Multichannel intake
WhatsApp, chat, email, mobile app, web portal, and desktop shortcut. Requesters open tickets wherever convenient — all arrive in the same queue.
NEW 2026
ITIL Accredited Tool Vendor Certified
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The infrastructure for your help desk and service desk.
Setrion develops and delivers Milldesk — the platform that powers the internal service desk of over 1,000 companies. ITIL-certified, with native generative AI, used by IT, HR, Facilities, Ombudsman, and far beyond.
Companies that trust Milldesk
● ITIL CERTIFICATION · 2026
Accredited Tool Vendor
Milldesk v2.0 is certified by PeopleCert under the ITIL Accredited Tool Vendor program — Bronze level, with verified adherence across multiple framework practices.
Companies
1,000+
Active customers in Brazil and Latin America
Active users
80k
Monthly logins to the Milldesk platform
Notifications
1.6M
Processed by the platform monthly
Tickets
125k
Opened monthly across 10 countries
About Setrion
21 years at the same address.
We build help desk and service desk software for mid-market and enterprise companies. Nothing more — and nothing less.
Setrion is a house of products from Santa Catarina, Brazil, founded in 2005. Our thesis is simple: a well-managed help desk is the difference between an operation that flows and one that stumbles.
We develop Milldesk, a SaaS platform recognized for its ITIL practice adherence and user focus. We serve operations in manufacturing, pharmaceuticals, healthcare, government, technology, financial services, education, and logistics.
In 2026 we earned the ITIL Accredited Tool Vendor certification from PeopleCert and launched Milla, our generative AI integrated with Milldesk.
Help Desk Software · Brazilian
The corporate service desk platform that structures your internal operations.
ITIL Accredited Tool Vendor
1,000 companies · 10 countries
Built-in Milla AI
The Product
Everything your service desk needs. On a single platform.
Help desk, service desk, tickets, and workflow on an ITIL-aligned foundation. Used by IT, HR, Facilities, Ombudsman, and eight more typical departments.
Visual workflow
Flows with custom fields. Automated approvals, escalations, and routing. Drag-and-drop editor for the business analyst.
Dashboards and reports
Real-time panels, priority-based SLA monitoring, custom reports. Data-driven management, not guesswork.
ITIL-aligned
Incident, problem, change, and configuration (CMDB) management, requests, and service catalog. Certified by PeopleCert.
Multi-department
IT, HR, Ombudsman, Maintenance, Accounting, Sales. Each area with its own workflow — centralized governance.
Milla generative AI
Response suggestions, summaries of long tickets, and contextual resolutions. Native AI, not a plugin.
SaaS, no infrastructure
No servers, no installation. Access via browser, iOS, Android, macOS, Windows, and Linux.
Security and compliance
Encryption in transit and at rest, automated backups, granular permissions, audit logs. DPA available.
Local support
Technical team in Brazil, same time zone for the Americas, clear contractual SLA. Not an offshore call center.
●NEW · LAUNCHED IN 2026
A copilot for your analysts.
Invoked from within the ticket itself, Milla suggests responses, summarizes long conversations, interprets vague descriptions, and proposes resolutions by consulting operational history.
The analyst stays in control: Milla suggests, the analyst validates. OpenAI technology with Milldesk-specific context, without exposing sensitive data to the public model.
- Drafts responses for requesters while preserving the corporate tone
- Summarizes long conversations into auditable paragraphs
- Interprets unclear descriptions and proposes categorization
- Suggests resolutions by consulting operational history
International Presence
From Mexico to Uruguay.
Active operations across ten countries in Latin America, headquartered in Joinville (SC, Brazil) with native support in three languages.
Countries
10+
Cities with customers
150+
Support languages
3
Headquarters
Joinville · BR
Industries served
From manufacturing to government. The same engine.
Milldesk operates across eight main verticals, adapting workflow, SLAs, and terminology to each context — always on the same foundation.
Manufacturing
Maintenance, quality, IT
Pharmaceutical
Validation, GMP, compliance
Healthcare
Hospitals, plans, clinics
Government
Municipal, state, federal
Technology
Software, MSP, integrators
Financial
Banks, fintechs, insurers
Education
Universities, school networks
Logistics
Transportation, warehousing
Customer voices
From the people who actually run service desks.
Without a doubt, we would recommend Milldesk to other companies. The tool not only improves ticket management in IT, but can also be used by other departments — as already happens at Jungheinrich, with After-Sales, Facilities, etc. Its versatility and efficiency make it an excellent solution for companies seeking more organization, transparency, and better internal service.
