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Contact form

Service desk


Modern focus-oriented interface

New customizable Contact Center interface allows operator to do more work, quickly switching between open tickets and keeping conversation with multiple users. Multi-tennancy support

Service catalogue

To create an online shopping experience when ordering services, service catalogue provides a simple way for users to enter support tickets or incidents. Service catalogue may be integrated with a knowledge base

Service catalogue editor

Administrators may edit catalogue entries directly in a system. Service level attributes and approval workflows may be defined per service

Questionnaire form editor

Predefining typical questions within forms helps to reduce unnecessary communication. Forms may be edited by system administrators. Various data types and validations, custom hints are supported

Ticket queues

Operators and service engineers may view tickets using real-time updated tables. Collaborative environment supports lazy locking, permissions management, hidden entries and private fields. SLA status is shown with real-time updates

Knowledge base

Embedded knowledge base with CDMB and Services Catalogue. Article reviews, ratings, history and fulltext search

Customizable processes

Prepackaged workflows out of the box. System administrators may design own workflows, notifications, add rules and triggers.

Main Highlights

01Services catalogue

Customizable forms and guidelines simplify communication between request submitters and operators

02Configurable incident lifecycles

It is possible to define multiple lifecycles and dynamically assign it to tickets

03Task based interface

Tasks are automatically assigned according to defined workflow. Tasks support notifications, escalations, SLO measurement and collaboration

04Dynamic SLA calculations

Real-time SLA view allows fast response to high priority requests. Complex rules are supported to define SLAs according to service level or other attributes

05Integrated CMDB and Knowledge Base

Fully web-based collaborative text editor for knowledge base

06Roles and permissions

Field-level permission control. Support for external suppliers, customers, internal employees. ActiveDirectory integration

Simple HelpDesk scenario