IT Incident Management

Get ITIL^®-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 life cycle 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.