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INTELLIA

ITHELPDESK

IT support that keeps everyone working.

Incidents, requests, assets and changes for internal IT teams, aligned with ITIL practices.

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Illustrative interface of ITHELPDESK, with sample data.

What is ITHELPDESK?

ITHELPDESK is INTELLIA's IT service desk system. Employees raise incidents and service requests through a portal, email or chat; IT teams manage them with SLAs, assignment and a knowledge base; and the system tracks IT assets, software licenses and change approvals, following common ITIL practices without heavyweight complexity.

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The problem

Why teams look for it helpdesk system software

Internal IT teams often work from email, phone calls and walk-ups. Requests get lost, priorities depend on who shouts loudest, nobody knows which laptops and licenses the company owns, and changes to servers happen without approval or record.

The solution

How ITHELPDESK solves it

ITHELPDESK gives employees one place to ask for help, routes every ticket to the right technician with an SLA, keeps an inventory of hardware and software, and records changes with approvals so the IT team can show what it did and why.

Features

Why teams choose ITHELPDESK

  • Self-service portal

    Employees raise and track tickets themselves.

  • Service catalog

    Standard requests with the right form and approvals.

  • SLA management

    Response and resolution targets with escalation.

  • Asset inventory

    Hardware and licenses tracked by user.

  • Change control

    Approvals and records for every change.

  • Knowledge base

    Solutions captured and reused.

Modules

What's inside ITHELPDESK

Incidents and requests

Structured IT tickets.

  • Self-service portal and email intake
  • Service catalog with forms
  • SLAs by priority
  • Approvals for requests
Illustrative interface of ITHELPDESK, with sample data.

How it works

Who it's for and how it's deployed

Internal IT departments

From two technicians to multi-site IT teams.

Managed service providers

Supporting several client organizations.

Shared service centers

IT and facilities in one service desk.

Deployment options

  • Cloud

    Hosted by INTELLIA.

  • On-premises

    Within your network.

  • White-label

    For MSPs serving their own clients.

Implementation timeline

Indicative durations for a standard deployment; confirmed during discovery.

  1. Phase 1 · 1 week

    Catalog and SLAs

    Categories, catalog items and SLAs defined.

  2. Phase 2 · 1–2 weeks

    Assets and integrations

    Asset import and directory integration.

  3. Phase 3 · 1 week

    Launch

    Portal launch and technician training.

Integrations and security

Integrates with

  • Microsoft 365 and Entra ID
  • Google Workspace
  • Email
  • Microsoft Teams notifications
  • FMS for facilities requests
  • REST API

Security and compliance

  • Single sign-on
  • Role-based access
  • Audit trail for tickets and changes
  • Encryption in transit and at rest

Incident, request, problem, change

  • Incident: something is broken (email is down).
  • Service request: something is needed (a new laptop).
  • Problem: the underlying cause behind repeated incidents.
  • Change: a planned modification to IT systems, approved and recorded.

Keeping these separate is what makes IT workload measurable. See also our cloud and DevOps service.

FAQ

ITHELPDESK questions, answered

What is ITHELPDESK?

ITHELPDESK is INTELLIA's IT service desk system for incidents, service requests, IT assets, software licenses and change management.

Is ITHELPDESK ITIL compliant?

It follows common ITIL practices such as incident, request, problem and change management, in a lightweight form suited to small and mid-sized IT teams.

Can employees log in with their Microsoft accounts?

Yes. ITHELPDESK supports single sign-on with Microsoft Entra ID and Google Workspace.

Can it handle facilities requests too?

Yes, through integration with FMS, so employees use one portal for IT and facilities needs.

How quickly can we go live?

Most IT teams go live within three to four weeks, including catalog setup and asset import.

More people & operations products

See ITHELPDESK in action.

Book a tailored demo with a product specialist. We will show your workflows, not a generic tour.

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