Help Desk Software for Government Organizations

Developed and Priced with an Understanding of the Issues of Customer Service Faced in the Public Sector

Streamlining Service Delivery and Improving Customer Service

Allow agencies to seamlessly bridge the gap between citizens, public servants and different government agencies

Effective budget allocation for different departments have always been top priorities for IT teams and support centers in local government and federal organizations across the world.

Public sector departments face on-going challenges on how to integrate various components of government IT infrastructures and operations, including websites, availability of IT systems, and network connectivity among different departments.

These IT services directly affect citizen services such as healthcare, finance, civil administration, infrastructure services around road, rail, and air transport.

Streamlining and automating the public grievance registration, follow up and resolution process based on the local law saves time and resources, in the end ensuring that your citizens are happy and satisfied.

Respond to people’s queries and build reliability, transparency and accountability

Centralized contact center for stakeholders, constituents and citizens

ServiceTonic software is a fully-integrated ticketing and IT asset management system that allows support centers in federal agencies to simplify and automate the service request fulfillment process for end-users.

Request Handler Tracking

Centralize support requests in one single platform

Multi-channel Management

Manage all types of service requests: phone, email, user portal and chat

Email Management

Deliver quick and efficient responses to customers throughout the policy administration process

Multiple Account Handling

Set up multiple accounts to route emails to the relevant department and case handler for processing

Policy Management

Requests, documents and any relevant information necessary to fulfil a claim or other business enquiry request

Reporting Dashboards

Make your team more efficient with our productivity dashboard that provides live data about what is happening in your city, state or country

Priority Assignment

Prioritise your high-value customers and improve your Customer Experience.


Use surveys to improve your customer experience and champion the cause of continual service improvement (CSI)

Data Privacy

Requests / Incident Tracking

Integration with other Government services

Seamlesly integrate social security, tax solutions, healthcare and other non-profit organizations

Track each Ticket Through to Resolution and Run Reports to Track KPIs

We Ensure a Quick Implementation and Great Support!

A Centralized Support Centre

The government agencies are responsible to handle petitions and complaints from citizens, private and other government organizations.

With ServiceTonic, primary stakeholders including citizens, civil servants, and constituents are able to receive critical help through a centralised helpdesk unit.

Robust Reporting

The help desk software generates important data that can be used to create proper reports. It has the ability to provide adequate information regarding a number of queries, types of questions, source of the queries and the number of resolved complaints, or queries in the system. These data come in handy during decision making.

Interdepartmental Coordination

A help desk software in a typical public sector firm enables the civil servants to manage a range of services across multiple teams. The system equips them to route the queries to the respective offices and to track their resolution. The helpdesk software also gives them the ability to gauge the level of customer support through a number of metrics available in the software.

Service Integration

ServiceTonic help desk software enables you to integrate other apps into the service platform.

You are able to track requests from emails, web, and phones. In turn, you are able to provide a range of services from a single platform rather than track all the platforms at the same time.