incident management
Speed Up Ticket Resolution with Smart Automations
Get ITSM-compatible incident management
out-of-the-box
– Offer end users multi-channel support by allowing them to create tickets via email, phone calls, and a web-based self-service portal. Automatically convert emails to tickets.
– Manage and track all incidents easily with a defined process through the entire lifecycle by configuring custom statuses.
– Automatically assign tickets based on technician expertise or groups for accurate, timely resolutions and prevent recurrence of incidents.
– Ensure timely resolutions by defining response and resolution SLAs with defined escalation paths.
Automate Ticket Workflow Process, Improve IT Help Desk Efficiency
– Automate every step of the ticket life cycle right from categorization to technician assignment by using business rules.
– Make sure that no ticket is left unassigned by automatically assigning tickets to technicians based on round robin or load balancing auto assign models.
– Communicate better with end users with automated notifications that use custom email templates.
– Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
Meet SLAs on time, Guarantee End-User Satisfaction
– Improve resolution times by assigning incidents to technicians as soon as they are logged into the help desk software.
– Prevent SLA violations by enabling multi-level proactive response and resolution escalations.
– Keep end users informed at every step of the incident management process using automated notifications.
– Increase the end-user visibility of incident status and progress by providing information in the self-service portal.
– Get regular end-user feedback and measure satisfaction levels by rolling out user surveys at predefined intervals.
Solve IT Incidents Faster, Enhance Service Quality with the Knowledge Base
– Integrate incident management with a well structured and easy to build knowledge base.
– Publish knowledge base articles in the self-service portals to reduce the flow of incidents into the help desk.
– Improve turnaround times and resolution quality by maintaining a knowledge base of advanced technical solutions exclusively for, and limited to, technicians.
– Maintain the quality of knowledge base articles with an efficient approval process.
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