Features
Top Performing Features
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
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Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
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Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
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ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
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Incident and problem management
Streamlining ticketing and service restoration processes
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 0
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 0
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 0
Subscription-based notifications
Users subscribe to notifications for ticket updates
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ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 0
ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
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Change management
Ensuring standardized processes for making changes to IT infrastructure
Change requests repository
Single repository of all planned changes and releases
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