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Email-to-ticket
Turn support mailbox messages into tickets automatically, with replies threaded back to the requester.
Help Desk & Ticketing
Help desk ticketing that ends in a fix
Track every issue from first email to resolution. Assign, prioritise and automate tickets with clear SLAs — then resolve them with remote support from the same screen.
Key capabilities
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Portal forms
Give users a self-service portal with custom request forms for incidents, access and hardware.
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Assignment & routing
Route by category, client, location or skill, with round-robin and manual assignment.
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SLAs
Set response and resolution targets per priority or client, with breach warnings and escalation.
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Workflow automation
Automate status changes, notifications, approvals and follow-ups with rules.
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Reporting
Measure ticket volume, first-response time, resolution time and SLA compliance.
A service desk with full device context
Because tickets are connected to the asset inventory, technicians see the user's device, its software and patch status before they reply.
- Linked device and user history on every ticket
- Canned responses and internal notes
- Ticket merging, tags and custom fields
- Customer satisfaction follow-ups
- Remote session launch from the ticket
Questions about help desk & ticketing
Can tickets be created from email?
Yes. Connect a support mailbox and incoming messages become tickets automatically; replies are threaded to the original ticket.
Can I set different SLAs for different clients?
Yes. SLA policies can be defined per priority, category or client, which is useful for MSPs with varied contracts.
Is there a self-service portal?
Yes. End users can submit requests with portal forms and follow ticket status.
One console for every IT task
See remote support, ticketing, assets and endpoint security working together on your own devices.