Unduit ITSM
IT Support, Simplified
IT support breaks when requests are scattered, visibility is low, and teams manage chaos. Unduit ITSM brings everything into one system, with tickets, communication, SLAs, and device context in one place.
Trusted by Global IT Teams
Business Impact
2x Faster support
Less chasing updates, full visibility, fewer tickets.
Better control
Fewer overdue tickets, consistent CSAT tracking.
Up to 40% higher productivity
Faster resolution, fewer missed SLAs, better context.
Stronger operations
Fewer repeats, faster issue resolution across teams.
Core Capabilities
Unduit ITSM is built across following capability areas, each designed to remove friction for both employees and IT teams.
Resolve Now Portal
- Employees submit tickets directly through the Resolve Now app
- A guided form captures issue type, priority, and description under 2 minutes
External Portal
- No login needed
- Employees use a secure shared link to submit tickets
- Access is limited to approved company email domains
- Submissions stay internal
Email Ingestion
- Connect your support inbox
- Every email becomes a ticket
- AI assigns the type and captures the thread
- Replies go straight to the inbox
- No login needed
Unified Agent Queue
Agents work across 5 tabs:
- All fields: editable in one click
- Communication: full thread, synced with email
- Internal Notes: private logs and handoffs
- Attachments: all files in one place
- History: complete action log
AI-Powered Triage
- Tickets are triaged automatically
- AI reads each ticket and sets issue type, priority, and ownership
- Agents open a queue that is already sorted and ready
- Each ticket includes a clear summary and next steps. Context in seconds
Real-Time SLA Tracking
- Every ticket runs on a live SLA timer.
- Overdue response and resolution surfaced instantly.
- Clear SLA bars show time remaining at a glance.
- Policies adjust by priority.
- Tracking is automatic.
CSAT — Built In
- Employees rate tickets on resolution
- Feedback is captured in the same ticket
- Rating, resolution status, and date are recorded
- No surveys. No follow up
Team Management & Escalation
- Structure teams for routing, reporting, and escalation
- Critical tickets auto escalate when thresholds are missed
- Control access by role. Admin, Manager, Agent, Viewer
Knowledge Base
- Reduce repeat tickets with self service
- Create content. Control access. Share anywhere
- Track usage, impact, and gaps
Resolve Now Portal
- Employees submit tickets directly through the Resolve Now app
- A guided form captures issue type, priority, and description under 2 minutes
External Portal
- No login needed
- Employees use a secure shared link to submit tickets
- Access is limited to approved company email domains
- Submissions stay internal
Email Ingestion
- Connect your support inbox
- Every email becomes a ticket
- AI assigns the type and captures the thread
- Replies go straight to the inbox
- No login needed
Unified Agent Queue
Agents work across 5 tabs:
- All fields: editable in one click
- Communication: full thread, synced with email
- Internal Notes: private logs and handoffs
- Attachments: all files in one place
- History: complete action log
AI-Powered Triage
- Tickets are triaged automatically
- AI reads each ticket and sets issue type, priority, and ownership
- Agents open a queue that is already sorted and ready
- Each ticket includes a clear summary and next steps. Context in seconds
Real-Time SLA Tracking
- Every ticket runs on a live SLA timer.
- Overdue response and resolution surfaced instantly.
- Clear SLA bars show time remaining at a glance.
- Policies adjust by priority.
- Tracking is automatic.
CSAT — Built In
- Employees rate tickets on resolution
- Feedback is captured in the same ticket
- Rating, resolution status, and date are recorded
- No surveys. No follow up
Team Management & Escalation
- Structure teams for routing, reporting, and escalation
- Critical tickets auto escalate when thresholds are missed
- Control access by role. Admin, Manager, Agent, Viewer
Knowledge Base
- Reduce repeat tickets with self service
- Create content. Control access. Share anywhere
- Track usage, impact, and gaps
Inside Unduit ITSM
Unduit ITSM brings structure to IT support, connecting tickets to asset and device context with no switching or lost context.Every request is tracked, prioritized, and visible.
Two connected surfaces power the system:
Resolve Now
Employee portal to report issues, request services, track tickets, and communicate.
Resolve IT
Agent workspace to receive, prioritise, assign, and resolve tickets in one queue.
How It Works
Submit
Employee submits via portal, link, or email.
Auto Create
Ticket is created instantly. AI sets type, priority, owner, and summary. Queue is ready.
Resolve
Agent works with full context, live SLA, email thread, and notes. One view. No switching.
Close & Capture
Employee is notified and CSAT is triggered.
Enterprise-Ready Integration
Connect with your tools. No delays. No disruption.
