incident management

Accelerate Resolution with Smart Automation

Deploy a powerful, ITSM-ready incident management solution designed to minimize downtime and maximize operational efficiency. Leverage intelligent automation to streamline ticket lifecycle management, ensure consistent SLA adherence, and elevate both IT productivity and end-user satisfaction.

Get ITSM-compatible incident MANAGEMENT out-of-the-box

Multi-Channel Support:
Empower end-users with seamless ticket submission via email, phone, or a web-based self-service portal. Emails are automatically converted into tracked tickets.

Structured Process Control:
Configure custom statuses to manage and track every incident through its entire lifecycle with clarity and precision.

Intelligent Auto-Assignment:
Route tickets accurately and instantly based on technician expertise, group specialization, or defined business rules to prevent delays and recurrence.

ITSM compatible incident management module

Automate Workflows to Optimize Help Desk Performance

End-to-End Process Automation:
Automate every stage from ticket categorization and prioritization to technician assignment using configurable business rules.

Balanced Assignment Models:
Ensure no ticket is overlooked with automatic distribution based on round-robin or real-time load-balancing algorithms.

Proactive Communications:
Maintain transparency with automated, templated notifications that keep requesters informed at every step.

Prevent Recurring Issues:
Implement intelligent closure rules to verify resolution quality and reduce repeat incidents.

Define rules to automate your ticket handling process

Guarantee SLA Compliance & Proactive Engagement

Immediate Ticket Dispatch:
Assign incidents to technicians instantly upon logging to improve first-response and resolution times.

Prevent SLA Breaches:
Activate multi-level escalation workflows for both response and resolution to proactively manage deadlines.

Enhanced User Transparency:
Provide real-time incident status and progress updates through the self-service portal.

Measure Service Excellence:
Automate user satisfaction surveys at predefined intervals to gather feedback and quantify CSAT.

Accelerate Resolution with Integrated Knowledge Management

Bridge Knowledge & Action:
Integrate incident management directly with a structured, easy-to-maintain knowledge base.

Empower Self-Service:
Publish KB articles to the user portal, deflecting common inquiries and reducing ticket inflow.

Elevate Technician Expertise:
Maintain a curated, internal knowledge repository of advanced solutions to improve resolution quality and speed.

Govern Content Quality:
Control article publication with a streamlined review and approval process.

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Location

Hong Kong

Suite 3606, 36/F, No. 39 Wang Kwong Road,
Kowloon Bay, Kowloon

Shen Zhen

10A21, Dongle Building, No. 2019-2 Shennan East Road,
Xinnan Community, Nanhu Street, Luohu District, Shenzhen

Guang Zhou

Units 104-106, Block B, Guangzhou Venture Capital Town,
Haizhu District, Guangzhou City

Zhu Hai

Rooms 1303-1305, 13th Floor, Windsor International Building,
2083 Jida Jiuzhou Avenue Middle, Xiangzhou District, Zhuhai City

Shang Hai

Room 312, Building F, Zhonghai Center,
No. 1256 Caoyang Road, Putuo District, Shanghai