Online incident logging – Prioritization – Resolution – Closeout

• A central repository to log and track issues.
• Automatic generation of incidents from email, chat, SMS, and more.
• Automatic ticket routing, categorization, incident closure, and more.
• Automatic incident prioritization based on impact and urgency.
• Email and SMS communication from within the application.
• A priority matrix that helps define the priority of tickets based on their impact and urgency.
• The option to create multiple tasks for each incident.
• Configurable rules to automatically drive tasks and route incidents.
• Well-established response and resolution SLA management.
• Ability to link incidents to other modules including problems and changes.
• The option to associate incidents with related problems or convert an incident to a problem or a change.
• A self-service portal where users can log their tickets.
• A complete history of incidents.
• Customizable roles and incident templates.
• A customizable knowledge base that allows end users to search for possible resolutions.
• Notifications for users and technicians.
• Automated user satisfaction surveys that collect feedback from end users.