IT Service Management.
Re-engineered.
Manage incidents, service requests, assets, changes and knowledge from one intelligent platform built for modern IT teams.
Service Mgmt
Assets
Automation
All Tickets
24724
Open Incidents
96.4%
SLA Compliance
18 min
Avg. Response
12
Agents Online
VPN connectivity failure — Remote users
⏱ 38 min
SLA
New laptop request — Marketing dept.
⏱ 2 days
SLA
Database latency spike — Production
⚠ BREACHED
SLA
Firewall rule change — DMZ zone
⏱ 3 days
SLA
INC-10425 Resolved
VPN restored • 2 min ago
SLA Compliance
Built for modern IT teams
Everything your IT team needs. One platform.
From the first incident ticket to the last resolved change request — SupportEngine gives IT teams the tools, automation, and intelligence to deliver exceptional service.
From request to resolution.
Fully connected.
Every step in your service workflow is tracked, automated, and measured — giving agents the context they need to resolve issues faster.
Request Received
AI Classification
SLA Applied
Agent Assigned
Investigation
Approval
Resolution
User Feedback
Request Received
User submits via portal, email, chat, or phone
AI Classification
AIAuto-categorize, prioritize, and route intelligently
SLA Applied
Response and resolution timers start automatically
Agent Assigned
Routed to the right team based on skills and load
Investigation
Agent reviews context, assets, and related tickets
Approval
Multi-stage approvals with automatic notifications
Resolution
Issue resolved and documented in knowledge base
User Feedback
CSAT survey sent automatically after closure
< 20 min
Average first-response time
with automated routing
40%+
Tickets handled by automation
in typical deployments
Real-time
SLA compliance visibility
across all queues
Unlimited
Steps in a configurable workflow
no-code builder
AI that works alongside
your IT team.
Purpose-built AI capabilities that accelerate ticket resolution, reduce manual work, and help agents deliver better service — without replacing human judgment.
AI Ticket Classification
Automatically suggests category, subcategory, priority, and assignment group for every incoming ticket — reducing manual triage to near zero.
AI Ticket Summary
Instantly summarize long conversation threads and activity histories so agents can understand context without reading every message.
AI Reply Assistant
Generate context-aware draft responses for technicians. Agents review, edit, and send — human approval always stays in the loop.
AI Knowledge Suggestions
Surfaces relevant knowledge articles as users type their request — deflecting tickets before they're even submitted.
AI Service Desk Assistant
Conversational self-service for employees. Helps diagnose issues, guides through solutions, and escalates intelligently when needed.
AI Agent Assistant
An intelligent co-pilot that helps technicians investigate incidents, find related issues, and identify the best next action.
SupportEngine AI
Online · Ready to help
The AI Service Desk Assistant speaks naturally with employees, guides them to solutions, and escalates to a human agent when needed.
Explore SupportEngine AIIT Service Portal
Acme Financial · IT Department
Popular Services
AI-suggested knowledge for you
How to reset your VPN credentials
1.4K views · 96% found helpful
Request software using the service portal
890 views · 98% found helpful
Understanding your onboarding checklist
2.1K views · 94% found helpful
Help starts before a
ticket is created.
Give employees a modern service portal where they can find answers, request services, and track their requests — without waiting for IT.
Smart knowledge deflection
AI-suggested articles reduce ticket volume before employees even submit.
Branded employee portal
Customizable portal that matches your organization's look and feel.
Real-time request tracking
Employees see exactly where their request is and who's handling it.
Mobile-first design
Works seamlessly on any device — desktop, tablet, or phone.
Every metric that matters to IT.
Real-time dashboards that give service desk managers, IT leaders, and technicians the visibility they need to make informed decisions.
All figures shown are fictional UI demonstration data only.
Operations Dashboard
This week · Auto-refreshing
1,284
Open Requests
vs last week
96.4%
SLA Compliance
vs last month
18 min
Avg. Response
improvement
3.2 hr
Avg. Resolution
improvement
Ticket Volume by Day
Category Distribution
SLA Compliance Trend (6 months)
Connect with the tools your teams already use.
SupportEngine is designed to work with your existing technology ecosystem — not replace it.
Microsoft Teams
Collaboration
Slack
Collaboration
Microsoft Entra ID
Identity
Active Directory
Identity
Google Workspace
Identity
Okta
Identity
Prometheus
Monitoring
Grafana
Monitoring
Zabbix
Monitoring
Datadog
Monitoring
PagerDuty
Monitoring
GitHub
Development
GitLab
Development
Jira
Development
AWS
Cloud
Microsoft Azure
Cloud
Google Cloud
Cloud
Email (IMAP/SMTP)
Communication
SMS Notifications
Communication
Webhooks
Communication
CrowdStrike
Security
Splunk
Security
Don't see your tool? Use our REST API to connect anything.
Built for
enterprise trust.
SupportEngine is architected with enterprise security requirements at its core — not as an afterthought.
Security controls are configurable, auditable, and designed to meet the requirements of regulated industries. Our security roadmap includes formal compliance certifications as the platform matures.
View Security ArchitectureEncryption in Transit
All data transmitted over TLS 1.2+ with HSTS enforced across all endpoints.
Encryption at Rest
Data stored with AES-256 encryption. Database-level and field-level encryption architecture.
Role-Based Access Control
Granular RBAC with custom roles, permission sets, and least-privilege principles by design.
SSO & MFA-Ready
Architecture supports SAML 2.0, OIDC, and MFA — integrate with your existing identity provider.
Audit Logs
Immutable audit trail of every access, change, and administrative action in the system.
Secure APIs
API authentication via OAuth 2.0 tokens. Rate limiting, input validation, and threat protection on every endpoint.
Data Isolation
Multi-tenant architecture with strict data isolation between organizations at every layer.
Session Management
Configurable session timeouts, concurrent session controls, and forced re-authentication policies.
Ready to modernize your
IT service experience?
Bring requests, incidents, assets, knowledge and automation together with SupportEngine. 14-day free trial. No credit card required.
Questions? Talk to our team