Support Portal
Incident & Problem Management
Capture incidents from email, web forms, chat (Slack/Teams), or REST API. Link related incidents under a single problem record to drive root-cause analysis. Automate assignment and escalation to meet SLA commitments.
- Multi-Channel Ticket Ingestion: Normalize inputs from multiple sources into standardized tickets. Reduce manual logging and speed up time to resolution.
- Problem Correlation & RCA: Group similar incidents into problem records. Track investigations, impacted CIs, and resolution steps. Continuous improvement enforced by data-driven insights.
- Real-Time SLA Dashboards: Monitor SLA performance with countdown timers, at-risk and breached tickets. Implement automated reminders and escalations if SLAs approach violation.
Change Management & Approvals
Standardize change requests with structured forms that capture risk, impact, and rollback plans. Automate approval workflows and integrate with calendars to prevent conflicts. Track post-implementation reviews from a single console.
- Structured Change Forms: Enforce consistent fields—risk assessment, impact analysis, rollback procedures—to minimize process variability and reduce failed changes.
- Multi-Level Approval Chains: Define hierarchical approval workflows based on change type, CI impact, or organizational unit. Automatically route for sign-off and maintain audit trails.
- Maintenance Calendar Integration: Sync approved windows with Outlook, Google Calendar, or ServiceNow event calendars. Avoid conflicts and ensure broad visibility.
Service Request Catalog & Self-Service Portal
Build a branded, intuitive portal with a hierarchical service catalog. Empower end users to request common services—VM provisioning, password resets, hardware upgrades—via dynamic forms and automated workflows, slashing ticket volume and boosting satisfaction.
- Dynamic, Conditional Forms: Leverage conditional logic to display only relevant fields. Accelerate request submission and reduce back-and-forth clarifications.
- Automated Fulfillment Workflows: Trigger provisioning scripts, configuration management runs, or service desk tasks automatically upon request submission—achieve near real-time fulfillment.
- Multi-Tenant Branding for MSPs: Create separate, white-labeled portals for each managed client. Customize branding, SLAs, and workflows per tenant to deliver a seamless customer experience.
Knowledge Base & AI-Powered Suggestions
Create, categorize, and tag knowledge base articles with rich content—images, code snippets, attachments. As agents draft ticket responses, AI-driven suggestions surface relevant articles and solutions to resolve issues faster.
- Rich Text Editor & Versioning: Author articles with embedded media and code blocks. Track revisions with version history and roll back if needed for compliance audits.
- AI-Powered Article Suggestions: Leverage NLP to analyze ticket descriptions in real time. Automatically surface the most relevant KB articles to agents, improving first-call resolution by up to 40%.
- User Feedback & Ratings: Collect feedback on articles to measure effectiveness. Use insights to refine content and retire outdated articles proactively.
Reporting & Analytics
Measure key ITSM metrics—MTTR, SLA compliance, ticket volume by channel, agent performance, and CSAT scores—in real time. Use built-in dashboards or custom CSV/PDF exports to demonstrate ROI and drive continuous improvement.
- Interactive Report Builder: Drag-and-drop fields to create ad-hoc reports. Schedule automated email or Slack deliveries to executives and compliance teams on weekly, monthly, or quarterly cadences.
- Executive Dashboards: Pre-built widgets for high-level KPIs—open vs. closed tickets, SLA trend lines, top incident categories, agent workload distribution. Customize colors and layouts to match brand guidelines.
- Real-Time Alerts & Insights: Configure threshold-based triggers for key metrics (e.g., CSAT drops, SLA breaches). Receive proactive notifications to address issues before they escalate.
Experience AIO Portal in Your Environment
See firsthand how AIO Portal can modernize your IT operations, consolidate tools, and reduce TCO. Schedule a demo tailored to your infrastructure and objectives.
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