YB
Yan Baatsh
Jungheinrich Lift Truck Ltda.
From the day I joined Toli, Milldesk was already part of our daily operations. Although I didn't experience the period before its adoption, it's clear the tool brought a significant evolution and has become indispensable to our operation.
GS
Gilberto Santin
Toli Distribuidora
The system unified ticket intake across all departments, speeding up support.
GL
Guilherme de Lima Silva
Ecomedical Group
We used to run an obsolete open-source system that was hard to manage. Today we have a solution that's easy to manage and constantly updated. We rolled the tool out to other departments through the Shared Services Center model — those areas had no ticket controls or metrics before. The tool is also helping us meet several ISO 9001 requirements as we work toward certification.
RR
Rodrigo Rodrigues da Silva
Takelog
Recognition
ITIL certification and two B2B Awards.
Technical recognition from independent bodies — PeopleCert and B2B Awards — and continuous market validation.
2023
B2B Awards Brazil
Top 3 in the Help Desk Software category, recognizing the technical excellence and user focus of Milldesk.
2024
B2B Awards Brazil
Recognition for the second consecutive year among the country's three top platforms.
2026
ITIL Accredited
Milldesk v2.0 certified by PeopleCert under the Accredited Tool Vendor program — Bronze level, covering 6 ITIL practices.
Frequently asked
Straight answers for help desk buyers.
Common questions from IT managers, service desk coordinators, and operations directors.
What's the difference between help desk and service desk?
Help desk is reactive: it solves the requester's incident here and now — a user without access, a stopped printer, an email that doesn't arrive. Service desk is broader: it covers incident, problem, change, and configuration management plus a service catalog, following ITIL practices.
Milldesk covers both scenarios on the same platform — you start simple and grow into full ITSM without switching tools.
How does Milldesk align with ITIL practices?
Milldesk was designed following the ITIL framework and, in 2026, earned the Accredited Tool Vendor certification from PeopleCert, with verified adherence across multiple practices. It supports incident, problem, change, and configuration (CMDB) management, plus requests and a service catalog, with native SLA monitoring and approval flows.
Can Milldesk be used outside IT?
Yes — this is one of its main strengths. Many customers run Milldesk in After-Sales, Facilities, HR, Ombudsman, Maintenance, Accounting, and Sales, in addition to IT. Each department has its own workflows, forms, SLAs, and custom fields — but everything lives on a unified platform with centralized governance.
This is the typical scenario for organizations implementing the Shared Services Center (SSC) model: a single service portal that consolidates demand from multiple back-office areas, with metrics, SLAs, and process standardization across the whole company.
How does Milla AI work in practice?
Milla is invoked by the analyst from inside the ticket itself — it's not a separate chatbot. It suggests responses based on history, summarizes long conversations, interprets vague requester descriptions, and proposes resolutions.
The analyst stays in control: Milla suggests, the analyst validates. Built on OpenAI technology with Milldesk-specific context.
Is Milldesk secure and compliant with data protection laws?
Yes. SaaS hosted in Brazil, with encryption, automated backups, granular role-based permissions, audit logs, and processes aligned with the Brazilian General Data Protection Law (LGPD) — equivalent in scope to GDPR.
How does migration from our current system work?
Our implementation team handles the migration end to end: user base, ticket history, categories, and customers. Exports from other systems can be loaded via spreadsheet templates.
Which systems does Milldesk integrate with?
WhatsApp Business, email, Active Directory and LDAP for SSO, Microsoft Teams, plus an open REST API for custom integrations with ERPs, CRMs, and legacy systems. Connectors are also available for the hardware and software inventory agent.
Is Milldesk available in multiple languages and currencies?
Yes. The platform was built from the ground up for multilingual operations:
Three native interface languages: Portuguese, English, and Spanish — switchable per user, not per tenant. Your team in São Paulo, your facility in Mexico City, and your headquarters in New York can all work in the language they prefer on the same database.
Multi-currency billing for cross-border operations, with tax rules adapted to Brazilian, Latin American, and U.S. invoicing requirements.
Time-zone-aware SLA tracking, so a 4-hour response SLA in Lima doesn't get inflated by Brasília's clock — incidents stay accurate to the requester's local context.
Customers across 10 countries already run Milldesk for distributed teams, with native technical support during business hours across the Americas and Europe.
Structure your operation's service desk.
Talk to a specialist.
Free trial, guided setup, and assisted migration. No improvisation, no surprises.