HELP DESK
ITSM
ITSM ENTERPRISE
Ticket Management
Email to Ticket
Fully Customizable User Interface
Partial
Escalation Rules
Routing Rules
Granular Permission Control
Partial
Customizable Survey
Multiple Survey Questions
Remote Control Directly from the Ticket
Announcements
Reports
Report Scheduler
Included in Manager Dashboard
Included in Manager Dashboard
Included in Manager Dashboard
Customized Reports
Included in Manager Dashboard
Included in Manager Dashboard
Included in Manager Dashboard
Define supervisors
Permissions Control on Administrator Level
Advanced Permissions Control on Administrator Level
Permissions Per Groups
Complete Service Record History
Self-Service Portal (End-User Portal)
(F11) Hotkey for Submitting Service Records
End-User Screenshots Attached to Service Records Automatically
Knowledge Base
ITIL Package
Partial
Incident Management
Request Fulfillment
Problem Management
Change Management
SLA/SLM
CMDB
Optional
Automation
Automatic Routing Rules
Automatic Escalation Rules
Automatic Due Dates
Automatic Prioritization
Dynamic Timers & Operating Hours
Dynamic Forms (Category-Driven Templates)
Quick List - Service Records Including Pre-Filled Data
Customization
Partial
Customizable Logo
Customizable Notifications
HTML Customization
Partial
Custom/Special Projects
Customize Embedded Submission Form
Unlimited Custom Fields
Optional
Customizable Lists (views, filters, columns)
Customizable Forms (tabs, fields)
Partial
Customizable Self-Service Portal
Web Forms
Customized Monitoring Configurations
Mandatory Field Per Status
Unlimited Custom Tabs
Multilanguage Support
1 language in addition to English
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