Teams: IT & Operations
IT tickets, changes and incidents in one place
Handle tickets with queues, SLA deadlines, a customer portal and a mailbox of its own for each Help Desk. Changes and incidents stay in the same system.
What it & operations gets
A flow of its own for each service
Hardware, access, network or software can each have a Help Desk of their own, with request forms, a mailbox and an SLA.
Internal notes stay with the team
Discuss the solution right in the ticket, and show the requester only the public replies.
A full history of actions
The audit log records the changes, and its entries export straight to your SIEM.
How to get started
Four steps from the first configuration to everyday work.
- 1
Switch on the Help Desk module for the IT space and connect the mailbox
- 2
Define SLA targets on a business calendar with your holidays
- 3
Publish the request forms on the portal and link the help center from the intranet
- 4
Review SLA reports weekly on the statistics widgets
Capabilities in play
- Help Desk
- SLA calendars
- Customer portal
- Request forms
- Canned replies
- Automation
- Audit log
- Shared dashboards
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