Help Desk and ITIL® Software Features for Support Technicians

As a support technician there is nothing more frustrating than working with a tool that is inflexible and not user friendly.


Our customers have asked for:

  • To be able to quickly search and select the customer you are speaking to
  • To be able to log and resolve issues quickly, without compromising quality
  • To have a clear overview of open requests
  • To identify high priority issues easily


  • Request templates to quickly log recurring issues
  • Memorized responses to add pre-populate fields on the ticket, with one click of a button
  • One click resolution of requests
  • Customizable interface to meet your personal requirements
  • Customizable overviews, displaying data that is important to you, in the order you want it listed. with handy filters
  • Multi-screen overviews
  • Direct integration to your active directory or any other LDAP for easy access to contact details
  • Multiple overviews to see what is going on: process overview, team overview, personal overview, dashboards
  • Personal View, Queue View, Team Views, Process Views
  • Direct matching to saved tickets to find similar requests.
  • Direct matching to knowledge base documentation
  • Direct access from a ticket to the configuration database.
ITIL Workflow and Service Catalogue Form Designer
IncidentMonitor Service Desk Software offers a workflow designer which helps you to create the most advanced process flows within a few clicks. Combine this Graphical designer with our Graphical Service Catalogue Form Designer and you get the most advanced and flexible solution.