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 what matters most

Streamline your ticket queue with an intuitive Kanban view that lets you sort and assign by priority, status, technician, and more so nothing slips through the cracks.

Never miss an SLA

Set up smart, automated SLAs to trigger timely escalations and keep every ticket on track.

Smart ticket routing that just works

Automatically assign tickets based on technician skills and availability to reduce delays and speed up 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.

Fix smarter with AI on your side

Never get stuck on a ticket. Monica AI surfaces the most relevant fixes from similar issues and trusted sources right when you need them.

Bring your processes to life

Convert SOPs into actionable, automated processes with Unified Runbooks to resolve common issues faster.

Clear and professional replies every time

Help technicians communicate better with AI-powered rephrasing that ensures clarity, tone, and translation when needed.

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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.