Powerful automation that ensures tickets are properly categorised and get straight to the right team.

Team and personal templates for quick, clear and consistent responses to customers.

Instant visibility of what asset changes took place and when.

Manage asset assignment, loan schedules and disposals from one place.

Automatically offer-up information that is relevant to the customer’s issue or request.

Pre-defined scenarios that enable customers to log support requests in a click.

Single-click export of ticket and asset information from any screen.

Populate business intelligence systems and other vendor reporting tools through direct database connection with hosted and on-premise instances.

Add custom FAQs to self service portal pages to give customers quick answers to common questions.

Simplify metadata and access to documents and links to external document shares.

Pre-define change activities to automate logging of common and repetitive change requests.

Use business rules to enforce back-out plans, risk assessments and change reviews throughout the change process.

Keep on track on and on time with statuses that control SLA clocks and categories that regulate SLAs.

Use ticket list targets and colour-coding to help agents identify tickets that require a quick response or resolution.

Raise instant requests to alert problem managers to issues with potential for high business impact.

Use ticket list targets and colour-coding to help agents identify tickets that require a quick response or resolution.

Easy to create ticket queues that give agents clear visibility of their priorities and responsibilities.

Quickly and easily find the tickets, assets or knowledge that you need.

Powerful automation that ensures tickets are properly categorised and get straight to the right team.

Re-assign or escalate tickets in one click and automatically alert team members and mangers.

Quickly and easily find the tickets, assets or knowledge that you need.

Team and personal templates for quick, clear and consistent responses to customers.

Create or copy individual portals for different customer groups and requirements.

Give your customers a personalised self-service experience.

Automatically offer-up information that is relevant to the customer’s issue or request.

Smoothly guide your customers to providing the information you need to help them.

Allow your customers to view, update, close and re-open tickets.

Pre-defined scenarios that enable customers to log support requests in a click.

Quickly create reusable ticket and asset reports through a simple point-and-click report builder.

Control report access and sharing between support teams.

Single-click export of ticket and asset information from any screen.

Create and share multiple dashboards using simple chart-builders.

Give your customers easy access to stats with charts and drillable ticket-panels on their self-service portal.

Populate business intelligence systems and other vendor reporting tools through direct database connection with hosted and on-premise instances.

Find information to resolve calls faster and provide better service to your customer.

Create separate knowledgebase articles and control visibility across your agents and customers.

Add custom FAQs to self service portal pages to give customers quick answers to common questions.

Give new employees easy access to the knowledge they need to become effective team members.

Eliminate the need to search emails and tickets to find the right resolution.

Simplify metadata and access to documents and links to external document shares.

Use ITIL change types and customisable status flows to streamline change processes.

Set voting rights and rules to ensure change activities adhere to standards and minimise business risks.

Pre-define change activities to automate logging of common and repetitive change requests.

Deploy default and ad hoc CABs to engage the right change advisory teams.

Create multiple change queues to monitor and manage changes by type, status, risk and affected customers and infrastructure.

Use business rules to enforce back-out plans, risk assessments and change reviews throughout the change process.

Combine impact with urgency to ensure correct targets, escalations and notifications are applied to tickets.

Create multiple escalation rules with response, resolution and escalation schedules, and alerts as SLA targets approach.

Keep on track on and on time with statuses that control SLA clocks and categories that regulate SLAs.

Link assets to SLAs to ensure that issues around critical infrastructure are alerted to the right team in time to act.

Assign SLAs that operate within standard business hours and extended time-frames to support all service level offerings.

Use ticket list targets and colour-coding to help agents identify tickets that require a quick response or resolution.

Escalate issues to problem management directly from tickets and assets.

Link tickets to existing problems for quick access to status updates and workarounds.

Raise instant requests to alert problem managers to issues with potential for high business impact.

Apply workarounds and resolutions that flow through to linked incidents and automatically notify ticket owners.

Ensure that correction processes are properly followed by linking problems directly to change requests.

Use ticket list targets and colour-coding to help agents identify tickets that require a quick response or resolution.

Easy to create ticket queues that give agents clear visibility of their priorities and responsibilities.

Quickly and easily find the tickets, assets or knowledge that you need.

Powerful automation that ensures tickets are properly categorised and get straight to the right team.

Re-assign or escalate tickets in one click and automatically alert team members and mangers.

Quickly and easily find the tickets, assets or knowledge that you need.

Team and personal templates for quick, clear and consistent responses to customers.

Create or copy individual portals for different customer groups and requirements.

Give your customers a personalised self-service experience.

Automatically offer-up information that is relevant to the customer’s issue or request.

Smoothly guide your customers to providing the information you need to help them.

Allow your customers to view, update, close and re-open tickets.

Pre-defined scenarios that enable customers to log support requests in a click.

Quickly create reusable ticket and asset reports through a simple point-and-click report builder.

Control report access and sharing between support teams.

Single-click export of ticket and asset information from any screen.

Create and share multiple dashboards using simple chart-builders.

Give your customers easy access to stats with charts and drillable ticket-panels on their self-service portal.

Populate business intelligence systems and other vendor reporting tools through direct database connection with hosted and on-premise instances.

Find information to resolve calls faster and provide better service to your customer.

Create separate knowledgebase articles and control visibility across your agents and customers.

Add custom FAQs to self service portal pages to give customers quick answers to common questions.

Give new employees easy access to the knowledge they need to become effective team members.

Eliminate the need to search emails and tickets to find the right resolution.

Simplify metadata and access to documents and links to external document shares.

Use ITIL change types and customisable status flows to streamline change processes.

Set voting rights and rules to ensure change activities adhere to standards and minimise business risks.

Pre-define change activities to automate logging of common and repetitive change requests.

Deploy default and ad hoc CABs to engage the right change advisory teams.

Create multiple change queues to monitor and manage changes by type, status, risk and affected customers and infrastructure.

Use business rules to enforce back-out plans, risk assessments and change reviews throughout the change process.

Combine impact with urgency to ensure correct targets, escalations and notifications are applied to tickets.

Create multiple escalation rules with response, resolution and escalation schedules, and alerts as SLA targets approach.

Keep on track on and on time with statuses that control SLA clocks and categories that regulate SLAs.

Link assets to SLAs to ensure that issues around critical infrastructure are alerted to the right team in time to act.

Assign SLAs that operate within standard business hours and extended time-frames to support all service level offerings.

Use ticket list targets and colour-coding to help agents identify tickets that require a quick response or resolution.

Escalate issues to problem management directly from tickets and assets.

Link tickets to existing problems for quick access to status updates and workarounds.

Raise instant requests to alert problem managers to issues with potential for high business impact.

Apply workarounds and resolutions that flow through to linked incidents and automatically notify ticket owners.

Ensure that correction processes are properly followed by linking problems directly to change requests.

Use ticket list targets and colour-coding to help agents identify tickets that require a quick response or resolution.