SGS – Service Desk

Help desk & service desk made simple

SGS is a complete web platform to manage requests, incidents and service calls across your whole company. Your teams resolve issues faster, managers see everything in real time, and users always know the status of their request.

100% web, nothing to installSLA & TMA controlWorkflows & approvalsWorks with your database

Full Incident Management

One place for every request

SGS brings help desk, service desk and call center work together in one tool. It organizes and tracks every request, records each service order, and helps your teams get the most out of their time.

100% web: agents and users only need a browser
Training is fast, thanks to a clear and user-friendly interface
Fully configurable SLAs, solution groups and agents per group
Works for every department, not only IT: facilities, HR, finance and more
Workflows route tickets through different areas and approvers until they are closed

How It Works

The life of a ticket, from start to finish

Every request follows a clear, traceable path. Users are notified by email at each change and can reply without losing the link to the original ticket.

Open a ticket

Users open a request on the web portal or by email, and get a reference number straight away.

Route automatically

The ticket is categorized and sent to the right group by department, cost center or problem type.

Resolve with SLA

Agents work the priority queue, use the knowledge base and request approvals when needed.

Close & rate

The agent marks it solved, the user confirms the closure and rates the service.

Features

Everything your service team needs

Powerful tools to streamline, organize and measure your service, in every area of the company.

Real-time alerts

Instant notifications for every new request or change to a ticket.

SLA & TMA control

Create several SLAs and track average handling time against them.

Approval workflows

Multi-step workflows with electronic signature for approvals.

Smart segmentation

Split tickets by group, department, cost center or problem type.

Knowledge base

Reuse proven solutions to reduce rework and solve tickets faster.

Self-service

Users find answers on their own before they even open a ticket.

Automatic categorization

Requests are classified automatically, so nothing waits in the wrong queue.

Priority queues

Manage the queue by criticality so urgent issues come first.

Problem ranking

See which problems repeat most and fix their root cause.

Equipment insights

Find the devices and assets that generate the most incidents.

Custom reports

Build, customize and export the reports your managers need.

Multi-company

Serve several units or companies from one central system.

Flexible Technology

Fits your existing infrastructure

SGS runs on a dedicated server and works with the database you already use. Because it is 100% web, there is nothing to install on agent or user computers, and built-in e-learning gets new people up to speed quickly.

Compatible With

SQL ServerOracleMySQLMicrosoft AccessDedicated server100% web interfaceEmail integrationE-learning includedReal-time satisfaction surveys

Our Guarantee

Peace of mind for your company

Technical & legal guarantee

A solid contract that protects your company and your data.

Expert support, 24/7

Our technical team is available around the clock when you need help.

Confidential by design

Your information is stored with absolute confidentiality and security.

Assisted deployment

We install, configure and train your team so you are productive from day one.

See SGS in action

Book a free consultation and we will show you a live demo, tailored to how your team works.