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.