A timely solution.
Thanks to ITIL Incident Management, Mint SD allows combining people, processes, and technology for systematic tracking and incident management.Demo Request
Register, monitor and manage incidents
Manage incidents like never before. Efficient work organization allows limiting the interference in the functioning of IT services. Start registering incidents at the service portal and monitor their status. End users can easily log in to the portal and report any problems they encounter.
Prioritize and organize incidents
Too much work because of new incoming tickets? It is impossible to deal with everything at once. With Mint Service Desk you can decide if the incident reported is urgent and requires immediate action. Identify priorities based on the importance and impact of incidents, and then take appropriate steps. Focus on solving the most serious problems quickly – less important tasks can be postponed.
Whenever you find solutions to specific problems, review incidents. Before closing critical reports, ensure smooth operation of your IT services. Thanks to advanced filters you can define rules based on which the ticket will be assigned to a specific queue.
It's possible to define custom ticket types and assign to them specific set of custom attributes. Once attributes are defined you can decide which roles can actually edit or view each attribute.
Some incidents are more serious than other, typical ones. These types of incidents are usually escalated – from the first contact consultants to the next level in the technical support team, where they are resolved in time. SLAs (guaranteed service level agreement) determines the time consultants have at their disposal, responding to the notification and then developing a solution to the problem. It also defines a standard method for identifying critical issues and allows incidents to be passed higher so that the technical support team can address the end user’s request.
Discover MINT Service Desk
Get Mint Service Desk for free to see how easily you can implement ITIL best practices and improve your company’s daily operations.
Schedule your test drive with Mint Service Desk.