Product · ITSM

IT Service Management

Replace Slack DMs and email threads with a service catalog employees actually use, then fulfill requests from dashboards, queues, and AI-backed feedback analysis.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Sophie Park keeps pinging IT for Figma licenses, monitors, and VPN access. Maya wants one catalog where engineers self-serve, and one queue where her team can see SLA risk before tickets age out.

Before you begin

  • ITSM license enabled for your organization
  • At least one IT team configured in My Organization

Overview

ITSM in WorkVerge is your internal service desk: a catalog of repeatable offerings (software access, hardware, VPN, policy attestations), custom forms that capture the right details upfront, and queues where IT triages and fulfills work. Employees submit from the Employee Portal; admins work from ITSM → Dashboard, Team Requests, or the org-wide Service Requests view.

For example

At WorkVerge, Sophie opens the portal and requests a Figma license under Software Access. Maya's team sees the ticket in Team Requests with priority and SLA timers, no hunting through Slack.

How it works

  1. Maya builds the catalog. Categories, services, and forms in ITSM → Services
  2. Sophie submits. Employee Portal → Services; each submission becomes a service ticket
  3. IT fulfills. Team Requests for day-to-day work; Service Requests for org-wide visibility
  4. Optional campaigns. Deployments push a service to an audience (e.g. annual VPN attestation)
  5. Learn from feedback. Form Responses and Sentiment Analysis on open-ended answers
  6. Resolve faster with AI. Knowledge Base runbooks and Ticket Assistant on live tickets (Growth+)

Admins vs employees

Maya and her team use the main app (ITSM in the sidebar). Sophie uses the Employee Portal, same SSO, different experience focused on self-service.

Service tickets & Ticket Assistant

Every catalog submission becomes a service ticket in Team Requests or Service Requests. Carlos triages from the ticket detail drawer: assignee, priority, status, and comments on the Activity tab.

On Growth plans and above, the same Activity tab includes WorkVie Ticket Assistant. Carlos opens it to summarize Sophie's request, search runbooks in the Knowledge Base, and draft a reply before posting. Ticket Assistant is ticket-scoped; it is not the same as the global WorkVie dock on other ITSM pages.

For example

Sophie's VPN ticket is In Progress. Carlos clicks Ticket Assistant on the Activity tab → Find related runbooks → WorkVie cites vpn-troubleshooting.md → Carlos posts the suggestion as a WorkVie comment or edits and sends as himself.

Where to read more

Service Tickets covers lifecycle, triage steps, and SLAs. Ticket Assistant covers quick prompts by status, posting options, and plan requirements. Upload runbooks first in Manage Collections.

In this section

Start here

New to ITSM? Work through these in order:

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