Service Desk Software

Your new SaaS-based service desk is a click away! with no software to install, you can customize your help desk quickly and empower your users to submit support requests via the web.

 

Service desk key features:

• ITIL-based - including Incident, Problem, Change, and Release Management, with an integrated Knowledge Base and Service Desk.

• Company portal - users can submit support requests via a personalized support page, and log in to the portal to view real-time incident status.

• Collaboration - users can collaborate with IT help desk members through email, to provide additional information required to resolve the incident as promptly as possible.

• Knowledge capture - comments and resolutions can be captured from each incident, creating a comprehensive information repository that streamlines issue handling.

• Time tracking - IT help desk teams can capture time spent working on incidents, to measure and improve efficiency. 

• Automatic tagging - tags incidents and solutions automatically, to better organize information, and make it easier to manage data and find related items.

• Email integration - automatic email notifications about incident creation, updates, and new comments enhance communication.

• Asset service history - incidents and problems can be associated with assets, for end-to-end tracking of service and repair histories.

• Customized support flow - ticket types and auto-assignment rules can be customized, to optimize support processes and share workload with other team members.

• Flexible setup - personalize and configure your service desk to meet your current support processes and business needs. 

 

Create new incidents via a branded portal

Your new help desk comes with your personal support page. Simply publish the support page URL to your users, and let them create tickets and submit new support requests. New tickets immediately show up in your helpdesk, and you can assign them to support experts for resolution. As your support experts resolve the tickets, your users get notified via email and can respond to any inquiries.

 

Collaborate with your end-users

The SAManage service desk makes it really easy to collaborate with your users who submit a support requests. When you comment on an incident, that comment is emailed to the user, and when he replies to that email, a new comment is added to the incident. That allows you to easily request additional information from your users and solve their issue faster.

Attach assets to incidents

With the new ITIL based service desk you can attach assets, solutions, problems and changes to incidents and easily create relationships between support activities in your service desk. Understand the impact of each incident on your infrastructure, and see which assets are affected.

Tagging helps organize your service desk

Tagging works in the background to organize and categorize your service desk items for you, by extracting relevant keywords from incidents, solutions, problems and changes. Tags become fully searchable and you can use them to find related solution or incidents easily.

You can also add your own tags to every item in your service desk to make it easier to organize your activities, to-do's and follow up.

 

Track time spent on each incident

You can easily track the time you spend working on your incidents so you can measure SLA and response time and look for opportunities to improve your utilization: