Watch this short demo for an overview of key service desk software features.
Total control of your service desk
From the moment a support call is raised with your service desk, it is vital that great customer service is the priority. Sunrise Service Desk software is delivered as part of our IT Service Management platform and is fully functional and highly configurable for teams that support internal users, external business customers, or both.
We understand how important the Service Desk is to all areas of the business, and so we have created a range of services within Sunrise ITSM that are designed to ensure that your Service Desk agents have the information they need, when they need it.
- Easily adopted Self Service Portal with extensive capabilities as standard
- Proactive alerting and information on status of all records
- Full visibility of work queues, tasks and impacts
- Dynamic searching of records, matching incidents and requests with knowledge articles and resolutions
- Automation of common request processes
- Real time reporting, dashboards and wall boards
- Extensive configurability to tailor views to the needs of individuals, groups and teams
- Ready integration with other widely used tools including Jira, Teams and Slack
What’s Included?
Within Sunrise ITSM, the following Service Desk services are available:
Incident Management
Request Fulfilment
Problem Management
Knowledge Management
Service Level Agreements
Contact Management
Self-Service
Let users interact with your Service Desk using a simple browser-based, Self-Service portal. Raise new Incidents or Requests, search for solutions, monitor existing known errors or service outages.
Announcements
Gamification
Engage, motivate and reward your Service Desk staff with gamification. Earn badges for great customer service, compete in challenges against peers and level-up to show everyone your support prowess
Service Catalogue
What Our Customers Say
"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."
"We saw that Sunrise’s employees are really enthusiastic about the company and hugely experienced. That made our decision very straightforward - Sunrise is just the right partner for us. Adopting the SaaS model means we don’t have to worry about release cycles or server management either, as it’s all managed by Sunrise."
"Thanks to Sunrise ITSM SaaS we are now aligned to ITIL and can push this approach through the entire business. Not only have we improved how we handle our workload, but we can demonstrate our success through more detailed, business-focused reporting."
"Sunrise really is configurable, flexible and cost-effective, giving us the ability to make continuous improvements so support is as seamless for users as possible."
"As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value."
"We have the ability to customise the platform for different areas of the university and have removed the need for a multitude of platforms from multiple providers."
"It’s all there at your fingertips with Sunrise. When we showed Sunrise ITSM to the rest of the team, it was a case of ‘when can we have it?'"
"Flexibility, scalability, customisation and speed of implementation were paramount to us. Sunrise ITSM enabled us to improve and alter the way in which we logged and managed queries through to resolution, with a clean and simple user interface that staff could quickly and easily get to grips with."
"Sunrise has the right combination of cost, a user-friendly interface and functionality, alongside the web-based, cross platform accessibility, which enables the teams to login to the platform via mobile devices such as tablets and smartphones. This combination sets Sunrise ITSM apart from the competitive offerings that we reviewed."
Using Sunrise ITSM
Leading law firm Womble Bond Dickinson uses Sunrise’s ITSM functionality to track the numerous services that IT supports. “IT teams understand that they need to constantly improve if they are to deliver the service that the wider business demands. Womble Bond Dickinson has embraced this drive for continuous improvement and is seeing the benefits that better control, automation and powerful reporting deliver across its operations.”