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.
- 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.