CALLit Intelligent IT Service Management (ITSM) Platform
Core Helpdesk Capabilities
1. End-User Self-Service Portal
Employees or customers can securely log in to raise support tickets across multiple categories defined by the organization.
User access can be integrated with:
- Active Directory authentication
- Manual user creation and management
This ensures secure and convenient access for all users.
2. Smart Admin & Staff Management
The CALLit Admin Portal allows administrators to onboard support staff with role-based access control.
Tickets raised by users are automatically assigned based on:
- Location
- Skill set
- Current workload
This intelligent routing ensures faster resolution times and balanced resource utilization.
3. Multi-Helpdesk Support
CALLit supports multiple internal service desks within the same platform.
Examples include:
- IT Helpdesk
- HR Helpdesk
- Administration Helpdesk
Tickets are automatically routed to the correct team based on category and staff roles.
4. SLA-Driven Ticket Management
Administrators can monitor and control the complete ticket lifecycle aligned with predefined Service Level Agreements (SLAs).
Features include:
- SLA monitoring
- Ticket reassignment
- Escalation management
- Staff availability handling
This ensures consistent and measurable service delivery.
5. Full Activity Logging & Notifications
Every action performed by support staff is automatically:
- Logged in the system
- Visible to both the ticket owner and administrators
- Accompanied by automated email notifications
This provides full transparency, accountability, and audit tracking.
6. Approval Workflow for Service Requests
For service requests requiring authorization, CALLit provides automated approval workflows.
The system:
- Sends approval requests to department heads
- Allows approval via secure links
- Updates ticket status automatically once approved
This ensures requests move forward quickly and securely without manual follow-ups.
7. Visual Dashboards & Reports
CALLit provides interactive dashboards and analytical reports that help management track performance and service efficiency.
Dashboard insights include:
- Tickets by location
- Tickets by category
- Tickets by engineer
- SLA performance
Built-in reports include engineer performance and service desk efficiency reports.
Assets & Configuration Management
Tangible Asset Management
Track and manage physical assets such as:
- Desktops
- Laptops
- Printers
- Network devices
- IT peripherals
Software Asset Management
Maintain visibility over:
- Software licenses
- Installed applications
- Deployment locations
This helps ensure compliance and license optimization.
Asset Assignment & Returns
CALLit allows IT teams to:
- Assign assets to employees
- Record asset returns
- Maintain a complete transaction history
This ensures accurate asset ownership tracking.
Centralized Asset Movement Logs
Track the IN / OUT movement of assets across:
- Multiple IT stores
- Branch offices
- Company departments
Every movement is logged for full accountability.
Configuration Management
CALLit enables structured asset commissioning and decommissioning across environments such as:
- Data center racks
- Server rooms
- Branch offices
- Retail outlets
Change Request Management
IT teams can create change requests with multi-level approvals.
The system automatically:
- Sends notifications to approvers
- Records risk assessments
- Allows execution only after complete approval
This helps organizations maintain controlled and compliant IT changes.
Asset Dashboards
Interactive dashboards provide real-time visibility into assets by:
- Location
- Asset type
- Asset status
- Assigned users
QR Code–Based Asset Tracking
Each asset can be assigned a unique QR code with printable labels.
Users can instantly view:
- Asset details
- Ownership
- Location
- Service history
This simplifies asset audits and inventory management.