Service Desk Software
An ITIL-ready, automated and fully configurable service desk solution.
Kaseya Service Desk includes a built in Knowledge
Base which allows your Service Desk staff to:
- Quickly find related known error data, resolutions and workarounds
- Convert tickets into Knowledge Base articles
- Provide end user accessible Knowledge Base search capabilities
With Kaseya Service Desk it’s easy to track, automatically calculate and/or enforce employee time allocations on service requests. With the built in reporting, track the productivity of employees and document incidents that prove the most time consuming.
The Kaseya Service Desk Solution provides a comprehensive and flexible web-based helpdesk environment. Think of it as your Hub of Knowledge where your predefined IT processes flow through a central repository creating a fully automated service desk strategy.
The result –IT Services that are aligned with the needs of the business, improved service quality and increased return on investment.
What is Kaseya Service Desk?
Download the Product Brief for more information.
Fully Integrated IT Automation Platform
Kaseya Service Desk is part of a complete IT Automation Platform which integrates and automates all basic IT tasks. Systems Management, Patch Management, IT Asset Management, Software Deployment, Data Protection, Compliance, Endpoint Security and SERVICE DESK are all included in this full featured, integrated, extensible and easy to use IT management solution.
Multiple Service Desk Capabilities
Kaseya Service Desk provides the flexibility to define multiple service desk structures based on your unique service delivery model. Each service desk can be configured with unique processing characteristics, roles and policies. The system can include preconfigured desks to track Incidents, Problems and Change Requests in accordance with ITIL best practice.
Time and Collection Reporting
With Kaseya Service Desk it’s easy to track, automatically calculate and/or enforce employee time allocations on service requests. With the built in reporting, track the productivity of employees and document incidents that prove the most time consuming.
Response Templates
Create automated templates for commonly used responses, status and resolutions to improve communication between Service Desk and end users.
Workflow and Process Driven
With increasing demands on your service organization, defined service desk processes and policies are crucial. With Kaseya you define, and streamline your service desk processes, identify roles and responsibilities and map these to your automated service desk environment.
Goals and Escalation Rules
Kaseya Service Desk allows you to document service level policies, set goals and objectives and define escalation rules, insuring that you achieve the goals set in your SLA, alerting you if you are in danger of failing to meet them and the ability to escalate accordingly.
Integrated and Automated IT Support Operations
- Track & Manage Incidents, Problems, Service
- Requests, and Change Requests
- Automate Ticket Routing and Escalations
- Based on SLA Goals
- Leverage Key Metrics for SLA Measurement
- Fine Grained Control of Service Desk Access
- Searchable Integrated Knowledge Base and Known Error database
- ITIL Made Easy – Best Practices Built-in
- Seamlessly Leverage Data
