eBA IT Service Management

Helpdesk


Email-to-Ticket Conversion

eBA:ITSM automatically converts service request email into a trouble ticket, including file attachments. Multiple inbound mailboxes and content filtering make distribution of inbound requests simple and informative.


Parent/Child Relationships

Link unlimited Incident Tickets to a single Major Ticket for easy organization. Once resolved, close the Major Ticket and the corresponding Incident Tickets or "Children" tickets close along with the “Parent” and send out appropriate notifications


Load Balancing of Ticket Assignment

Configurable software's business rules to optimize staff assignment of incoming requests - whether it be round robin distribution, or in a triage approach.


Time Tracking

Capture, analyze, and report time-related KPI data for every service fulfillment resource throughout each service request ticket.