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From a request to a useful resolution.
- RequestCapture the issue, person and equipment.
- TriageReview impact, urgency and ownership.
- ResolveWork the request with approvals in context.
- LearnRecord the resolution and share the answer.
The person, the equipment and the next step.
- Requests with contextKeep incidents, equipment issues and internal requests alongside the person involved.
- Priorities that make senseSet priority from impact and urgency, with assignments and escalation reasons.
- Service levels in viewUse service calendars, pause rules and warnings before a breach.
- Controlled access requestsRoute access and exception requests through approvals that stop self-approval.
- Answers that improveUse Knowledge hub documentation and turn resolutions into knowledge articles.
Routing by skill, workload or round robin Later
Everything in Internal service desk
IT and internal support for your own people, with everything about the person and their equipment in view. Items marked Later come in a later phase.
Requests
- Employee IT support
- Internal service requests
- Incidents and issue tracking
- Access and elevated-privilege requests
- Equipment-related service issues
Service levels
- Internal service-level agreements
- Service calendars
- Warnings before a service level is breached
- Service level clocks that pause under rules you set
Routing
- Routing, assignments and escalations
- Priority from impact and urgency
- Watchers, mentions and escalation with reasons
- Routing by skill, workload or round robin Later
Self-service
- An employee self-service portal
- Request templates with required fields
- Access, onboarding and offboarding request types
- Answers from your Knowledge hub documentation
- Request on behalf of a colleague
Problems and changes
- Problems and changes
- Change risk, test and backout plans with approval
- Post-implementation reviews
- Workarounds and known errors on problems
- Ticket resolutions become knowledge articles
- Recurring-issue and backlog dashboards
Access requests
- A request catalog for access, equipment and exceptions
- Multi-stage approvals that stop self-approval
- Time-limited access with periodic recertification
- Access granted and removed when people join, move or leave
Part of a connected service record.
Each module keeps its own availability.
Common questions
Questions
Is this the same as Customer support?
They are separate Service modules: employee requests here, client requests in Customer support.
How are priorities set?
Impact and urgency guide priority, with ownership and escalation reasons recorded.