Streamline Your IT Support Operations

OpsDesk is a complete SaaS solution for efficient, transparent, and responsive support operations. From ticket management to SLA compliance, we've got you covered.

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Key Features

Comprehensive tools designed to optimize your support operations

Dashboard

Real-time overview of open, in-progress, and resolved tickets with visual analytics on SLA compliance and agent performance.

Incident Ticket Management

Create, assign, and track support tickets with custom categories, priority tagging, and internal communication threads.

Kanban Board

Drag-and-drop interface for visual ticket status management and workflow tracking for support teams.

SLA Management

Define and monitor SLA targets based on ticket type and severity with automatic alerts for potential breaches.

Reporting & Analytics

Generate detailed reports on ticket volume, resolution times, agent performance, and customer satisfaction metrics.

Knowledge Base

Centralized repository for solutions, FAQs, and documentation to empower users and reduce ticket volume.

Technology Stack

Built with modern, reliable technologies

HTML5

CSS3

JavaScript

Bootstrap

.NET

SQL Server

MySql Server

Docker

Jira

Incident Management Workflow

Efficient process from ticket creation to resolution

1

Incident Logging

Tickets created via portal, email, or API integration

2

Automatic Categorization

AI-powered categorization and prioritization

3

SLA Assignment

Appropriate SLA targets applied based on ticket type

4

Resolution

Ticket resolved with customer communication

Why Choose OpsDesk?

Benefits that set us apart from the competition

Faster Resolution Times

Streamlined workflows and automation reduce ticket resolution time by up to 40%

Improved SLA Compliance

Real-time monitoring and alerts help maintain 99%+ SLA compliance

Enhanced Team Collaboration

Shared context and communication tools improve team productivity

Enterprise-Grade Security

SOC 2 compliant with encryption, access controls, and audit logs

System Features

Comprehensive tools for complete support management

  • Multi-channel ticket creation (email, portal, API)
  • Automatic ticket categorization and prioritization
  • Custom ticket fields and workflows
  • Assignment rules and load balancing
  • Internal collaboration threads
  • Customer communication templates
  • Attachment handling
  • Ticket linking and parent-child relationships
  • Configurable SLA policies based on ticket type/priority
  • Business hour and calendar management
  • Automatic escalation rules
  • Breach预警 alerts
  • Pause/resume conditions for SLA clocks
  • Multi-level escalation paths
  • Real-time SLA status dashboard
  • Historical SLA compliance reporting
  • Pre-built report templates
  • Custom report builder
  • Real-time dashboard with key metrics
  • Agent performance analytics
  • Ticket volume trends
  • Customer satisfaction (CSAT) tracking
  • SLA compliance reports
  • Export to PDF, Excel, and CSV
  • Centralized knowledge repository
  • Article versioning and approval workflows
  • Search with natural language processing
  • Suggested articles during ticket creation
  • Feedback and rating system for articles
  • Access controls and permissions
  • Multi-language support
  • Analytics on article usage and effectiveness

Jira Integration

Seamlessly connect your support and development workflows

OpsDesk offers deep integration with Jira, enabling seamless collaboration between your support and development teams. Create linked tickets, sync status updates, and maintain visibility across both platforms.

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  • Bi-directional Sync

    Keep ticket status synchronized between OpsDesk and Jira

  • Automated Ticket Creation

    Create Jira issues automatically from OpsDesk tickets

  • Shared Context

    Maintain full visibility across support and dev teams

SLA Management

Ensure service level agreement compliance with powerful tools

Comprehensive SLA Management

Define, monitor, and enforce service level agreements with precision. Our system provides real-time tracking, automated alerts, and detailed reporting to ensure you meet your commitment to customers.

Key SLA Features:

  • Multi-level SLA policies based on ticket priority/type
  • Flexible business hours and holiday calendars
  • Automatic pause/resume for waiting times
  • Escalation rules for approaching breaches
  • Real-time dashboards with SLA status
  • Detailed compliance reporting and analytics

99.5%

Average SLA Compliance Rate

Across OpsDesk Customers

Reporting & Analytics

Gain actionable insights from your support data

Make data-driven decisions with comprehensive reporting and analytics. Track key performance indicators, identify trends, and optimize your support operations with customizable dashboards and reports.

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  • Performance Metrics

    Track agent performance and team productivity

  • Response & Resolution Times

    Monitor and improve your support efficiency

  • Customer Satisfaction

    Measure and improve customer experience