Linen

Alternative to Freshservice

Also replaces Jira Service Management

One conversation per IT request, with only the choices that need a person.

The Linen homepage, run-linen.com
The Linen homepage
Linen's Your work page for Northstar Studio with a box to describe what would make work easier and a list of open IT requests and incidents.
Ask once, then follow every request in one place
A Linen incident about Jordan's VPN dropping on office Wi-Fi, with the outcome panel and the conversation's history of what happened.
A request keeps its whole story in one conversation
Linen's Needs your decision page listing two open choices, a Brisbane meeting room repair window and a design renewal term.
Just the choices that need the owner
A Linen decision about repairing a meeting room camera, with the recommendation, quote, people affected, reversibility and what remains uncertain.
A clear recommendation with its facts and consequences
Linen's knowledge page with a search box and reviewed articles such as returning a device, each showing when it was reviewed and when it expires.
Reviewed answers, each with its source and expiry

run-linen.com GitHub

Linen is an IT service desk for companies of 50 to 500 people. Employees ask for help in their own words, Linen does the routine work such as access, joining and leaving, and checks that it worked, so the IT team only decides the choices that need a person.

What it does

  • Let employees ask for help, access, devices or software in plain language from the portal, email, Slack or Teams
  • Carry out routine access changes through your identity systems and read back that they took effect
  • Run joining, moving and leaving with separate steps for access and devices, so nothing stays open unnoticed
  • Show only the choices that need a person, with a recommendation, the consequences and whether it can be undone
  • Keep an answer-with-a-source knowledge base, shared incident handling, change records and a device register
  • Offer a service catalogue with approvals, and private notes the employee never sees
  • Connect Freshservice and other desks, review what comes across and run both side by side
  • Back up and restore everything as one archive

What it promises

  • Private notes, attachments and HR records stay hidden from anyone without the right access, on every screen, search and export, and erased content never returns.
  • Linen acts only where you have granted it; permissions are checked again at the moment it acts, every grant has an end, and nothing it reads can widen what it may do.
  • Every action is recorded before it happens and never repeated after a crash; if a cancelled request already had an effect, the remaining cleanup stays visible.
  • Work is shown as verified only on independent evidence; sending an instruction or closing a conversation is never treated as proof that someone can work again.
  • Microsoft accounts, groups and licences are changed only under a grant, and each change is read back from Microsoft.
  • Time-limited access is removed at expiry by a separately authorised step that is checked afterwards, and access the person already had is left alone.
  • Privileged reads, exports, configuration changes, grants and actions are recorded with who and when, readable by auditors and exportable.
  • An owner can erase a person's content and attachments while keeping an anonymised record of the work, and a restore never brings it back.
  • The owner can export every record, attachment and policy as a verified archive and restore it with work held until checked, so no action is repeated.
Read the full contract

Move in from

  • Freshservice
  • Jira Service Management
  • ServiceNow

Run it yourself

One command clones a product and starts it.

Terminal
npx -y @runeditrun/rer dev just-every/run-linen

No npm? curl -fsSL https://runeditrun.com/install.sh | sh installs rer, then rer dev just-every/run-linen.

Runs on
Your own computer to try it; your own Cloudflare account to run it for real
Version
v0.1.0
Licence
MIT, free