Cloud Helpdesk and IT Service Management Software
Give your users one place to ask for help and your team one place to deliver it. A complete, fully cloud-based and fully integrated helpdesk: your monitoring tools raise tickets on their own, alerts escalate automatically, users reset their own passwords, and every action is recorded, so the whole service is fully auditable.
- Fully cloud-based
- Integrated with monitoring
- Self-service password resets
- Anonymous surveys
- Fully auditable
- Encrypted, POPIA-aware
Features
Everything in one platform
Integrated monitoring and alerts
Your monitoring tools open tickets automatically when a server, service or backup fails, and close them when it recovers.
Tickets from anywhere
Email, a self-service portal, monitoring alerts, or logged by your team, all in one queue.
Alerts, SLAs and escalation
Response and resolution targets by priority, with alerts and automatic escalation, by email and phone, before a breach.
Automatic routing
Tickets assigned by category, client or skill, so the right person sees them first.
Self-service password resets
Users reset their own passwords securely, verified with two-step sign-in, without waiting for the helpdesk.
Self-service portal
Users log requests, follow progress and find answers without calling.
Knowledge base
Articles for users and internal notes for the team, searchable from every ticket.
Incidents, problems and changes
ITIL-style processes with change approvals and a change calendar.
Linked to assets
See the user's devices and their history while you work the ticket, from Bitara Asset Management.
Time tracking and billing
Time per ticket and client, ready for invoicing.
Fully anonymous surveys
Satisfaction surveys that cannot be traced back to the person who answered, so feedback is honest.
Graphs and metrics
Live dashboards: ticket volumes, SLA performance, backlog, first-time fix and team workload.
Fully auditable
Every change to every ticket, asset and setting recorded with who, what and when, ready for auditors.
Integrated
Helpdesk, assets and monitoring as one
- Monitoring
- Alert
- Helpdesk ticket
- Technician
- Resolution
- Knowledge article
The services behind it
Other products
Asset Management
Every device, licence and contract, from purchase to disposal, in one cloud platform.
Legal Practice Management
Live case updates, file tracking, court dates, reconciliations and promises to pay, for attorneys.
Scribbella
Recordings in, words you can trust out. Transcribed on our own servers and checked by a person.
Talk to us about Helpdesk
Tell us what you need. You will hear back from the person who will do the work.