Incident & Problem Management
Streamline help desk ticket resolution through the entire lifecycle and simplify IT service request management. Arm your technicians with the ITSM incident diagnostics and ticket routing features that ensure tight integration and relationships with knowledge base articles, CMDB asset association, service requests, known problems, change requests, and service level agreements.
Tickets can be created and updated by email-to-ticket conversion, the customer service web-portal, or through technician Quick Ticket templates.
Help desk software by Web Help Desk® uses intelligent business logic to determine which technician is assigned to a new ticket. Create rules for ticket routing, link associated tickets and requests, assign sub-tickets, and manage tasks between multiple departments from hierarchical ticket links.
Web Help Desk makes it easy to meet your organization’s unique requirements. Custom forms, unique email templates, and workflow configurations are easy to modify with point and click, yet flexible enough to adhere to your unique operations.