IT support
IT helpdesk — internal IT support requests in one place
When IT support requests arrive by email, chat messages and in the corridor, some are forgotten and nobody sees the overall workload.
In Sammion's IT helpdesk every request is a ticket with an assignee, a priority and an escalation path — urgent ones stand out immediately.
Features
IT tickets
Support requests in one queue from email and a form.
SLAs and priorities
Response times by priority — business-critical requests go to the front.
Escalation
A request moves to the next level if it is not resolved in time.
Device and user details
Link a ticket to a device and a user — the history is right there.
Reports
Request volumes, resolution times and recurring problems made visible.
How it works
- 1
A request arrives
A user submits a support request; it becomes a ticket.
- 2
Handle and escalate
The support agent resolves the request or escalates it onward.
- 3
Close and track
A resolved ticket is closed; reports show the trends.
Who an IT helpdesk is for
- Internal IT teams
- IT service providers
- Mid-sized and large organisations
- Educational institutions
- Public-sector organisations
- IT managers