Incident Management

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ITIL-Compliant Incident Management
Reduce Outages and Improve Service Desk Efficiency
Boost customer satisfaction

Empower Users to Log Incidents quickly with Automated Suggestions

As end-users type their issue, automated suggestions populate. With one click, end-users select the suggestion and log the incident.

In addition, context-specific questions reflect instantly onscreen, allowing the end-user to answer immediately. This ensures the end-user provides necessary details at submission, avoiding extended back-and-forth conversations.

Expedite Time to Resolution with Automated Categorizing and Routing

The software automates incident categorization, classification, and prioritization based on suggestions selected by the end-user. The software also automates assignment to the correct workgroup and technician by assessing conditions such as current workload, technician skill set, and current shift schedule.

Ensuring an incident reaches the correct workgroup as quickly as possible reduces the number of hops across workgroups and error rates in categorizing and work assignments.

This automation significantly speeds response time and improves customer experience by removing internal process glitches.

Meet SLAs On Time and Increase CSAT

Ensure on-time resolution by setting SLA policies by department and location, category, CI, user type, priority matrix, or incident rule. Incident priority can be standardized using a priority matrix, and the priority will be automatically populated based on the incident impact and urgency. Service windows (days and hours) and holiday calendar can be defined so an SLA is only enforced during business hours.

Boost Technician Productivity with Checklists, SOPs, Canned Responses, Knowledge Recommendations, and Tags:

  • Pre-defined Checklists: Technicians can easily report progress with pre-defined checklists and make sure no step is forgotten during incident resolution.
  • Standard Operating Procedures: SOPs automatically pop on screen based on incident category and classification. A technician can use the SOP to solve an incident independently.
  • Canned Responses: A technician can respond to common questions by selecting from a pre-defined canned response to save time in typing the same response and to ensure consistency.
  • Knowledge Recommendations: Based on the incident description, a technician can refer to the relevant knowledge article recommendations to help rapidly address a ticket.
  • Tags: Technicians can create tags for the incident records to logically group incidents, to get to the right record in less time. Tags can be published to self, team, or global. This enables the technicians to focus on incident resolution rather than spending time on organizing incidents.

Automate help desk activities using Business Rule Designer

Every business rule is comprised of a pre-defined trigger, satisfying pre-configured conditions leading to a defined action. The trigger is a business rule that can be executed on ticket creation or when a ticket is updated. Multiple criteria can be configured based on which the business rule should be executed. Then different actions can be configured, such as update fields, send notifications, or call API.

Easily Connect and Track Communications via Chat or Remote Desktop

Technicians can chat with end-users by clicking on an icon in the incident. This feature helps technicians to conduct conversations directly in the incident without having to juggle between tools. Technicians and managers can track all conversations in one central location within the record.

Technicians can also resolve issues quickly by connecting with end-users over Remote Desktop. SummitAI provides a hybrid model for remote desktop sharing, allowing analysts to choose whether to communicate with end-users over a basic or advanced version of Remote Desktop.

Enhance Technician Experience with Robust Filters and Views

Technicians can select different filters to view incidents in the incident list view. This enables technicians to logically organize incidents to get to the most critical ones faster.

Technicians can save the filters as a view to spend more time on a resolution rather than searching for an incident.

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