Restore services faster. Every time.
Give agents the context, automation, and SLA visibility they need to diagnose, escalate, and resolve incidents before they impact the business.
Core capabilities
Everything you need, fully integrated.
Structured incident workflow
Detect → Record → Categorize → Prioritize → Assign → Investigate → Resolve → Confirm → Close — every step tracked.
Priority matrix
Define priority based on impact and urgency. SupportEngine calculates and suggests the correct priority automatically.
SLA enforcement
Response and resolution SLA timers start automatically. Breach warnings escalate before they happen.
Major incident protocol
Activate a major incident bridge with communications timeline, stakeholder updates, and dedicated resolution notes.
Related asset & CI correlation
Automatically surface affected assets and configuration items to accelerate root cause identification.
AI-assisted investigation
AI surfaces related incidents, knowledge articles, and suggests next actions based on similar past resolutions.
How it works
Detect & Record
Incidents arrive via portal, email, monitoring alert, or API.
Categorize & Prioritize
AI suggests category and priority. Agent confirms.
Assign & Investigate
Routed to the right team with full context and related assets.
Resolve & Confirm
Resolution documented. Affected user confirms service restoration.
Close & Learn
Incident linked to problem management for root cause analysis.
Common questions
How does SupportEngine handle major incidents?
Major incidents can be flagged and trigger a dedicated workflow with war-room communications, automated stakeholder notifications, and a major incident timeline.
Can we define our own priority matrix?
Yes. You configure the impact and urgency levels and the resulting priority matrix in the administration settings.
Does SupportEngine integrate with monitoring tools?
Yes. Monitoring tools like Prometheus, Grafana, and others can push alerts to SupportEngine via webhooks or API to auto-create incident tickets.
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