IT service management for teams that answer to SLAs
Every request, resolved on time.
ServiceFlow turns support emails and portal requests into tickets, runs the SLA clock for you, and gives clients a place to follow along, so the monthly report is the easy part.
- TKT-0001284In progress
Invoices fail to export to PDF
Halden Logistics
38m left - TKT-0001283Open
New starter: laptop and accounts
Brightwater Dental
1d 4h left - TKT-0001279Waiting on client
VPN drops every few minutes
Kestrel Labs
Paused - TKT-0001275Resolved
Report schedule sends twice
Halden Logistics
Met
- Email to ticket
- Business-hours SLA clocks
- Client portal
- Scheduled reports
- Row-level tenant isolation
- Full audit trail
What's inside
Everything a service desk needs, nothing it doesn't
Built around one structured, auditable process instead of a pile of plugins.
Ticket lifecycle
Incidents, service requests, problems and changes, from intake through assignment to resolution.
SLA engine
Reaction and resolution clocks in business hours, paused while you wait on the client, with warnings before a breach.
Email intake
Mail to your support address becomes a ticket, and replies land on the right one as comments.
Client portal
Clients raise and follow their own tickets, and only ever see their own company's work.
Reports
SLA performance by severity and service area, generated on demand or on a schedule, as PDF or Excel.
Knowledge base
Articles linked to the tickets they solved, so the next agent finds the fix in seconds.
Why ServiceFlow
From a shared inbox to a clear queue
Inbox and spreadsheets
- Without ServiceFlow: Requests scattered across inboxes and chats
- Without ServiceFlow: Due dates tracked from memory or a spreadsheet
- Without ServiceFlow: Clients emailing to ask for an update
- Without ServiceFlow: Days spent compiling the monthly SLA report
- Without ServiceFlow: No record of who changed what, or when
ServiceFlow
- With ServiceFlow: Every request becomes a ticket, by email or through the portal
- With ServiceFlow: SLA clocks that run in business hours and pause while you wait
- With ServiceFlow: Clients follow progress in their own portal
- With ServiceFlow: SLA reports on a schedule, ready to send
- With ServiceFlow: An audit trail on every ticket
When the delay is on the client's side, record it as a service level default. It stays on the record and out of your breach count.
How it works
Three steps, one clock
From the first email to the closing note, every step is tracked and timed.
Step 1
Raise
A client submits through the portal, a colleague logs a call, or an email arrives at your support address.
Step 2
Classify and assign
Severity and service area pick the SLA policy, and the ticket lands with the right team or queue.
Step 3
Resolve on time
Timers run in the background, warnings fire before a breach, and every change is on record.
Who it's for
Shaped to the way you support
Start from a setup made for your kind of team: ticket types, status names and categories. Then make it your own.
Software vendors
Support the solutions you deliver, track which version each client runs, and report against the contract.
Incident · Service request · Problem · Change request
Managed IT providers
Look after many client businesses from one queue, with each client walled off in their own portal.
Incident · Service request · New starter / leaver · Change
Internal IT teams
Give every department one place to ask for help, and show leadership how the service desk performs.
Incident · Request · Access request · Change
Keep every promise you make to clients
Set up your clients, invite your team, and start tracking tickets with SLA enforcement from day one.
Get started