About ServiceWise
ServiceWise is a service management software/platform from TechExcel that helps organizations manage their service requests and incidents efficiently. It includes features such as ticketing management, knowledge base integration, and reporting tools so teams can track and resolve issues more effectively. ServiceWise supports ITIL best practices, allowing companies to align their service management processes with industry standards. The platform provides a user-friendly interface that enables both customers and support teams to interact easily. Key capabilities: ticketing management knowledge base integration reporting tools ITIL compliance user-friendly interface Best for: organizations that need to improve their service desk operations and reduce response times.
ServiceWise by TechExcel is a comprehensive IT service management and help desk platform designed to streamline and automate support operations across IT and other departments, providing organisations with a single, unified system to manage incidents, service requests, changes, problems, and assets. Its core ticketing system consolidates requests from multiple channels, including email, chat, and web portals, ensuring no issue is overlooked and facilitating faster resolution. The platform is ITIL-aligned, supporting best-practice processes while allowing extensive configuration through a no-code workflow engine, enabling organisations to automate approvals, escalations, task routing, and custom workflows without heavy technical input. ServiceWise also features a self-service portal that empowers end users to submit tickets, track progress, and access knowledge articles, reducing workload on support teams and improving overall response times. Advanced reporting, dashboards, and analytics provide actionable insights into performance, resource utilisation, and compliance, helping management make data-driven decisions. The platform supports integration with directory services, third-party tools, and offers modular add-ons for surveys, forms, and asset management, making it highly scalable for organisations of varying sizes.
Pros & Cons
- +Consolidates support requests from numerous channels into one central system.
- +SLA tools improve accountability and help teams meet service expectations.
- +The knowledge base encourages self‑help, reducing repetitive support tasks.
- +Asset tracking ties technical support to the resources being supported.
- +Custom workflows allow teams to automate steps and enforce business rules.
- −Teams new to structured support systems may need training to get full value.
- −Smaller organisations with minimal support demand might find the breadth of features more than needed.
- −Some advanced customisation options may require configuration support.
- −Reporting insights depend on consistent ticket categorisation and usage.
Features
Key features
- Help Desk and Ticketing System
- Centralises support requests from multiple channels into one platform so teams can track and resolve issues efficiently.
- Service Level Agreement (SLA) Management
- Lets organisations define, monitor, and enforce SLA policies to ensure timely responses and resolutions.
- Knowledge Base and Self‑Service Portal
- Provides searchable articles and guides that help customers resolve common issues on their own.
- Multi‑Channel Support
- Captures support requests from email, chat, web forms, and other sources in a unified inbox.
- Customisable Workflows
- Enables teams to design and automate support processes tailored to their operations, including escalation rules.
Additional features
- Asset and Inventory Tracking
- Helps organisations maintain records of IT and non‑IT assets, including lifecycle and status details.
- Reporting and Dashboards
- Offers insights into support performance with metrics like ticket volume, resolution times, and agent productivity.
- Canned Responses and Templates
- Lets teams store common replies to speed up support and maintain consistency.
- Role‑Based Permissions
- Controls what users can see and do based on their support role or team.
- Customer Satisfaction Surveys
- Collects feedback on support interactions to help improve service quality.
Pricing
Countries & Languages
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About ServiceWise
ServiceWise is a service management software/platform from TechExcel that helps organizations manage their service requests and incidents efficiently. It includes features such as ticketing management, knowledge base integration, and reporting tools so teams can track and resolve issues more effectively. ServiceWise supports ITIL best practices, allowing companies to align their service management processes with industry standards. The platform provides a user-friendly interface that enables both customers and support teams to interact easily. Key capabilities: ticketing management knowledge base integration reporting tools ITIL compliance user-friendly interface Best for: organizations that need to improve their service desk operations and reduce response times.
ServiceWise Details
ServiceWise's In-App Market Place
Does ServiceWise have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CHF (Fr), SEK (kr)
Pros & Cons
- Consolidates support requests from numerous channels into one central system.
- SLA tools improve accountability and help teams meet service expectations.
- The knowledge base encourages self‑help, reducing repetitive support tasks.
- Asset tracking ties technical support to the resources being supported.
- Custom workflows allow teams to automate steps and enforce business rules.
- Teams new to structured support systems may need training to get full value.
- Smaller organisations with minimal support demand might find the breadth of features more than needed.
- Some advanced customisation options may require configuration support.
- Reporting insights depend on consistent ticket categorisation and usage.
ServiceWise's Support Options
Email Address
support@techexcel.comContact
+1 (925) 871-3900Community Forums
https://community.techexcel.com/ServiceWise's Alternatives
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