Service Desk is a component of Ontai’s complete IT Automation platform that integrates and automates all basic IT tasks including Systems Management, Patch Management, IT Asset Management, Software Deployment, Data Protection, Compliance, and Endpoint Security.

• Built-in reporting tracks the productivity of employees and documents time-consuming incidents
• Tracks, automatically calculates, and enforces employee time allocations on service requests
• Define multiple service desk structures based on user-specific service delivery model
• Measure the performance of the help desk against configurable SLAs

• Features
• Benefits
• Testimonials
• Screenshots

 
Advanced Ticketing

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Track and manage incidents, problems, change requests and service calls from a single web-based console End users can open service requests from an icon on their desktop Notification and response templates provide fast and consistent responses to end users

Automatically route and escalate service tickets based on a variety of configurable criteria Fine grained roles and access controls keep confidential data secure Easily turn tickets into knowledge base articles

Service Level Agreements

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Define customizable criteria for SLAs governing response time and resolution time Rich reporting features allow fine measurement of SLA compliance

Automatically track time spent by employees at each phase of a ticket's life

• Automatically generate service desk tickets according to customizable criteria when critical events happen
  
  
• Define complex routing and escalation workflows to automate the entire help desk process 
  
  
• Track all time and activities performed by technicians for each ticket
  
  
• Turning ticket resolutions into knowledge base articles improves the resolution time for common problems
  
  
• Monitor and report on the performance of the help desk against customizable SLAs

“We have been using Ontai to manage our network infrastructure and security for over two years. They have become an important part of our team. They are one of our most trustworthy vendors.”

- Donato Cabal, Jamba Juice

	Incidents alert administrators to critical application, network, and security events in real-time.  Administrators can begin troubleshooting and escalation procedures before end users or customers call to complain.
Incident Management
	Advanced ticketing features let administrators move tickets between support teams, turn successful resolutions into Knowledge Base articles, automate responses with end users, and measure performance against SLAs.
Advanced Ticketing
	Advanced auditing features provide a granular history of all changes made to every aspect of the ticket.  Use this history to track the performance of help desk operators and reduce IT support costs.
Track Ticket Events