Modern ITSM Ticketing
Manage incidents, service requests and changes in one shared, unified workspace with custom field layouts and priority queues.
10n20 ITSM · FULL CAPABILITY CATALOG
Everything your IT team needs.
Modern service management for incidents, service requests, change approvals and automated SLA enforcement — designed for speed, visibility and zero downtime.
Live Request Tracking
Employees and department heads see tickets move from received to in-progress to resolved with real-time status updates.
SLA Management & Alerts
Enforce response and resolution SLAs with automatic warnings, countdown timers, and escalation triggers before breaches occur.
Automatic Smart Routing
Send tickets instantly to the correct specialist workgroup using category, location, asset type, and severity rules.
Workgroups & Queues
Organize analysts into tier-based teams with dedicated group inboxes, round-robin assignments, and workload balancing.
Knowledge Base & SOPs
Turn resolved tickets into searchable troubleshooting guides to empower user self-service and train new IT analysts.
Multi-Level Approval Workflows
Capture manager and security sign-offs for hardware procurement, VPN access, and server change requests.
Analytics & Team Metrics
Visualize ticket volume trends, average resolution times, recurring incident hot spots, and individual agent performance.
Custom Reports & Scheduled Export
Export ticket histories, SLA compliance statistics, asset inventories, and workload reports in CSV or formatted PDF.
Role-Based Access Control (RBAC)
Strict role isolation for System Admins, Tier 1 Agents, QA Leads, Department Managers, and standard Requesters.
Smart Search & Saved Views
Instant full-text search across past tickets, notes, requesters, and assets, with custom filtered queues for daily tasks.
Tamper-Evident Audit History
Full immutable audit trail recording every state transition, field change, assignment update, and escalation timestamp.
Internal Notes & Attachments
Store private technician notes, server log snippets, diagnostic screenshots, and file attachments securely with each ticket.
Experience 10n20 ITSM in Action
Ready to deploy a modern service desk?
Schedule an interactive demo tailored to your organization's IT structure, SLAs, and workflows.