Resolve tickets before your customers even
An AI-powered ITSM platform that routes, prioritizes, and resolves support tickets with intelligent automation. Built for IT teams that refuse to let SLAs slip.
Replaces Zendesk, Freshdesk, ServiceNow
Workflows connected by Vitelligence Service Desk
Standalone pricing
Buy Service Desk by itself, or add it to a Vitelligence suite.
Run tickets, SLAs, knowledge, and service reporting with customer and project context built in.
Best for
Support managers, IT teams, and service operations
Essentials
per agent/month
A focused Service Desk setup for small teams that need the basics without buying the full platform.
- Core records and views
- Basic permissions
- Imports and exports
Professional
monthly
A serious business tier for teams running Service Desk as an operating workflow.
- Automation and workflow rules
- Advanced reporting
- Cross-app collaboration
AI/Advanced
monthly
Advanced AI, automation, governance, reporting, and cross-app workflows for Service Desk.
- AI summaries and recommendations
- Higher automation allowance
- Cross-app intelligence
Suite expansion
Where Service Desk fits in the platform
Everything you need in Service Desk
Intelligent Ticket Management
AI reads incoming tickets, categorizes them, assigns priority, and routes to the right agent before anyone has to lift a finger.
- AI auto-classification by category, urgency, and impact
- Smart routing based on agent skills and current workload
- Sentiment analysis to flag frustrated customers immediately
- Threaded conversation view with internal notes
- Bulk actions and saved filters for queue management
- SLA countdown timers visible on every ticket
AI Ticket Routing
Natural language understanding classifies tickets by topic, detects urgency from tone and keywords, and routes to the best-qualified agent based on skills and availability.
- NLP-based topic extraction from ticket subject and body
- Urgency detection using sentiment and keyword analysis
- Skill-based routing with configurable agent profiles
- Load balancing across agents to prevent burnout
- Round-robin and priority-weighted assignment modes
- Routing rule override for VIP customers
Self-Service Portal
Give customers a branded portal to submit tickets, search the knowledge base, and check request status. AI suggests answers before they even finish typing.
- Branded customer portal with your logo and colors
- AI-powered search-as-you-type with article suggestions
- Ticket submission forms with custom fields per category
- Request status tracking with real-time updates
- Community forums for peer-to-peer support
Service Catalog
Publish a catalog of IT services that employees can request. Each service has its own approval workflow, SLA, and fulfillment process.
- Visual service catalog with categories and search
- Multi-step approval workflows per service type
- Automated provisioning via webhook integrations
- Cost tracking and chargeback reporting per department
- Service request templates with pre-filled fields
- Usage analytics to understand service demand patterns
Service Desk — Frequently Asked Questions
Ready to transform your service desk?
Start with one service desk workflow and prove the value before expanding.