Real-time data refreshing is a process where data displayed in helpdesk & service desk software is updated automatically as soon as changes occur, without the need for manual reloading or refreshing by the user. This feature ensures that the information presented is always current, providing an accurate and up-to-date view of data at all times.
Helpdesk & Service Desk with Asset Management Software
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Streamlined Help Desk & Service Desk Solutions with Integrated Asset Management
Centralize All Customer Communications and Assets on One Platform for Efficient Support Monitoring
A Simple and Modern Software
- Work on any device (desktop, tablet, mobile) from anywhere, in your preferred theme (dark, light).
- Choose whether you want to support external customers or, as an IT department, provide services to employees within your own company.
- Manage your company's assets and customer inquiries in one software with built-in live chat and messaging system.
Asset Management Made Simple
Easily Customize and Categorize Your Company's Assets, Linking Them to Documents and Users for Streamlined Management
Asset Management
- Inventorize any assets in your own style. Register their purchase documents, warranties, and assign them to users.
- Create relationships with other assets by combining them into sets and control the history of all their activities.
- Add and manage assets directly within tickets, changes, problems, and releases in the Help Desk & Service Desk system.
Comprehensive Client and Asset Management
Effortlessly Track Who Uses Which Assets, Alongside Related Invoices, Warranties, and Vendor Details
Create Your Own Assets
Manage assets, create names and categories, assign icons, and set characteristic colors for items like tools, work clothing, medical equipment.
Add Photos of Your Assets
Your files are securely stored in Microsoft Azure repositories, accessible only in the application using a periodically auto-generated key.
Connect Everything With Relationships
Link documents and warranties to assets. View if an asset is part of a set, its user, and related tickets.
Starter Plan Features Overview
Explore the Extensive Customer Service Options Our Help Desk and Service Desk System Offers, Even in the Most Budget-Friendly Plan
Ticketing System
Deeply customizable ticketing system catering to all kinds of requests from clients or employees.
Asset Management
Creating and managing corporate assets, linking them in relationships with others, and assigning to users.
Client Portal
View assigned assets, use the Knowledge Base, send messages, chat with support, and report issues.
Knowledge Base
Develop, modify, and instantly share with clients pre-designed solutions for frequent issues.
Live Chat
Live chat operating in real-time between team members, and between clients or employees and support.
Messaging System
Send messages with attached files, both among team members and between a client or employee and support.
Accessible Modern Client Portal
Offer Exceptional Service Anytime, Anywhere with a Modern Client Portal, Featuring Live Chat, a Messaging System, and Ticketing Access
24/7 Self-Service Portal
- Your clients have access to the Knowledge Base, which provides ready-made solutions for recurring requests, enhancing the efficiency of our Help Desk & Service Desk solutions.
- Get closer to your customers by communicating through the integrated live chat and messaging system, a core feature of our Helpdesk & Service Desk platform.
- Allow your clients or employees to view assets, documents, and tickets assigned to them, ensuring seamless management and support through our Help Desk & Service Desk system.
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Collaborative Issue Resolution
Enhance Teamwork with Our Collision Detection System, Ensuring Synchronized Efforts in Problem Solving
Collision Detection
Real-time collision detection shows team members' activity in the app, whether editing or viewing, and alerts when editing the same ticket or asset.
Expanding Ticketing System Capabilities
Beyond Basic Prioritization: Uncover the Full Potential of Our Ticketing System to Improve Your Service Management
Assign Assets and Documents
Assigning assets and documents to tickets enables rapid understanding of issues with a specific asset, access to its history, related warranty, or purchase document.
Linking Tickets to Others
You can link related tickets, as well as changes and problems. This allows you to edit associated tickets within the main ticket.
Store All Conversations Inside
Respond to clients or employees directly in the ticket; responses are visible on the portal and emailed immediately.
Strategic Ticket Management
Address Complex Requests with a Structured Approach for More Effective Resolutions in Our Advanced Help Desk & Service Desk
Add Private and Public Notes
Add private notes to a ticket for team-only views, enhancing collaboration. Public notes, visible to the client, promote transparency and trust.
Manage Work Tasks
Divide ticket solutions into tasks, assign to team members, set priorities, and update statuses for efficient workflow and problem resolution.
Manage Work Times
Agent time on a ticket is auto-counted or manually added for accurate effort tracking, including extra payable hours, ensuring fair workload management.
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Knowledge Base: A Dual-Purpose Tool
Unlock the Power of Our Knowledge Base for Both Clients and Support Staff, Enhancing Information Accessibility and Support Quality
Knowledge Base
Empower your customers with a self-service hosted help center through our Knowledge Base, allowing them to find answers independently. Simultaneously, provide your support team with quick access to internal knowledge, assisting them in addressing queries they may not immediately know the answer to.
Mastering ITSM/ITIL-Compliant Change Management
Exclusively in the Enterprise Plan: Implement Seamless Change Management to Keep Pace with Business Evolution
Change Management
Our Service Desk software, designed for the Enterprise Plan users, revolutionizes the way changes in IT infrastructure and applications are managed. By adhering to ITSM/ITIL guidelines, it ensures that every modification minimizes risk and disruption, maintaining a smooth operational flow.
Advanced Problem Management for Enterprises
With the Enterprise Plan, Navigate Complex IT Challenges Using Our ITIL/ITSM-Ready Tools for Superior Problem Resolution
Problem Management
Elevate your IT service management with our sophisticated Problem Management feature, part of our Service Desk offering for Enterprise Plan subscribers. This tool is designed to delve deep into the root causes of IT issues, facilitating not just a temporary fix but a long-term resolution and prevention strategy.
