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Product Quick Facts
About Service Desk
Service Desk is a service management platform that offers help desk request fulfillment, customer service, support, and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other tablets), and is either an on-premises or cloud solution. It offers full ITIL capabilities and has an extremely user-friendly interface.
Service Desk also allows users to create trouble tickets, run advanced reports, view analytics, and automate workflows. Its drag-and-drop and drill-down functionalities allow data to be accessed by all members of the team. The solution also offers features such as ticket management, knowledge base, problem management, change management, reporting, and analytics. The built-in analytics tool uses OLAP approach to deliver data and information in real time, Service Desk also integrates with third-party applications via API.
The web self-service capabilities allow end users to track the progress of trouble tickets, search the knowledge base, and promote self-resolution to IT service requests. Support is available via an online portal and phone.
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(Last updated on 02/02/2022 by Pam VanLoon)