All FeaturesIT Service DeskIncident Management

Multi-channel support from a single platform

Resolve tickets raised via multiple channels like email, self-service portal, live-chat, phone, or even through walk-ups.

Easily capture all the events in your service desk, shorten resolution time and deliver exceptional service within SLAs.

Gain insights from the overview dashboard

Get visibility into all your tickets and track their progress with a quick glance at the dashboard.

Collaborate with your team from a single screen and know who’s working on a ticket, its priority, and status.

Assign and classify tickets with intelligent automation

Auto-assign and escalate tickets to the right agents or groups, automatically prioritize tickets based on impact and urgency, map relationships to dependencies, and schedule recurring tasks as tickets.

Pre-define trigger conditions to even send automatic notifications and alerts to keep everyone in the loop.

Empower employees with self service

Reduce agent workload by enabling users to look up solutions from the knowledge base even before raising tickets, and let them raise tickets directly from the support portal.

Let your employees help themselves and easily track the ticket progress from the portal.

Collaborate better with Team Huddle

A chat-like UI to collaborate with your teammates and discuss about tickets.

Simply @mention to add agents to the chat. Highlight a portion of the ticket information and discuss about it with your team. Reply to a specific message for better context. Huddle and close tickets sooner.

Additional features

SLA management

Ensure on-time resolution by setting multiple SLA policies for task deadlines and automate escalation rules – based on different business hours or various types of tickets and ticket groups.

Satisfaction survey

Drive service improvement with built-in satisfaction survey that can be automatically sent to employees upon ticket resolution, and measure your efficiency based on the CSAT reports.

Task management

Stay on top of your daily tasks by viewing them from the service desk dashboard’s calendar view. Easily manage all that’s time-bound with automated notifications.

Priority matrix

Standardize prioritization of tickets to focus on the right tickets and quickly resolve major incidents. Specify the priority of tickets based on their impact and urgency, and automate incident prioritization.

Knowledge base

Improve productivity by responding to similar requests with canned responses or knowledge base articles at the click of a button. Create solutions for your incidents and automatically convert it to articles.

Reporting

Measure the performance of your incident management process with predefined and custom reports. Identify bottlenecks, make informed decisions, and monitor agent or team performance.