features - service desk
Built for a great technician experience and a greater IT service delivery experience
Visualize your work with a clean interface to stay productive
Skip the tab-tango with contextual communication
Automate IT ticketing to deliver faster service to clients
I think the platform is really nice. Everything flows nicely and looks neat. The design and usability of the product are really good.
Email-like features with the familiarity of a chat interface
We did away with the clunkiness of an email interface and designed a conversational UI that's in-line with modern messaging tools. The rich HTML text editor allows you to format your text and attach documents, images, and videos, just like you would in a regular email. Each ticket contains all the details and context you need to answer your client's questions better.
rich text editor
Optimize ticket management using runbooks
Set up runbooks so that technicians know exactly what needs to be done, where to seek approvals, and how to respond to a client. Technicians can choose to trigger the runbooks manually or automate them. Good for ensuring you don't miss SLAs but better for onboarding new technicians quickly.
set up runbooks
Create custom rule-based workflows to accelerate your processes and automate repetitive tasks.
Use canned responses to answer repetitive questions and speed up your response time.
Assign tickets to the right technician or team based on the subject line or the mailbox they arrive to.
Know where you're at and get work done faster
Technicians can visualize work across all projects and clients and stay on top of things using the Kanban view. They can also log work hours spent on each of the tickets so you can bill clients accurately.
A single panel for all your client's IT requests
Create custom views using filters so you can see only the tickets and tasks you want to see. The in-line editor allows you to make changes to the ticket properties within the ticket view page without opening the ticket.
Create, assign, and reply to requests. You can add ticket followers, and automate workflows to resolve tickets faster.
You can also define flexible SLAs to measure and improve response and resolution times.
When all is said and done, send out a quick survey that allows clients to rate your service easily.
A better way to manage all your tickets and tasks
We know it isn't easy being a technician. With a dedicated workspace, you and your technicians can organize, track, and work on all the tickets and tasks assigned to them. We designed a modern workspace that keeps all the necessary information about your work front and center without any of the clutter.
Stay in the know without stepping on anyone's toes
Every ticket comes packed with all the information you'd need to get the job done—notes, approvers, technicians, client contact, SLAs, and affected assets, to name but a few.
Assign tickets, tasks, and conversations to be clear who is responsible for which tasks.
Quickly mention a fellow technician or team member to bring them in the loop.
Discuss tickets behind the scenes and share internal notes that only your team can see.
One of us will get in touch with you in the next 24 hours to talk about the next steps.