Streamlined ITIL/ITSM-Compliant Release Management
Optimized for the Enterprise Plan: Facilitate Efficient Release Processes to Ensure Consistent Service Quality
Release Management (ITSM / ITIL)
With our Release Management tool, your team gains the ability to oversee the entire release process, from initial planning to final deployment. This ensures not only the smooth introduction of new features and updates but also the maintenance of system integrity and performance post-release. Equip your organization with the tools it needs to manage releases efficiently, minimizing disruptions and maximizing operational excellence.
Gamification at Work
Engage and Motivate with Our Gamified System, Rewarding Every Action to Encourage Continuous Improvement
Level Up Like a Boss
- No matter whether you're creating or editing assets, resolving tickets, or developing new solutions in the Knowledge Base - for all your actions, you'll earn XP points.
- Collect XP points and unlock stylish frames for your avatar, subtly letting everyone know you're the office star!
- Gaining XP points also allows you to unlock colorful backgrounds, which you can use on your profile page.
Uncovering the Details That Enhance Efficiency
It’s the Small Details in Our Help Desk & Service Desk Software That Drive Significant Improvements and Work Satisfaction
Real-Time Data Refreshing
Every saved change is immediately updated across all instances in our Helpdesk Software. This ensures that your team always has access to the most current information, eliminating the risk of working on outdated data. The feature supports decision-making with the latest insights, enhancing team collaboration and efficiency.
Bulk Actions
Edit items in bulk and create multi-object relationships in one go within our Help desk Software. This capability significantly speeds up administrative tasks, reduces manual errors, and improves overall workflow productivity. It allows for more time to be spent on strategic tasks rather than repetitive data entry, streamlining project management and operational processes.
Tickets Within Tickets
Link tickets and edit the connected ones within the main ticket in our Helpdesk Software. This nested structure organizes complex issues into manageable segments, making it easier to track the progress of interconnected tasks. It fosters a more organized and systematic approach to problem-solving, enhancing the clarity and effectiveness of your team's communication.
Frequently Asked Questions
1. What is real-time data refreshing?
2. Helpdesk software or service desk software: which to choose?
When deciding between helpdesk software and service desk software, it's important to understand the key differences and determine which aligns better with your organization's needs.
Help Desk software primarily focuses on the rapid resolution of immediate technical issues and user problems, often dealing with incident management and basic troubleshooting. It's ideal for businesses looking for a straightforward solution to manage user requests and fix problems efficiently.
On the other hand, a Service Desk software offers a broader scope, encompassing not only incident resolution but also managing service requests and providing an integrated approach to IT service management (ITSM). It aligns IT services with the wider business strategy and includes processes like change management, asset management, and more strategic IT processes.
3. Can I support my customers or my employees?
In the helpdesk system, you can choose whether you will be serving your internal employees or external customers.
Besides the mere difference in naming within the help desk system (employee or client), an additional difference is that when you serve your external customers, they can independently create their accounts in the Client Portal, and this information appears in the system automatically.
When serving employees within the company, they can use the Client Portal only after you create an appropriate account for them.
4. Can I use one subscription with multiple agents?
Yes, you can use the helpdesk & service desk software with just one purchased subscription by several agents, but not simultaneously. Logging into the system from any device (mobile, tablet, computer) causes the previous session to be automatically and immediately logged out.
This type of access is called concurrent licensing, which means using the license by one user at a given time.
If such a form of use does not bother you and you represent a really small company that does not yet have stable revenues, and every cost of operation is burdensome - you might consider this option of use.
5. Do I have to install anything to start working?
No, and that's the best part. No deployments and no installations of anything.
Your help desk & service desk software is waiting for you in your subdomain and is ready to operate all the time. Regardless of which device or location you want to connect from.
Want to work from home? Go right ahead.
Do you want to help your client or employee solve a problem or answer a question, but you're just riding the subway and only have your phone? Go right ahead.
Your client won't see the difference. This and many other aspects of working in the cloud on SaaS software open up completely new work possibilities.
6. Do my clients or employees have to install anything?
No, your clients or employees in the company don't need to install anything.
They simply launch the Client Portal, which is a specially prepared part of the helpdesk software for them. They can access the Client Portal from their phone, tablet, or computer using their favorite browser.
In the Client Portal, they have immediate access to the Knowledge Base with ready answers to the most common questions, they can see what documents and assets are assigned to them, they can start a live chat with support or write an internal message. They can also report any problem or monitor the resolution of previously reported tickets in real time.
7. Can I support my customers on my phone remotely from home?
Yes, regardless of where you are or whether you use your phone, tablet, or computer, your clients or employees will not see any difference.
8. Where is my database located and is it secure?
The help desk & service desk software takes advantage of the vast capabilities offered by Microsoft Azure cloud.
Data is securely stored within private Azure subnets, in separate databases for each company. Access is segregated by subdomains and utilizes the latest user authentication and authorization mechanisms.
9. Are my added photos also secure?
Yes, all files added to the helpdesk & service desk system are securely stored in private, segregated Microsoft Azure repositories with no external (public) access.
The software displays all your files without any problem only because it uses a special security key, which is systematically generated on the server side of the application at a designated time interval. Such a key is always unique for each company and works only for a specified time.
To see for yourself, open any file from the helpdesk & service desk software in a separate tab and check its address - you will see the security key added there.
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