Receive
Portal, e-mail, telephone, API or monitoring tool: all requests converge in one place.
Use cases · Service desk for IT departments
An organised support function, commitments kept.
For an information systems department, the service desk brings requests, incidents and service commitments together in one place, with the context of the information system.
Request a demonstrationBenefits
- One entry point for every needRequests arrive through the portal, e-mail, telephone or API; the catalogue gives each service its own form.
- Visible commitmentsResponse and resolution times are followed ticket by ticket, with an alert before the deadline.
- Causes dealt withIncidents that keep coming back are grouped under a problem, whose cause and workaround are published for the agents.
How it works
Qualify and handle
Category, priority and team follow your rules; agents share comments, attachments and time spent.
Link to the context
Each ticket is attached to the relevant CMDB items: an incident is understood in its context.
Measure and improve
Monthly indicators and the satisfaction survey guide how support evolves.
Related modules
- Service Desk Tickets, service commitments (SLAs), satisfaction and indicators.
- Service catalogue The services offered to requesters, each with its own form and process.
- Problem management Dealing with the causes of recurring incidents.
- CMDB The information system items that tickets are attached to.