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i-net HelpDesk

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(2)4.0/5

i-net HelpDesk is a web-based service management solution for internal IT support, ITIL-based service desks, and external customer service. It brings tickets, knowledge, and assets into a shared environment that teams can adapt to their support processes. Users work in the browser, including on mobile devices, without a separate client installation. Key Features and Functionality: • Ticket Management: Configurable forms, automated assignment, and Kanban boards organize requests. Processes and approval workflows coordinate the steps needed to resolve a ticket. • ITSM and SLAs: Incident, Problem, and Change Management link related work, while SLA-based priorities, deadline tracking, and automatic escalation help teams manage service commitments. • Knowledge and Assets: The knowledge base provides end-user self-service and reusable answers. Asset management links devices with users and tickets, providing context for support decisions. • AI and Communication: Optional AI provides summaries and suggested replies, and assists with knowledge base articles. The Messengers plugin brings Telegram, WhatsApp, Instagram, and Facebook Messenger requests into ticket processing. • Calendars and Documents: Personal, shared, and external calendars support appointment planning. The Euro-Office plugin enables Office files to be viewed and edited in Tickets, Drive, and inventory. • Reporting and Automation: Dashboards include mean time to resolution (MTTR) and first-contact resolution (FCR). Ad hoc reports, WebAPIs, and time- or event-based Task Planner actions support analysis and integration. Primary Value and User Solutions: Teams can follow requests from intake to resolution, connect incidents with known problems and assets, and make support knowledge available to colleagues and customers. The named-supporter license allows an unlimited number of supported users. Deployment is available on an organization's own Windows, Linux, or macOS server or hosted by i-net software GmbH in Germany. Version 26.10 extends daily support work with Kanban, messenger channels, calendars, Office editing, and additional service metrics.

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