Help Desk Manager

Ticketing Management System

Great help desk and ticketing management software should make your life easier. That’s why our help desk and ticketing system handles tickets- so you can focus on helping your customers. With the right features to make sure that tickets get to the right place and resolved quickly, you’re one step closer to providing an amazing help desk and ticket management experience.

SLA Alerts

Ensure Service Level Agreements stay on-track by keeping all of your technicians and clients up to date with configurable email alerts. All new tickets and ticket updates can be emailed to the appropriate recipients. Technicians and management can be alerted via email, and even SMS text messages, when jobs have been left unchecked, unassigned or incomplete for a specified time period. Additional features include “stop the clock,” life-cycle ticket time tracking, auto-escalations, “submit on someone’s behalf,” and more.

Email-to-Ticket Automation

Create one or more service desk email inboxes on your existing email solution. Emails and file attachments sent to the inbox will be automatically converted into a ticket. Plus, all service submissions and requests captured within Help Desk Manager can be updated by e-mail to add notes, change status, attach files and even reassign to another technician.

Web-Based User Interface

All you need to access Help Desk Manager is web access. Every modern browser or Webkit-supported mobile device is supported. You can access HDM features with only an internet connection and browser.

ITIL Aligned

Help Desk Manager is aligned with the ITIL v3 methodologies in the processes of Incident, Problem, Knowledge, and Configuration Management. HDM is also ITIL inspired in the Change, Service Level, and Service Catalog Management processes.