VIZOR ServiceDesk is a comprehensive IT support and helpdesk software solution designed to streamline incident and change management processes. Built on ITIL best practices, it offers out-of-the-box functionality for issue tracking, ticket automation, SLA enforcement, and self-service capabilities. VIZOR empowers IT teams to deliver efficient and consistent support while reducing workload and improving service quality. The platform integrates seamlessly with Active Directory, email systems, and VIZOR’s IT Asset Management module, enabling centralized data access and automated workflows. VIZOR ServiceDesk is ideal for organizations seeking a scalable, customizable, and secure IT service management solution.

Features

• ITIL Best Practice Support: Incident, problem, and change management workflows ready out-of-the-box.
• Email Integration & Ticket Routing: Automatically create and assign tickets based on email content and categorization.
• Self-Service Portal: Users can submit issues, track status, and access knowledgebase articles.
• Automated Onboarding/Offboarding: Provision and revoke IT services with custom workflows.
• Dashboards & Reports: Monitor performance trends by time, analyst, topic, and more.
• Active Directory Integration & SSO: Sync user accounts and enable seamless login.
• Web-Based Configuration Tools: Customize UI, data fields, and workflows without coding.
• Team Working: Assign issues to teams manually or via workflow rules; notify users automatically.
• Escalation & SLA Management: Define and enforce SLA goals with configurable rules and operational hours.
• Knowledgebase & FAQ: Create and publish approved articles for consistent support responses.
• Surveys & Feedback: Collect customer satisfaction data post-resolution.
• Email Notifications & Alerts: Customizable alerts for ticket updates and unattended issues.
• IT Asset Management Integration: Link tickets to assets for enhanced visibility and reporting.

Benefits

• Reduce Workload: Automate repetitive tasks and streamline ticket handling.
• Improve Processes: Ensure best practices with customizable workflows.
• Centralize Data: Eliminate spreadsheets and consolidate support information.
• Enhance Service Quality: Provide timely, consistent support with SLA enforcement and feedback tools.
• Boost Efficiency: Enable faster issue resolution through automation and team collaboration.
• Scalable & Secure: Suitable for organizations of all sizes with enterprise-grade security and compliance.