Connect your Google Workspace support inbox
Connect your Outlook or shared mailbox
Shareable link with email domain restrictions, no integration required
Device and ownership data on every ticket
Enterprise ITSM
Without the Overhead
All core service management built in for faster resolution
and complete visibility and control
Trusted by IT Teams Globally
Frequently Asked Questions
Everything you need to know about our ITSM solution
What is IT Service Management (ITSM) and how does it benefit my business?
IT Service Management (ITSM) is a framework that aligns IT services with your business needs. It optimizes IT support by streamlining processes like ticketing systems, SLA tracking, and asset management. Unduit’s ITSM solutions empower businesses with efficient, automated ticket resolution and centralized device management, improving productivity and ensuring compliance with industry standards like GDPR and SOC 2.
How does Unduit’s ticketing system enhance IT support efficiency?
Our advanced ticketing system is designed to streamline the way IT support requests are managed. With real-time tracking and AI-powered categorization, tickets are assigned quickly and accurately. This results in faster resolution times, improved customer satisfaction, and simplified reporting for better decision-making. The system also integrates seamlessly with IT asset insights, enhancing overall efficiency.
What role does SLA tracking play in IT service management?
SLA (Service Level Agreement) tracking ensures your IT services meet agreed-upon standards. Unduit’s ITSM platform provides real-time SLA monitoring, allowing businesses to track performance and respond proactively. By aligning IT support with business expectations, SLA tracking helps maintain consistency, accountability, and client satisfaction while minimizing downtime.
Can AI-powered ticket assignment improve IT support resolution?
Yes! Unduit’s AI-powered ticket assignment optimizes ticket routing by analyzing request data and automatically categorizing issues. This ensures that the right IT professional handles each issue promptly. By using AI to speed up assignment and improve resolution accuracy, businesses can reduce response times, enhance customer experiences, and ensure operational continuity.
How does Unduit's asset management platform support compliance?
Our Asset management platform helps businesses stay compliant with industry regulations like GDPR, HIPAA, and PCI DSS by providing real-time insights into device histories and maintaining secure records. This centralized system tracks all assets, ensuring that your business meets audit requirements while simplifying device lifecycle management and security patch deployment.
What is the importance of real-time tracking in IT asset management?
Real-time tracking is crucial for effective IT asset management. With Unduit’s platform, businesses can monitor device performance, ensure optimal use, and identify issues before they affect operations. Real-time insights into your IT assets help prevent disruptions, reduce downtime, and keep your system secure by ensuring compliance with cybersecurity standards.
How does centralized device management improve IT efficiency?
Centralized device management allows businesses to control and monitor all devices from one platform. Unduit’s solution simplifies IT operations by streamlining asset tracking, software updates, and cybersecurity patches across all devices. This approach enhances efficiency, reduces risk, and ensures your business adheres to compliance standards like SOC 2 and HIPAA.
What is the benefit of decentralized IT management for businesses?
Decentralized IT management offers flexibility for businesses with distributed teams or multiple locations. With Unduit’s decentralized IT management platform, each team can manage their IT needs independently, while still adhering to corporate policies and compliance standards. This model promotes agility, reduces overhead, and allows businesses to scale more effectively.
How does Unduit’s service level agreement (SLA) monitoring reduce downtime?
SLA monitoring ensures that your IT services are always operating within the agreed-upon standards. By setting clear expectations and tracking performance, businesses can avoid downtime and resolve issues before they escalate. This proactive approach to IT support increases uptime, improves service quality, and boosts overall productivity.
How does Unduit enhance cybersecurity through its ITSM platform?
We enhance cybersecurity by integrating real-time patch management and compliance checks into our ITSM platform. This allows businesses to keep their systems secure by promptly applying cybersecurity patches and monitoring compliance with industry standards like PCI DSS and GDPR. The platform also offers end-to-end IT support, ensuring that every aspect of your IT infrastructure is protected.
What are the security measures involved in Unduit's device lifecycle management?
From secure device procurement to data erasure at disposal, we ensure that sensitive information is protected. Our secure data destruction services meet industry standards, including NIST and DoD certifications, ensuring that all data is fully wiped from devices. This prevents any risk of data breaches or compliance issues when decommissioning devices.
How does Unduit support businesses with global device lifecycle management?
Unduit’s platform supports businesses globally, offering device lifecycle management services that are scalable and tailored to meet the needs of international teams. With over 100 countries covered, we provide a unified system for managing IT assets, whether for procurement, upgrades, or secure disposal.
What makes Unduit’s device lifecycle management platform different from others?
Device lifecycle management platform stands out due to its comprehensive, integrated approach. We combine procurement, maintenance, upgrades, and secure disposal in one platform, streamlining the entire lifecycle. Our automation tools enhance efficiency by reducing manual errors and speeding up processes, while real-time monitoring ensures optimal asset performance.
