Modern focus-oriented interface
New customizable Contact Center interface allows operator to do more work, quickly switching between open tickets and keeping conversation with multiple users. Multi-tennancy support
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Contact form
Service desk
INNOVATIVE SOLUTION FOR SERVICE DESK OPERATIONS AUTOMATION
Service catalogue
To create an online shopping experience when ordering services, service catalogue provides a simple way for users to enter support tickets or incidents. Service catalogue may be integrated with a knowledge base
Service catalogue editor
Administrators may edit catalogue entries directly in a system. Service level attributes and approval workflows may be defined per service
Questionnaire form editor
Predefining typical questions within forms helps to reduce unnecessary communication. Forms may be edited by system administrators. Various data types and validations, custom hints are supported
Ticket queues
Operators and service engineers may view tickets using real-time updated tables. Collaborative environment supports lazy locking, permissions management, hidden entries and private fields. SLA status is shown with real-time updates
Knowledge base
Embedded knowledge base with CDMB and Services Catalogue. Article reviews, ratings, history and fulltext search
Customizable processes
Prepackaged workflows out of the box. System administrators may design own workflows, notifications, add rules and triggers.
Main Highlights
01Services catalogue
Customizable forms and guidelines simplify communication between request submitters and operators
02Configurable incident lifecycles
It is possible to define multiple lifecycles and dynamically assign it to tickets
03Task based interface
Tasks are automatically assigned according to defined workflow. Tasks support notifications, escalations, SLO measurement and collaboration
04Dynamic SLA calculations
Real-time SLA view allows fast response to high priority requests. Complex rules are supported to define SLAs according to service level or other attributes
05Integrated CMDB and Knowledge Base
Fully web-based collaborative text editor for knowledge base
06Roles and permissions
Field-level permission control. Support for external suppliers, customers, internal employees. ActiveDirectory integration
Simple HelpDesk scenario
