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IT Help Desk with ConSol CM: Ready to Use, Flexible & ITIL-Compliant
With Our Help Your Support Hits the Spot
No more complicated manual ticketing! With our help desk solution your employees benefit from automatic ticket generation using forms and mail integration – if desired also with AI assistance. Thanks to the integrated knowledge base and documentation, your team can simply fall back on tools when handling recurring problems and questions, and provide your customers with the best possible support.
More Flow thanks to Self Service Features
Uncertainty about the process status costs your employees valuable time? With our service portal, everybody involved knows where the case is at all times. And if required you can provide additional information. Automation tools make it easier for your teams to find solutions quickly and precisely. The CM workflow engine takes care of routine tasks in the background, so your staff can concentrate on more important things.
IT Help Desk is More Than Just Incident Handling
In addition to processing incident tickets, IT orders, changes and simple and complex IT projects also have to be managed and implemented. CM/Helpdesk adjusts to your requirements and has all the functionalities that make your life easier. Thanks to workflow management, you can easily trace the various tasks and their progress with a high level of transparency.
Because Data Say More than a Thousand Words
Fewer disruptions mean less need for support and happier customers. Our self-service BI solution lets you create dashboards and reports with just a few clicks. That puts your team in a position to easily assess cases using clear and transparent data. The business intelligence tool connects ticket, employee and asset data so that you can quickly get to the bottom of the reasons for disturbances and remedy them fast.
IT Help Desk Software ConSol CM: References
Here you will find references and experiences with the IT help desk and support software ConSol CM from various industries.
Your Added Value for Efficient Case Processing
Still have Questions? FAQs: Quick Answers on ConSol CM Helpdesk
Looking for an ITIL-compliant helpdesk solution? Can ConSol CM deliver?
Yes, ConSol CM Helpdesk brings many ITIL best practices together in one system. It supports key processes like Request and Incident Management, Change Management, and Problem Management. A built-in CMDB lets you manage hardware, software, and other infrastructure components with ease.
Can we manage a CMDB within your helpdesk solution?
Absolutely. ConSol CM Helpdesk allows you to manage and track hardware and software assets, network components, contracts, and SLAs. All of these elements can be linked to each other—and to requests, incidents, or changes—for complete traceability.
Does ConSol CM include an integrated inventory solution for regular updates to our asset data?
ConSol CM Helpdesk doesn’t include its own inventory scanning solution by default, but we offer a standard interface to easily integrate with third-party tools like the baramundi Management Suite. This allows you to sync inventory data and even trigger software jobs directly from within a helpdesk ticket. We’ve also integrated other systems for our customers, such as SCCM, Snow License Manager, OCS Inventory, MDM, and Empirum.
We want to use a customer portal to structure and streamline incoming helpdesk requests. Do you offer something like that?
Yes! With ConSol CM Track, we offer a dedicated portal that allows both internal and external users to submit tickets in a structured way, track their progress, and access solution templates or FAQs—helping you improve transparency and response times.
Our helpdesk has a 1st- and 2nd-level support team, plus several expert groups. Can tickets be routed between them?
Definitely. CM Helpdesk supports both manual and automated ticket routing between teams or individual agents. Every handover and change is automatically logged, so your ticket history stays fully transparent. Alternatively, you can create subtasks and assign them to other teams as needed.
