks](https://isomate.io/en/knowledge-base/setting-up-compliance-frameworks/) Description: Scaffold a compliance framework from a built-in template or build one from scratch, add requirements, and track your compliance posture in ISO Mate. Content Summary: A framework is the backbone of your compliance program in ISO Mate, defining the standard your organization commits to. You can set one up in two ways: scaffold a complete framework from a built-in template in your chosen language, or start from a blank framework and add everything yourself. Frameworks and every related feature live in the sidebar Compliance group. Two ways to create a framework Open Compliance > Frameworks in the sidebar, then use the Create button. When AI creation is enabled for your account, the button splits into Create and Create with AI. Choosing Create opens a dialog... ### [Managing Policies and Attestations](https://isomate.io/en/knowledge-base/managing-policies-attestations/) Description: Draft policies with version control, assign them to user groups, publish attestation cycles, and track completion against a threshold in ISO Mate. Content Summary: Policies capture the rules your organization commits to, and attestations are the record that each person has read and accepted them. In ISO Mate you draft a policy, publish it under version control, assign it to user groups, and track who has signed. Policies, user groups, and audit logs live in the sidebar Compliance group, and each person signs from My Compliance in their profile menu. Create a policy Go to Compliance > Policies and click Create. When AI creation is enabled for your account, the button also offers Create with AI. Enter the policy title. Optionally choose a category... ### [Managing Procedures](https://isomate.io/en/knowledge-base/managing-procedures/) Description: Create operational procedures with categories and ordered steps, schedule recurrence that generates tasks each cycle, link them to controls, and manage versions. Content Summary: Procedures document the operational processes your organization repeats, such as access reviews or backup checks, and ISO Mate turns them into scheduled, trackable work. You create a procedure in the sidebar Compliance group, give it a category and ordered steps, set an optional recurrence, link it to the controls it supports, and publish it under version control. Recurring procedures generate a task each cycle, so the work is assigned, due-dated, and evidenced. Create a procedure Go to Compliance > Procedures and click Create. When AI creation is enabled for your account, the button also offers Create with AI. Enter the... ### [Compliance Audit Logs](https://isomate.io/en/knowledge-base/compliance-audit-logs/) Description: View the automatic compliance audit trail, filter by entity type, action, and date range, expand before and after changes, and export logs to CSV or PDF for auditors. Content Summary: ISO Mate records a compliance audit log automatically every time a framework, requirement, policy, procedure, control, evidence item, attestation, or user group changes. You review the trail under Compliance > Audit Logs, filter it by entity type, action, or date, expand a row to see exactly what changed, and export the result to CSV or PDF for an external auditor. Logs are read-only and scoped to your active account, so they stand as a reliable record. View the audit trail Go to Compliance > Audit Logs in the sidebar. Read the table, which lists each logged activity with these columns:... ### [Using Team Chat Channels](https://isomate.io/en/knowledge-base/using-team-chat-channels/) Description: Create public and private channels, discover and join channels, invite members, manage admins and channel settings, and leave channels in ISO Mate chat. Content Summary: Channels are the shared spaces in ISO Mate team chat, and you reach them from Chat in the sidebar General group. Create a public channel that anyone can join or a private channel that is invite only, then manage members, admins, and channel settings as needed. Public channels can be discovered and joined by anyone, while private channels stay limited to invited members. Create a channel Open Chat from the sidebar General group. Click Create Channel next to the Channels section. Enter a Channel Name and an optional description. Choose the Channel Type: Public so anyone can join, or Private... ### [Sending Messages and Direct Messages](https://isomate.io/en/knowledge-base/sending-messages-direct-messages/) Description: Send messages in channels and direct messages, use @mentions and hashtags, attach files, edit or delete messages, and start conversations in ISO Mate chat. Content Summary: You send messages in ISO Mate chat from any channel or direct message, reached through Chat in the sidebar General group. Type in the input at the bottom and press Enter to send, mention people with @, tag topics with #, and attach files by dragging them in. You can edit or delete your own messages, and start a private direct message with