Service Desk

See every open alert across every client in one list: device alerts, CyberSentry findings and expiring items. Filter by client, severity or time frame, acknowledge one or a hundred at once, and export the filtered list to CSV (up to 10,000 rows).

Turn a job into a project with its sub-tickets in minutes, by hand or from a saved workflow, then see every tech's day on one timeline and move work off anyone who is out of the office.

Ask Elise to draft your closing message in your own voice, send it with Send & Close, then approve the knowledge base article Elise drafts from the fix.

Log a client's problem from one screen: pick the contact, set the priority and board, and GoTenix routes it to the client's dedicated tech if there is one, can email the contact that it was logged and starts your timer. Also covers every other way a ticket can be created, Elise included.

See which tech a ticket went to and the reason in one plain sentence, lock a client to a dedicated tech so their tickets go straight to that person, and learn the order dispatch tries before it hands a ticket to a person. Also covers reassigning by hand and moving a ticket to another client.

Start the day on one worklist, see what needs a person right now, and filter any board down to exactly the tickets you want. Save that view for yourself or your team and pin it to the nav.

Answer a client, set the ticket's next status and log your time in one click, with Elise ready to draft the reply in your voice. The reply, the time and the status change are all recorded on the ticket.

Put your standard procedure on any ticket as a checklist with a name and a time on every step, stop the ticket closing until the required steps are done, and let the client watch progress.

Know which tickets owe a first reply before anyone asks, read every SLA chip in plain words, and see what pauses the clock, what a missed target looks like and what Elise can tell you about due dates.

Ask Elise to find, add up, report on and change things on a ticket, then use the SLA chip, time entries and billing status to keep the work honest and billable.