ServiceTonic | Help Desk Software

Service Desk Software for all service requests

One central location to track all help desk requests

Efficient Incident and Ticket Management

ITIL Ready out Of the Box

The Service Desk allows centralized management of tickets (issues, requests, changes, tasks, etc.) with a powerful functionality aimed at providing the best support to customers or users.

Multichannel environment

Multichannel environment access the service via web, mobile, email, phone and chat.

Automation

With many possibilities for automation you can increase productivity and effectiveness of your teams resulting in a more efficient service to your customers.

Configurable

With many possibilities for automation you can increase productivity and effectiveness of your teams resulting in a more efficient service to your customers.

Rich Service Desk and Incident Management

  • 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.
  • Quickly find tickets with customizable views, filters and powerful search engine.
  • Ticket location with customizable views, filters and powerful search engine.
  • 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

Rich Service Desk and Incident Management

  • 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.
  • Quickly find tickets with customizable views, filters and powerful search engine.
  • Ticket location with customizable views, filters and powerful search engine.
  • 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

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

  • Quick descriptions and predefined titles.
  • Create tickets based on templates with Quick tickets for common issues without typing.
  • Use Hot keys to quickly jump to sections within tickets

Automation

  • Business rules, workflows.
  • Automatic assignments (round-robin, by workload, discretionary).
  • Approvals.
  • Automatic notifications.

Automation

  • Business rules, workflows.
  • Automatic assignments (round-robin, by workload, discretionary).
  • Approvals.
  • Automatic notifications.

Search

Powerful customizable search options:

 

    • By view, filters and powerful search engine.
    • Build your own filter.
    • Keywords and advanced criteria.

Multichannel

Record all interactions of agents or users regardless of the channel used.

 

    • Email
    • Chat
    • Web User Portal
    • Telephone
    • Mobile Access

Multichannel

Record all interactions of agents or users regardless of the channel used.

 

    • Email
    • Chat
    • Web User Portal
    • Telephone
    • Mobile Access

E – mail Integration

Powerful customizable search options:

 

    • By view, filters and powerful search engine.
    • Build your own filter.
    • Keywords and advanced criteria.

SLA’S (Service Levels)

  • Define, manage and control compliance with service level agreements.
  • Easy SLA tracking, notification alerts and reporting.

SLA’S (Service Levels)

  • Define, manage and control compliance with service level agreements.
  • Easy SLA tracking, notification alerts and reporting.

    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.

    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:

    • Create multiple knowledge libraries.
    • Rate Topics.
    • Search.
    • Suggested solutions.
    • Access the Knowledge base directly from the user portal.
    • Automatically integrate solutions in agent reponses.

    MultiService and Multi Language

    ServiceTonic’s MultiService capability allows you to provide your business area with a Service Desk Fully configured according to your needs with a single all in one ServiceTonic instance.

    Available in Spanish, English, French, German, Italian, Portuguese, Catalan and Dutch, each user can configure their own language.

    MultiService and Multi Language

    ServiceTonic’s MultiService capability allows you to provide your business area with a Service Desk Fully configured according to your needs with a single all in one ServiceTonic instance.

    Available in Spanish, English, French, German, Italian, Portuguese, Catalan and Dutch, each user can configure their own language.

    100% Customizable

    Define fields, forms, ticket links, attach documents, import and export tickets, filter, order and access your tickets in an organized way.

    Managing Your Business Doesn’t Have to Be Hard