Service Desk for efficient incident management
Incident Resolution | Ticket Generation
Incident management software aligned with ITIL
Customer and user incident management as well as service requests can be managed efficiently thanks to the wide range of functionalities included in our ITIL-aligned software, ServiceTonic.
Our goal is to offer you the best tool to correctly manage the incidents generated by your customers and users based on ITIL best practices.
Incident management software customizable
You can customize our incident management software to suit your needs, without the need for programming knowledge. Similarly, you can also define the input channels for the administration of such incidents: chat, email or telephone.
Multichannel communication
Multichannel communication including user web portal, email, phone, mobile access and chat/chatbot.
Automation
With great potential for automation you can increase the productivity and effectiveness of your equipment resulting in a more efficient service for your customers.
Easy configuration
Highly customizable without the need for programming, quickly adapting to your organization and even the most demanding business requirements.
Location
Geolocate tickets, CI’s and agents, view the status of tickets on a map and check if a technician is performing the tasks or has already finished. Geolocation with Google Maps.
Benefits of our incident management software
Discover everything our tool can offer you to correctly manage incidents, requests and applications from your clients and users.
Rich Incident Management Through Ticket Generation
- Manage the entire ticket life cycle: registration, categorization, prioritization, escalation, put on hold, tracking, resolution and closure.
- Automate your Help Desk agent processes by creating business rules.
- Ticket location with customizable views, filters and powerful search engine.
- Powerful search engine with customizable dynamic views
- Quick Actions (change status, priority, and assign tickets).
- Easy Tracking of all your Service Level Agreements (SLA).
- Record of the actions performed on the tickets, such as assignments, status changes, modifications, etc.
- Multilingual. ServiceTonic is available in 10 languages so you and your customers can communicate effectively.
Lifecycle and ticket History
Lifecycle:
Manage the entire ticket lifecycle:
Creation, Categorization, Prioritization, Escalation, Waiting (Hold on), Tracking, Resolution, Closure and Survey.
Ticket History:
Record all actions performed on tickets: assignments, status changes, modifications, action author and date, etc.
Enable auditing on all fields including custom fields.
Lifecycle and ticket History
Lifecycle:
Manage the entire ticket lifecycle:
Creation, Categorization, Prioritization, Escalation, Waiting (Hold on), Tracking, Resolution, Closure and Survey.
Ticket History:
Record all actions performed on tickets: assignments, status changes, modifications, action author and date, etc.
Enable auditing on all fields including custom fields.
Accelerators and Templates in our Incident Management Software
- Quick descriptions and predefined titles.
- Create tickets based on templates with Quick tickets for common issues without typing.
- Quick access keys for quick access.
- Custom templates to speed up ticket creation
Automation of incident resolution processes
- Business rules, workflows.
- Automatic assignments (round-robin, by workload, discretionary).
- Approvals
- Automatic notifications.
Automation of incident resolution processes
- Business rules, workflows.
- Automatic assignments (round-robin, by workload, discretionary).
- Approvals
- Automatic notifications.
Ticket Search
Powerful customizable search options:
- By view, filters and powerful search engine.
- Build your own filter.
- Keywords and advanced criteria.
Multichannel Incident Management Software
Record all interactions of agents or users regardless of the channel used.
- Chat/Chatbot
- Web User Portal
- Phone
- Mobile Access
Multichannel Incident Management Software
Record all interactions of agents or users regardless of the channel used.
- Chat/Chatbot
- Web User Portal
- Phone
- Mobile Access
Incident management software integrated with email
Incident management software integrated with your email, allowing the registration of incidents by your users and customers through this channel. You can also send the resolutions of the tickets through automatic emails.
Define your own notification templates (html and text).
SLA’S (Service Levels)
Define, manage and monitor compliance with service level agreements to meet customer expectations.
Easy SLA tracking, notification alerts and reporting for proper service request management.
SLA’S (Service Levels)
Define, manage and monitor compliance with service level agreements to meet customer expectations.
Easy SLA tracking, notification alerts and reporting for proper service request management.
Manage ticket life-cycle with your own statuses and priorities
- Customize your own ticket life-cycle including creation, categorization, prioritization, assignment, escalation, resolution and closure, with customer quality surveys.
- Color based statuses and priorities. Define your own statuses and priorities with its own colors for better visual identification.
- Structure the statuses chain and for each status define if it counts for SLA calculation. For instance, not counting for SLA calculation the “Awaiting user response” time.
Customer satisfaction surveys
Easily collect customer satisfaction feedback and administer the results received.
- Create dynamic surveys synchronized with the entries.
- Email survey invitations automatically on ticket closing.
- Define workflows for low-satisfaction scores, to quickly escalate them to the person in charge.
Customer satisfaction surveys
Easily collect customer satisfaction feedback and administer the results received.
- Create dynamic surveys synchronized with the entries.
- Email survey invitations automatically on ticket closing.
- Define workflows for low-satisfaction scores, to quickly escalate them to the person in charge.
Software with built-in calendar
- Detailed Calendar view that shows work orders and tasks to better manage work load and stay on top of deliverables. Quickly generate new request or work items from the calendar view.
- Interactive calendar to show schedule and schedules from multiple points of view.
- Ticket creation from template directly from the calendar.
- Reschedule individual or multiple tickets from the calendar view.
Knowledge Database
- Create and manage your own Knowledge Base so that your users can find answers to any issues they may have.
- Create multiple knowledge libraries.
- Rate Topics.
- Search within the knowledge library.
- Suggested solutions for responding to service requests.
- Ingredient in the portal.
- Automatic creation of incidents and problems.
- Automatically integrate solutions in agent reponses.
Knowledge Database
- Create and manage your own Knowledge Base so that your users can find answers to any issues they may have.
- Create multiple knowledge libraries.
- Rate Topics.
- Search within the knowledge library.
- Suggested solutions for responding to service requests.
- Ingredient in the portal.
- Automatic creation of incidents and problems.
- Automatically integrate solutions in agent reponses.
Multiservice and Multilingual
Thanks to ServiceTonic’s MultiService capability, you can offer each department its own tool to effectively manage service requests or incidents.
Service Desk fully configured according to your needs and all with a single instance of ServiceTonic.
Available in Spanish, English, French, German, Italian, Portuguese, Catalan and Dutch, each user can configure their own language.
100% Customizable
Define your own fields, forms, views, KPIs, dashboards, workflows, reports, roles and email templates among many others without writing a single line of code.
100% Customizable
Define your own fields, forms, views, KPIs, dashboards, workflows, reports, roles and email templates among many others without writing a single line of code.
Learn more about our incident management software
Start managing your customers’ and users’ incidents with ServiceTonic©, fully customizable without programming.