Stop losing requests in inboxes
Centralise service request intake with structured customisable forms and route them to relevant teams or individuals so nothing falls through the cracks when staff change roles or go on leave.
Service Management Features:
Everything teams need to manage service requests, automate workflows, and improve customer communication. Unlimited licenses and users included with Service Management Basic and Pro. Add as many customers for free as you like.
Basic Incident Management (inc. in Service Management Basic)
Standardise how unplanned disruptions are logged: create customisable forms, impact and urgency labels, mapped priorities, and incident-specific statuses—aligned with your service desk tickets.
- Enable for Service Management and/or the customer service desk portal
- Impact, urgency, priorities, and matrix
- Full Incident Management add-on (planned chargeable module) — coming soon
Knowledge Base & Help Desk (inc. in Service Management Pro)
Author structured articles, organise them in a sortable category tree with versioning, and publish a customer-facing help desk so end users find answers before opening a ticket.
- Rich article editor and attachments
- Form templates for consistent article fields
- Category tree: sections, order, and version history
- Help desk / help center for readers (self-service)
Custom Forms (inc. in Service Management Basic)
Build dynamic forms with drag-and-drop designer for data collection.
- Visual form builder
- Conditional fields
- Multiple field types
- Form validation rules
Custom Workflows (inc. in Service Management Basic)
Design and automate complex workflows tailored to your organisation's needs.
- Visual workflow designer
- Conditional logic and branching
- Automated task routing
- Multi-step approval processes
Status Flows (inc. in Service Management Basic)
Create custom or use basic status flows to decide how service requests move through their lifecycle.
- Custom status definitions
- Basic status presets
- Status transition rules
- Visual status tracking
Approval Groups (inc. in Service Management Basic)
Manage approval groups with flexible group configurations and routing.
- Multi-level approvals
- Group-based routing
- Approval delegation
- Automated notifications
Notification Templates (inc. in Service Management Basic)
Create professional email templates for consistent communication with your teams and customers.
- Email templates
- Dynamic content insertion
- Template versioning
- Customisable notification templates
Team Management (inc. in Service Management Basic)
Organise users into teams for efficient collaboration and assignment.
- Team hierarchies
- Team-based assignments
- Workload distribution
- Team performance metrics
Customer Management (inc. in Service Management Basic)
Comprehensive customer and user management with detailed profiles.
- Customer profiles
- Contact management
- Service history tracking
- Customer portal access
Shared Field Library (inc. in Service Management Basic)
Reusable field definitions for consistent data collection across forms.
- Centralized field library
- Field standardization
- Reusable components
- Version control
Roles & Permissions (inc. in Service Management Basic)
Granular access control with role-based permissions management.
- Custom role definitions
- Granular permissions
- Role inheritance
- Access audit trails