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

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

ServiceTonic is highly configurable without programming, adapting to your organization and the most demanding business needs, quickly.

ServiceTonic Help Desk Software: The Service Desk
Service Desk Ticket List

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
Service levels status list

Lifecycle

Manage the entire ticket lifecycle:

Creation, Categorization, Prioritization, Escalation, Waiting (Hold on), Tracking, Resolution, Closure and Survey.

Ticket history

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.

Quick Tickets Templates

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
WorkFlows

Automation

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

Search

Powerful customizable search options:

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

Multichannel

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

  • Email
  • Chat
  • Web User Portal
  • Telephone
  • Mobile Access
Help Desk Email Email Configuration

Email integration

Full integration with your corporate email allowing you to create and update tickets through an email or send automatic emails from a ticket.

Define your own notification templates (html and text).

Ticket SLA

SLA’S (Service Levels)

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

Quality surveys

Consult your users or clients about the service received and manage the results of the surveys provided.

  • Create dynamic surveys synchronized to tickets.
  • Send surveys when closing a ticket automatically.
  • Directly escalate cases of dissatisfaction to the manager in charge.
Support Ticket from Calendar

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.
Creating Knowledge Articles

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.
  • Access the Knowledge base directly from the user portal.
  • Automatically integrate solutions in agent reponses.
Multiservice Area

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.

Fully Configurable

100% Customizable

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

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Never miss an opportunity to help customers better.