SERVICE DESK

Step up with SuperOps'

Service Desk

Top-notch resolutions for your clients, improved efficiency for your technicians. The service desk where everyone wins.

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Centralized communication

Keep client, vendor, and internal conversations in a single window

Make efficiency a mainstay

Get hyper-relevant solutions, ticket summaries, automatic worklogs, and more

Time-saving automation

Deliver faster service by automating routine tasks and common processes

Exceptional service

made effortless

TICKET PRIORITIZATION

Triage tickets like a pro

Enable client satisfaction across the board with smart ticket prioritization.

Prioritize the right tickets

Organize and assign tickets by status, priority, technician, and more with the intuitive Kanban view.

Always stay ahead of SLAs

Configure and automate matrixed SLAs to prevent breaches and ensure timely escalations.

Make every ticket hit the right technician

Granularly automate ticket assignment based on technician skill and availability to minimize time to resolution.

FAST RESOLUTION

Make your clients go “whoa” with swift resolutions

Make it easy for every technician to deliver top-notch service with an array of AI and automation capabilities.

Get hyper-relevant solutions instantly with AI

Never get stuck on a ticket again. Monica, your AI SuperCompanion, gives you contextual suggestions from similar tickets and the web.

Hit the ground running with Runbooks

Ensure fast, consistent service by automating repeatable processes like user onboarding with templatized runbooks.

Break client communication barriers

Give professional, easily-understandable responses every time by letting Monica AI rephrase your texts, based on the prompts you build!

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88%

Reduction in average ticket response time

97%

Time saved on worklog entries

2x

Ticket volume handled by L1 technicians

IMPROVED EFFICIENCY

Master time and efficiency

Boost time accountability and technician efficiency with frictionless time-tracking, automation, and AI worklogs.

Account for every hour

Log time on the go—whether you're on a site visit or reading documentation—using mobile and browser-based timers.

Ensure timely action with automation

Leave no ticket waiting with time-based triggers that assign technicians and send prompt replies.

Log work with a click

Say goodbye to manual worklog entries—Monica automatically converts ticket replies into formatted worklogs, saving you keystrokes.

FULL CONTEXT

Never lose context

Work with full context —whether you're placing an order with a vendor, collaborating with a teammate, or juggling multiple tickets at once.

Centralize communication

Eliminate context-switching by managing vendor and client conversations side-by-side with Side Conversations.

Get quick ticket summaries with AI

Skip the endless scrolling—Monica provides concise ticket snapshots, getting you up to speed on lengthy conversations in no time.

Solve tickets without the back-and-forth

Stay focused and efficient with a split-screen layout that displays the ticket you're working on alongside a list of other tickets—so you never lose sight of the bigger work picture.

Before, I'd use 4 different products for my user interactions, now I have a single point of entry for 90% of them.

Daryl S

Managing Partner, DNS Security Enterprises