Service Desk and Ticket Management

Efficiently manage all types of service requests in a 100% web-based, multi-language and multi-channel (phone, email, web and chat) environment.

Client Self-Service/ User Portal

Fully configurable user-portal that allows users to access information, create and query tickets, consult information in the knowledge base, among other actions…

Business Rules and Workflows

Define and manage all types of business rules and workflows to automate business processes and even control the smallest details of its management.

SLA Management

For the most demanding environments with the need to respond and solve incidents or service requests within a pre-set deadline.

Knowledge base

Allow agents and users to access the knowledge accumulated by services stored on the knowledge base.

Mobility

Accessible anytime, from anywhere. ServiceTonic incorporates the concept of Mobility your way, in which you can define the content you want…

Service Catalog

Publish your catalog of products and services with information, images, prices…

Aligned with ITIL

Increase the quality and efficiency of your services by managing service problems while following ITIL best practices.

Multi-Service support

Expand ServiceTonic throughout your organization, it’s multiservice capability opens up endless possibilities.

Notifications

Define who should receive notifications, all email templates can be defined by status, recipient type and language.

Cross-Platform

ServiceTonic can be installed on Windows or Linux platforms, it supports all major databases (SQL Server, Oracle, MySQL) and supports all major browsers.

Remote control

Access customers PCs remotely easily directly from the application.

Reports and Queries

Create your own reports and save them in the most popular formats such as PDF, Excel and HTML. Define your own queries to quickly access segmented information.

Dashboard

View the most relevant service management information in real-time .

Email integration

Take advantage of full integration with your email system allowing automatically ticket creation from incoming email.

Asset Management and CMDB

Create an inventory and manage the different elements of configuration items (CIs).

Customer Survey

Use surveys to generate customer satisfaction metrics.

Agenda / Calendar

Configurable calendar displays: day, month and week, activities and events, both service desk as inventory.

Problem Management

Increase the quality and efficiency of your services by managing service problems while following ITIL best practices.

Integration

Easily integrate ServiceTonic with your corporate systems.

Chat

Effective chat between agents and clients available from within ServiceTonic. Easily integrate chat communication within your corporate website and control through ServiceTonic

Automated Network Inventory

With ServiceTonic Network Discovery you can automate asset discovery and populate the CMDB.

Network Monitoring

Monitor and record the status of network services, servers, and network hardware. Monitor the availability and performance of the components of your IT infrastructure.

Telephony Integration (CTI)

ServiceTonic easily integrates with telephony systems (CTI). The integration automatically launches ServiceTonic telephony page upon answering a call, displaying information about the current caller and his open incidents and requests.

Contract Management

Easily manage contract details and regulate compliance with contracts based on time and other service parameters.

Simple, Flexible and Fully Customizable

ServiceTonic’s key feature is it’s flexibility and ease of configuration, all without programming.

Multi Language support

ServiceTonic is designed to provide simultaneous access/service to users of different languages allowing each user to select their preferred language.

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