Incident and Request Management

Manage all incidents in one system!

MINT SERVICE DESK

The system for managing service incidents, also known as the ticket system, is a tool that allows you to register and track all tickets in one place. Professional service of potential customers is the key to the success of most companies. The satisfaction of Clients who have obtained a quick and reliable answer to their inquiries results in a positive image of the entire company.

Mint Service Desk is a certified ITSM system compliant with ITIL® 4.

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Functionalities of the notification management system

  • Responsive web design
  • Self-service portal
  • Activity alerts and reminders
  • Queue structured
  • Custom notifications
  • Many tickets types
  • Custom Fields
  • Multilevel access and views
  • Ticket relations
  • Calendars
  • SLA
  • Bulk-actions
  • Automation
  • Priorities
  • Private internal notes
  • Widgets for saved filters
  • Service Desk
  • Asset Management
  • Incident Management
  • Problem Management
  • Change Enablement
  • Service Request Management
  • Service Level Management
  • Service Catalog Management
  • Service Configuration Management
  • Knowledge Management
  • Categories
  • Custom Fields
  • Attachments
  • QR Code for scanning and printing
  • Tickets related to asset
  • Alerts for renewals and warranty expirations
  • Automated IT Asset Discovery *
  • Azure AD
  • Active Directory
  • LDAP
  • Google ID
  • Chat
  • Email
  • Self-service Portal
  • Facebook Messenger *
  • Reports
  • Dashboards
  • Excel and CSV export
  • Integration with BI and Reporting tools
  • Email templates
  • Categories
  • Articles
  • Solution suggestions in tickets

Mint Service Desk offers two personalized portals.

What are the benefits of the Ticket Management System?

For Agents
For Clients
For Agents
  • Intuitive interface and the ability to filter notifications.
  • Incident prioritization based on established processes.
  • Option to automate replies, e-mail, and system notifications.
  • The "Bulk actions", a function of mass actions that allows performing the same action on many tickets.
  • Option to create and configure a knowledge base that helps Agents resolve common issues.
  • The "Out of office" function, informs others about the Agent's absence and prevents the possibility of assigning a report to him at that time.
For Clients
  • Single point of contact with technical service.
  • Possibility to check the current status of any ticket and monitor progress.
  • Chat option with the Agent assigned to the ticket.
  • Unlimited access to the knowledge base.
  • Ability to accept the solution and close the application.
  • Transparency in managing each notification.
  • Intuitive interface and the ability to filter notifications.
  • Single point of contact with technical service.
  • Incident prioritization based on established processes.
  • Possibility to check the current status of any ticket and monitor progress.
  • Option to automate replies, e-mail, and system notifications.
  • Chat option with the Agent assigned to the ticket.
  • The "Bulk actions", a function of mass actions that allows performing the same action on many tickets.
  • Unlimited access to the knowledge base.
  • Option to create and configure a knowledge base that helps Agents resolve common issues.
  • Ability to accept the solution and close the application.
  • The "Out of office" function, informs others about the Agent's absence and prevents the possibility of assigning a report to him at that time.
  • Transparency in managing each notification.

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Whistleblower

It is a safe and unique tool whose purpose is to gather reports from whistleblowers in the company. Whistleblower meets all legal requirements and complies with the provisions of the EU directive.

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