Enterprise-Grade Service Desk for IT & All Internal Departments
A fragmented help desk results in missed SLAs, unhappy users, operational chaos, and constant escalation to leadership. An enterprise help desk must balance speed, accountability, security, and governance while remaining easy to adopt for both agents and end users.
TIKTING is the most complete Helpdesk with SLAs that centralizes customer and internal requests, enforces structured workflows, without relying on manual follow-ups.
TIKTING Help Desk Management provides a unified, on-premises capable service desk designed to support IT, HR, Finance, Facilities, Administration, and all internal departments from a single, secure platform.
Multi-Channel Ticket Intake
When requests arrive through email, phone calls, WhatsApp, or walk-ins, critical issues are easily lost. A centralized intake ensures nothing slips through and every request is traceable.
TIKTING is designed to make this capability easy to adopt and easy to manage.
- Capture requests from every communication channel
- Create tickets from email, web portal, dedicated mobile app or any endpoint of your application etc.
- Automatically consolidate all channels into a single ticket queue
- Maintain full conversation history regardless of entry point
- Eliminate shadow IT and informal support channels
Custom SLA Management
Without clearly defined SLAs, service quality becomes subjective and unmeasurable. SLA breaches damage trust and expose leadership to audit and governance scrutiny.
TIKTING is designed to make this capability easy to adopt and easy to manage.
- Define, track, and enforce service commitments
- Configure custom SLAs by department, service type, or priority
- Track response and resolution times automatically
- Receive breach warnings before SLA violations occur
- Generate SLA compliance reports for management and audits
Advanced Ticket Routing & Automation
Manual ticket assignment slows resolution and overloads senior staff. Intelligent routing ensures the right issue reaches the right team instantly.
TIKTING enables this capability with enterprise-grade control and visibility.
- Faster resolution through intelligent routing
- Route tickets based on category, impact, department, or skill set
- Auto-assign tickets to individuals or groups
- Escalate issues automatically based on priority or SLA risk
- Reduce resolution time and technician burnout
Powerful Role-Based Access Control (RBAC)
Weak access controls create data exposure risks and audit failures. Enterprise service desks must strictly enforce who can see, act on, and modify information.
TIKTING delivers this function as part of a unified service management platform.
- Granular access control aligned with enterprise security policies
- Define roles for agents, supervisors, managers, and auditors
- Restrict visibility by department, function, or data sensitivity
- Enforce least-privilege access across the platform
- Support compliance and internal control requirements
On-Premises Deployment
For regulated industries and public-sector organizations, data residency and sovereignty are non-negotiable. Cloud-only tools often fail compliance and security requirements.
TIKTING is primarily built for:
- Full control over data, infrastructure, and compliance
- Deploy entirely within your own data center
- Maintain ownership of sensitive operational and user data
- Meet regulatory, security, and government compliance standards
- Operate independently of third-party cloud risks
Remote Support & Assistance
Modern support requires resolving issues without physical presence. Remote access reduces downtime and support costs.
TIKTING delivers this function as part of a unified service management platform to:
- Resolve issues faster without site visits
- Initiate secure remote support sessions from tickets
- Reduce dependency on physical access and travel
- Improve first-contact resolution rates
- Enhance user experience with faster fixes
Easy Onboarding & User-Friendly Design
Complex service desks fail adoption, regardless of features. Ease of use directly impacts ticket quality, resolution speed, and user satisfaction.
TIKTING is purposely built to:
- Minimal training, maximum productivity
- Intuitive interface for agents and end users
- Rapid onboarding for new departments and teams
- Self-service portal for users to log and track requests
- Reduced resistance to process adoption
Incident & Problem Management Integration
Treating incidents in isolation leads to recurring outages and fire-fighting. True service maturity requires linking incidents to root causes.
TIKTING provides all the right tools and modules readily integrated.
- Move from reactive support to proactive service management
- Seamlessly link tickets with incidents and problems
- Identify recurring issues and underlying causes
- Reduce repeat incidents through structured problem resolution
- Improve overall service stability
Comprehensive Audit Trails
Maintaining a perfect record of all ticket activity is critical for compliance, performance reviews, and accountability. Without traceable logs, organizations risk non-compliance, disputes, and operational blind spots.
TIKTING provides Full visibility into every action and change
- Every status change, comment, internal note, and attachment is timestamped
- Track technician actions and user interactions in real time
- Provide complete audit trails for compliance, security, and performance reviews
- Support internal investigations and continuous service improvement
Performance Dashboard
Effective management requires instant insight into workloads, resolution times, and bottlenecks. Without actionable data, resource allocation is reactive and inefficient, impacting SLA compliance and user satisfaction.
TIKTING is designed to easily provide Data-driven oversight of teams and service delivery
- Visualize team workload, ticket queues, and priority distribution
- Monitor average resolution and response times by category or department
- Identify bottlenecks and high-impact problem areas
- Allocate resources strategically to optimize service efficiency
Integrated Team Collaboration
Complex tickets often require multiple perspectives. Without structured collaboration, knowledge sharing is fragmented, resolution slows, and repeat issues increase.
TIKTING is designed to collaborate seamlessly within the ticketing environment
- Add internal comments and @mention colleagues to involve the right expertise
- Share knowledge and troubleshoot without leaving the ticket interface
- Reduce resolution time for complex technical or cross-departmental issues
- Maintain a documented trail of collaborative decisions for accountability
Knowledge Base Integration
Repeated questions waste technician time and slow resolution. Knowledge reuse is essential for scale and consistency.
TIKTING is always readily available for the team to:
- Enable self-service and faster resolutions
- Create and manage a centralized knowledge base
- Link articles directly to tickets and incidents
- Empower users to resolve common issues themselves
- Reduce ticket volume and agent workload
Active Directory Integration
Manual user management leads to outdated access, security gaps, and onboarding delays.
TIKTING provides a centralized and controlled foundation for this capability.
- Automated identity and access synchronization
- Sync users, roles, and departments from Active Directory
- Automate access control based on organizational structure
- Simplify onboarding, transfers, and offboarding
- Maintain accurate user data across the service desk
Department-Wide Service Enablement
Support is no longer limited to IT. HR, Finance, Admin, and Facilities all require structured service workflows.
TIKTING is One platform for all internal service requests
- Create separate service catalogs for each department
- Maintain department-specific SLAs and workflows
- Provide consistent service experience across the organization
- Break down silos while preserving ownership
TIKTING enables organizations to deliver controlled, measurable, and scalable internal services without compromising security, compliance, or ease of use.
