Used by small help desk teams and large call centers around the world, ServiceWise is the solution that scales to any organization.  ServiceWise enables help desks to gather, process, and respond to issues and requests in a shorter amount of time.  ServiceWise integrates all the essential IT tools you need into one package to deliver a better help desk.

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Users can submit tickets via email and through an employee self-service portal.  Agents can create tickets on the fly from just about anywhere in ServiceWise.  Submission forms, that are fully customizable depending on the type of requests and templates, ensure that all necessary data is passed to the agents for faster resolution.

Create a custom user portal so users can submit and track tickets on their own.  Make it yours; control design, layout and branding.  A personalized dashboard featuring tailored announcements and news serves to reduce the number of tickets submitted to your help desk.  Get quicker resolution to issues through FAQ’s and the knowledgebase.  Enable Auto-knowledge suggestions to help employees get answers quickly to the most common problems.  Truly, a support center your employees will love to use.

Your incident list view is fully customizable.  ServiceWise comes with built-in attributes and lets you create an unlimited number of fields, all which can be used as filters to ensure you have quick access to the data you need.  With multiple help desk roles, you can set permissions, views and notifications to suit the needs of your team.   Visual indicators assist agents to make sure high priority items are addressed first.

Learn more – specifically customer, status and owner filters, advance search, customizing list view, etc.

ServiceWise makes sure every ticket gets to the right people or department.  With auto-routing features that are based on any criteria you set, ServiceWise ensures that the help desk is always running efficiently.  Create custom workflows and triggers that automate actions and escalations.  Auto-apply SLA’s to ensure that tickets are resolved in a timely manner.

Access all your employee info from one central location.  View open tickets, manage user accounts and track what devices or assets are assigned.  ServiceWise also integrates with your active directory to provide single sign-on and to ensure proper synchronization of data between the two systems.

No more sifting through emails and sticky notes to find that important how-to.  Just add critical info to the knowledge base and then share with your fellow team members.  Publish resolutions from incidents directly to the knowledgebase to minimize support calls.  Designate content specifically for agents vs. employees.

Constantly evolve and improve your help desk from valuable experiences and data.  Measure satisfaction levels and your support team’s performance with snapshot or dynamic reports.  For your convenience, schedule reports to be automatically created and emailed to you.

Whether you’re at the office or out and about, stay on top of your help desk with ServiceWise.  Now you can keep tabs on your help desk from anywhere with ServiceWise mobile.  View tickets, tasks and access your reports all from the palm of your hand.