Tools to track and implement required IT changes in a system.
(Based on 6 reviews)
Tools to organize and manage all IT assets within an organization.
(Based on 5 reviews)
Reports & Analytics
A means to view and analyze a large amount of data in order to gain business insights.
(Based on 7 reviews)
Automate Ticket Routing
Routes tickets automatically to the appropriate user.
(Based on 137 reviews)
Prioritizes tickets based on factors configured by the user.
(Based on 143 reviews)
Notifies the IT team when a ticket needs action.
(Based on 150 reviews)
Provides a forum for answers to common questions.
Knowledge Base/Ticket Integration
Integrates knowledge base articles into a ticket.
Provides a repository of information that can be used by those seeking support.
(Based on 63 reviews)
Makes articles in the knowledge base searchable on the web.
(Based on 64 reviews)
Enables users to engage with other users to solve common issues.
(Based on 52 reviews)
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
(Based on 51 reviews)
A place for users to submit tickets when they require IT help.
Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.
Displays important metrics relating to performance.
(Based on 141 reviews)
Tracks time worked on a ticket.
(Based on 132 reviews)
Provides surveys to measure employee satisfaction.
(Based on 89 reviews)
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
(Based on 62 reviews)
Forum to Reponse
Creates tickets from forum questions that were not resolved within the community.
(Based on 55 reviews)
Tickets and Tagging
Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.
(Based on 68 reviews)
Embeds live chat capabilities within self-service tools.
(Based on 34 reviews)
Enables access to service desk features via mobile device.
(Based on 82 reviews)
Enables employees to view the status of their tickets.
(Based on 113 reviews)
Provides a directory of all users within an organization.
(Based on 92 reviews)
Enables access to service desk features through multiple channels such as email, phone, or the portal.
(Based on 86 reviews)