Remote Support
Integrated Service Desk
Tickets, comments and problem management in the same console as the endpoints.
Status: Available · Specified in FRD §14.2
What it is
Available today
AegisOne includes a working ticket system rather than assuming you will bolt one on. Tickets carry comments, link to the affected assets and clients, and feed the recurring-issue and root-cause analysis engines.
This sits within remote support — reach any endpoint and resolve the issue without leaving the console. It is part of the same platform as every other capability listed on this site, which means the data it produces is available to reporting, compliance evidence and the audit trail without an export step in between.
What you get
- Ticket lifecycle with threaded comments
- Linkage to clients, sites and assets
- Recurring-issue detection across ticket history
- Promotion of a recurring issue into a tracked problem record
- Capability group
- Remote Support
- Status
- Available
- Specification reference
- FRD §14.2
The specification reference points at the section of our functional requirements document that defines this capability, so that what is written here can be traced back to what was actually specified and built.
In the console
What integrated service desk looks like in use
An illustration of the interface for this capability. The layout is the product; the values in it are invented for the example, which is why the frame says so.
Remote Support
Related capabilities
Other things AegisOne ships in this area. Reach any endpoint and resolve the issue without leaving the console.
See integrated service desk against a real estate
The 14-day demo environment comes pre-loaded with a realistic fictional managed estate, so you can exercise this capability with data in it rather than an empty console. No credit card required.