IT Incident Management

Speed Up Ticket Resolution with Smart Automations

ITSM compatible incident management module

Get ITSM-compatible incident management out-of-the-box

Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets.
Manage and track all incidents easily with a defined process through the entire life cycle by configuring custom statuses.
Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.

Automate Ticket Workflow Process, Improve IT Help Desk Efficiency

Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules.
Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
Communicate better with end users with automated notifications that use custom email templates.
Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.

Define rules to automate your ticket handling process

Ensure quicker resolution with SLAs

Meet SLAs on time, Guarantee End-User Satisfaction

Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk software.
Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
Keep end users informed at every step of the incident management process using automated notifications.
Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.

Solve IT Incidents Faster, Enhance Service Quality with the Knowledge Base

Integrate incident management with a well structured and easy to build knowledge base.
Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk.
Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.
Maintain the quality of knowledge base articles with an efficient approval process.

Use knowledge base to reduce your technician's workload

We’ve been able to attain a high level of incident management maturity with ServiceDesk Plus in a very short amount of time. Automated workflows, best practices out of the box, hassle-free communication, and high user satisfaction have helped us to achieve a world-class help desk solution at TPS.

TPS Nedvizhimost, Moscow, IT infrastructure manager

Speed Up Ticket Resolution with Smart Automations

ServiceDesk Plus is PinkVERIFY^™ certified by Pink Elephant for seven ITSM processes: IT Asset Management, Change Management, Configuration Management, Incident Management, Problem Management, Release and Deployment Management, and Request Management.

Let's support faster, easier, and together