New capability embeds SOC analyst communication directly into the UnderDefense platform, replacing slow ticket queues with context-aware, audit-ready support
Jacksonville, FL, September 18, 2026. UnderDefense, a cybersecurity company delivering Agentic AI SOC and Compliance AI to enterprise clients across the US and EU, today announced the launch of MAXI Service Desk. The new native capability connects enterprise security teams and MSSP partners directly with the dedicated SOC analysts monitoring their infrastructure, eliminating generic support queues and third-party ticketing tools.
Security teams have long struggled with traditional support models, where submitting a request means dealing with automated bots, explaining cloud environments from scratch, and chasing status updates through disconnected systems. MAXI Service Desk removes those barriers by embedding full-cycle support straight into the platform where security teams already work.
What MAXI Service Desk Delivers
- Built-in Operational Workflows: Security teams can submit requests for routine operational needs, from detection tuning and custom exports to integration setups and incident inquiries, without leaving their workspace.
- Direct Access to Environment-Aware Experts: Users work directly with the dedicated SOC analysts who monitor their infrastructure every day, so there’s no need to re-explain setup or architecture.
- Named Specialist Assignment: Every request clearly displays the name and photo of the assigned analyst, replacing generic queues, bots, and tier-1 routing delays.
- Centralized Audit Trail: All file attachments, replies, and time logs remain archived within the ticket thread, providing a complete audit trail for compliance and internal governance.
- Low-Noise Communication: Automated email updates trigger only when meaningful status changes occur, removing the need to log in manually just to check progress.
- Direct Product Feedback Loop: Feature requests and custom inquiries flow directly to the UnderDefense engineering team, actively shaping future platform developments.
How It Works in Practice: Getting Executive-Ready Security Reports on Demand
Imagine this scenario: it’s Tuesday, 3:40 PM. You have an upcoming board review in two weeks and need a tailored security data breakdown that standard dashboard exports don’t cover. Instead of opening an external support ticket, you submit a request right inside the UnderDefense platform. Within minutes, you see the name of the UnderDefense security analyst assigned to your case. On Thursday, they ask for one technical clarification in the same thread, which you answer in two sentences. By Friday, the complete report is delivered directly inside your request, completed in three days with zero follow-up reminders needed.
Purpose-Built for MSSPs and Multi-Tenant Operations
For MSSPs servicing their own client base on UnderDefense, Service Desk is natively active across all portals out of the box, with zero additional configuration, licensing, or infrastructure setup required. Partners get a clean, branded support channel for their customers alongside a centralized dashboard to track multi-tenant requests.
MAXI Service Desk is available to all UnderDefense platform clients.
To see it in action, book a demo: https://underdefense.com/book-a-personal-demo-24-7-mdr-and-response/
About UnderDefense
UnderDefense is a global cybersecurity company operating across the United States, Europe, and other international markets.
Its Agentic AI SOC is a vendor-agnostic security operations platform that integrates with clients’ existing SIEM, EDR, cloud, identity, and security infrastructure. The platform combines autonomous AI-driven triage with experienced human analysts who retain decision authority over confirmed incidents and response actions.
UnderDefense serves organizations across multiple industries, including financial services, healthcare, technology, telecommunications, and the public sector.
UnderDefense
111 John Street, Suite 420
New York, NY 10038
United States
Tel: +1 (929) 999-5101
