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."
"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."
"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."
"The relationship we have with Sunrise feels more like a partnership than a client / supplier dynamic. They have always responded to our feedback 100%, and gone out of their way to support us in our ISO/IEC 20000 undertaking."
"Thanks to Sunrise and ITIL we’re confident that we can deliver the service our customers require and better understand and respond to their changing needs, in a more digitally-driven world. "
"For us Sunrise were the clear choice. The system has a broad range of features and functions and it was the most cost effective answer to our needs."
"We’ve been using Sunrise for nearly three years, without any failures, giving us reassurance and allowing us to focus on supporting the work of the council, its staff and councillors. We particularly like the ease of use, and the intuitive interface that we’ve been able to customise to meet our needs in every area."
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.”