ServiceTeam ITSM Features
What are the features of ServiceTeam ITSM?
Ticket and Case Management
- Ticket Creation User Experience
- Automated Response
- Attachments/Screencasts
- Ticket Collaboration
ServiceTeam ITSM Categories on G2
Filter for Features
Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket 10 reviewers of ServiceTeam ITSM have provided feedback on this feature. | 82% (Based on 10 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Based on 10 ServiceTeam ITSM reviews. Respond to common requests with standard reply | 83% (Based on 10 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions 10 reviewers of ServiceTeam ITSM have provided feedback on this feature. | 68% (Based on 10 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 10 reviewers of ServiceTeam ITSM have provided feedback on this feature. | 80% (Based on 10 reviews) | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Incident Management
Automate Ticket Routing | Routes tickets automatically to the appropriate user. | Not enough data | |
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. | Not enough data | |
Ticket Notifications | Notifies the IT team when a ticket needs action. | Not enough data | |
Knowledge Base | Provides a forum for answers to common questions. | Not enough data | |
Knowledge Base/Ticket Integration | Integrates knowledge base articles into a ticket. | Not enough data |
Reporting
Dashboards | Displays important metrics relating to performance. | Not enough data | |
Time Tracking | Tracks time worked on a ticket. | Not enough data | |
Surveys | Provides surveys to measure employee satisfaction. | Not enough data |
Access & Usability
Mobile | Enables access to service desk features via mobile device. | Not enough data | |
Self Service | Enables employees to view the status of their tickets. | Not enough data | |
Active Directory | Provides a directory of all users within an organization. | Not enough data | |
Multi-Channel Access | Enables access to service desk features through multiple channels such as email, phone, or the portal. | Not enough data |
Administration
Change Management | Tools to track and implement required IT changes in a system. | Not enough data | |
Asset Management | Tools to organize and manage all IT assets within an organization. | Not enough data | |
Reports & Analytics | A means to view and analyze a large amount of data in order to gain business insights. | Not enough data |
Service Desk
Help Desk | A place for users to submit tickets when they require IT help. | Not enough data | |
Incident Reports | Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | Not enough data | |
Process Workflow | The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | Not enough data |
Functionality
Ticketing System | Provides a service desk for users to submit tickets for IT-related issues. | Not enough data | |
Alerting | Creates alerts when tracked assets encounter errors or performance issues. | Not enough data | |
Automation | Automates repetitive tasks associated with IT service operations and maintenance. | Not enough data |
Management
Reporting | Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | Not enough data | |
Administration Console | Provides administrative tools for routine maintenance, upkeep, and tracking. | Not enough data | |
Asset Management | Gives administrators control over hardware and software resource allocation and tracking. | Not enough data | |
Policy Dictation | Controls policies and configurations across business applications and hardware. | Not enough data |
Monitoring
Constant Monitoring | Monitors systems constantly in real-time. | Not enough data | |
Timely Alerts | Alerts users of incidents and issues as soon as they arise. | Not enough data | |
TIcket Accuracy | Generates accurate incident reports. | Not enough data |
Management Tools
Ticket Assignment | Assigns tickets to relevant team members. | Not enough data | |
Standardization | Cultivates a standardized workflow for enhanced organization. | Not enough data | |
Lifecycle Visualization | Grants transparent overviews for the lifecycle of each incident. | Not enough data |
