features - service desk
Taking the ugly out of service desk
Built for a great technician experience and a greater IT service delivery experience
Key benefits of service desk
Visualize
Visualize your work with a clean interface to stay productive
Communicate
Skip the tab-tango with contextual communication
Automate
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.
Robbie Emerson
Osiris Technologies
COMMUNICATE
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.
AUTOMATE
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.
Custom workflows
Create custom rule-based workflows to accelerate your processes and automate repetitive tasks.
Canned responses
Use canned responses to answer repetitive questions and speed up your response time.
Auto-ticket routing
Assign tickets to the right technician or team based on the subject line or the mailbox they arrive to.
VISUALIZE
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.
STREAMLINE
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.
Manage requests
Create, assign, and reply to requests. You can add ticket followers, and automate workflows to resolve tickets faster.
Define SLAs
You can also define flexible SLAs to measure and improve response and resolution times.
Customer surveys
When all is said and done, send out a quick survey that allows clients to rate your service easily.
BE PRODUCTIVE
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.
COLLABORATE
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
Assign tickets, tasks, and conversations to be clear who is responsible for which tasks.
Mention
Quickly mention a fellow technician or team member to bring them in the loop.
Discuss
Discuss tickets behind the scenes and share internal notes that only your team can see.
Loaded with features, not bloated
We're bringing the best of service desk so you can deliver the best of service to your clients.
Thanks for joining our pilot program! We're super stoked!
One of us will get in touch with you in the next 24 hours to talk about the next steps.