ServiceTonic Blog

Quality Blog Posts about ServiceTonic for ITSM and Customer Care

ServiceTonic 7 expands the possibilities of Integration to retrieve or update data from a REST call. In the Data Recovery Web Service, the call to the REST service returns a set of STRINGS that are automatically converted to the data type of the linked fields in the Service Desk. In the Data Update Web Service,…
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ServiceTonic 7 includes the option to integrate a direct URL link to the corresponding ticket in the email received by the agent responsible for the service. This option is reserved only for agents, being especially useful for quickly accessing ServiceTonic and have all the historical information contained in the ticket directly in the Service Desk.…
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ServiceTonic 7 adds new filtering capabilities in queries through new selection criteria by intervals or time ranges. The new time criteria are applicable to: List of Tickets Business Rules SLA Dashboard Calendar Validators Integrators Reports Time criteria selections are especially useful to visualize, for example, the number of tickets opened the previous week as well as…
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ServiceTonic 7 includes a powerful system to run integrators directly from ticket through the billing tab. Using a search engine, you can select one or more items available in your ERP and automatically recover: Reference Title Description Cost Adding the number of units needed for the action you will obtain the total price of the…
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servicetonic help desk CTI integration

ServiceTonic 7 incorporates a powerful CTI Telephone Integration system within the Service Desk. Upon receiving the call, you can instantly view the customer’s details and quickly reference their previously submitted tickets history of open tickets, all automated with ServiceTonic. CTI Integration with ServiceTonic works with many Softphone systems. Faster Call to Ticket Integration Automatic opening…
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The field tooltip is a simple personalized visual help system that will allow you to provide additional information without the need for the user to request it actively. By placing the cursor on any field of the ticket, through a pop-up with customizable descriptions, it will show to the user an additional information, explaining the…
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Configuration wizards are a simple step-by-step personalized help system recommended for users with little experience when configuring the different ServiceTonic options for the first time. This type of configuration through wizards is characterized by an easy and intuitive way to guide the user step by step in the management and configuration of ServiceTonic 7. In…
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ServiceTonic 7 provides a powerful Assigned time tracking system for Teams and Agents for better time and work management, fully integrated in each Ticket. Through this functionality you can know in a disaggregated way, how long a ticket has been assigned to a team, an agent or a team/agent. Knowing how much time is actually spent on…
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The Operational Level Agreement (OLA) is an agreement between an IT service provider and another part of the same organization (e.g. Systems Area, Development Area, …) and defines the goods or Services to be provided and the responsibilities of both parties. The Underpinning Contract (UC) is a formal contract between an IT service provider and…
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Be among the first to know the new features of ServiceTonic 7. – Operational Level Agreement OLA/UC – Assigned time tracking for Team and Agent – Configuration Wizards – Field Tooltip – Service Desk Phone Integration CTI – Billing Integrators – Time Interval Selection Filters – Add ticket URL link to ticket emails – Service Desk Integration…
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