Servicedesk
Modern ITSM, without the bloat
A modern IT service management platform that streamlines incident, request, and change management across your organisation — from first ticket to final resolution.
Overview
One platform for every IT request
Applaude Servicedesk gives your IT team a single place to receive, triage, and resolve every incident and service request. Tickets arrive by email, web portal, or API and land in structured queues with automatic categorisation, ownership, and priority — so nothing slips through the cracks.
Built-in SLA tracking and escalation keep response times honest, while the knowledge base and self-service portal deflect repeat questions before they ever become tickets. Change management workflows add approval gates and audit history to every production change.
Capabilities
What Servicedesk does for you
Incident & Request Management
Structured queues, automatic routing, and full lifecycle tracking for every incident and service request.
SLA Tracking & Escalation
Define response and resolution targets per priority; automatic escalation before a breach, not after.
Knowledge Base & Self-Service
A searchable knowledge base and self-service portal that deflect repeat tickets and empower end users.
Multi-channel Ticketing
Email-to-ticket, web portal, and REST API intake — every channel lands in one consistent queue.
Change Management
Approval workflows, scheduled change windows, and a complete audit trail for every production change.
Reports & Dashboards
Ticket volume, SLA compliance, and team performance dashboards that keep leadership informed.
Better Together
Part of an integrated suite
CMDB
Link tickets to configuration items for instant impact analysis — see what a change or outage really touches.
Explore CMDBGRC
Ticket and change histories feed compliance audit trails automatically — evidence without the scramble.
Explore GRCFAQ
Frequently asked questions
What is an ITSM platform?
An IT service management (ITSM) platform is software that structures how an organisation delivers IT support — receiving incidents and service requests, routing them to the right team, tracking them against SLAs, and managing changes to production systems. Applaude Servicedesk covers this full lifecycle in one tool.
Does Servicedesk support email-to-ticket?
Yes. Emails sent to your support address are converted into tickets automatically, with sender, subject, and attachments preserved. Web portal and REST API intake are also included, and all channels share the same queues and SLAs.
Can we define our own SLA policies?
Yes. Response and resolution targets are configurable per priority, category, or customer, with business-hours calendars and automatic escalation rules that trigger before a breach occurs.
How does Servicedesk work with the CMDB?
Tickets can be linked to configuration items in the Applaude CMDB. During an incident you see the affected asset's dependencies immediately, and during change planning you see the blast radius of the proposed change.
Ready to see Servicedesk in action?
Talk to our team about your requirements — we respond within one business day.
Get a Demo