any teammate. Send a message Open a channel or a direct message. Type your message in the input field at the bottom. Press Enter to send, or use Shift and Enter for a new line. Mention people... ### [Getting Started with ISO Mate](https://isomate.io/en/knowledge-base/getting-started-with-iso-mate/) Description: Learn how to get into an account, set up your organization, invite your team, and explore the ISO Mate platform. Content Summary: Welcome to ISO Mate. This guide walks you through the first steps: getting into an account, setting up your organization, inviting your team, and finding your way around. Each step links to a detailed guide when you want more. Get into an account If someone invited you, open the invitation email and accept it. When you have not used ISO Mate before, choosing a password from that invitation is what creates your account and joins their organization at the same time, so there is nothing to set up beforehand. If you already have an account, accepting adds their organization to... ### [Managing Releases](https://isomate.io/en/knowledge-base/managing-releases/) Description: How to create release versions, link issues, track progress, and move versions through Unreleased, Released, and Archived in ISO Mate. Content Summary: Releases in ISO Mate are version milestones that group completed work so you can track progress toward a shipment. You manage them from the Releases page in the DevOps group of the left sidebar, and each release moves through the Unreleased, Released, and Archived states. A progress bar on every release shows how many of its issues are done. Creating a release Open Releases: In the left sidebar, expand the DevOps group and select Releases. Start a new release: Select New Release to open the release dialog. Enter the details: Give the release a version name (required) and an optional... ### [Managing Sprints](https://isomate.io/en/knowledge-base/managing-sprints/) Description: How to create sprints, start and close them from the Backlog, and manage sprint issues in the ISO Mate DevOps workspace. Content Summary: Sprints in ISO Mate are iterations that group issues into a focused delivery window. You create and manage them from the DevOps group in the left sidebar, then move each sprint through the Future, Active, and Closed states as work progresses. Only one sprint can be active at a time, which keeps your team committed to a single scope. Creating a sprint Open Sprints: In the left sidebar, expand the DevOps group and select Sprints. Start a new sprint: Select Add Sprint to open the sprint dialog. Enter the details: Give the sprint a name (required), then optionally add a... ### [Using the Kanban Board](https://isomate.io/en/knowledge-base/using-the-kanban-board/) Description: Learn how to visualize and manage your workflow using the drag-and-drop Kanban board. Content Summary: The board shows your DevOps issues as cards in columns by status, so you move work forward by dragging. It groups subtasks under their parent in swimlanes and lets you edit, add, and check off work without leaving the board. Open the board In the sidebar, open the DevOps group and click Board. Columns and swimlanes Cards are arranged in three columns by status: To Do, In Progress, and Done. Each parent issue, such as an epic or story, is a swimlane row with its subtasks spread across the columns. Issues without a parent appear in an orphans row. Move... ### [Creating and Managing Issues](https://isomate.io/en/knowledge-base/creating-managing-issues/) Description: Learn how to create, organize, filter, manage, and attach files to issues in the DevOps backlog. Content Summary: Issues are the work items in DevOps: epics, stories, tasks, and bugs. Open DevOps then Issues to see them in a filterable table where you can create, edit inline, prioritize, and export. This guide covers the issues list, what you can do from it, and how to attach files to an issue. Open issues In the sidebar, open the DevOps group and click Issues. Create an issue Click Create to open the new issue form. If Create with AI is enabled for your account, choose Create with AI from the split button to draft one from a description. Set the... ### [Navigating the Dashboard](https://isomate.io/en/knowledge-base/navigating-the-dashboard/) Description: Find your way around ISO Mate: the dashboard landing page, the top toolbar, and the collapsible sidebar navigation. Content Summary: The dashboard is where you land when you sign in, and it is the hub for getting around ISO Mate. It shows summary widgets for the modules you can access, with the top toolbar and the left sidebar giving you everything else. This guide gets you oriented. The dashboard at a glance The dashboard is a grid of widgets that summarize your work, such as an issues summary, tasks, test cycles, incidents, my work, active sprint, overdue items, help desk overview, compliance status, sales pipeline, upcoming events, recent activity, notifications, and workflow executions. You only see the widgets for modules...