IT Support, Simplified
IT support breaks when requests are scattered, visibility is missing, and teams are forced to manage chaos.Unduit ITSM brings everything into one system. Tickets, communication, SLAs, and device context all in one place.
The Problem With
How IT Support Works Today
Scattered Requests
Requests come from everywhere and nothing is tracked properly
No Employee Visibility
Employees have no visibility and keep following up
Missing Manager Insight
Managers lack insight into workload and SLA health
Constant Tool Switching
IT teams switch between tools just to get context
One Platform. Two Connected Surfaces
Unduit ITSM has two connected apps that work as one. Every request flows into a single queue in Resolve IT.
Resolve Now (Employee Portal)
- Employees submit requests easily
- Takes under 2 minutes to raise a request
- Track status and updates in real time
- No login needed via shared link
- Submit requests via email
- View all tickets from one dashboard
- See average resolution time
Resolve IT (Agent Platform)
- IT team manages all tickets in one place
- All requests flow into one unified queue
- Work in list or board view
- Full ticket details with history and notes
- Reply from tickets, updates go to email
- See SLA status and performance instantly
- Control access with clear roles
Core Capabilities
Unduit ITSM is built across eight capability areas, each designed to remove friction for both employees and IT teams.
Self-Service
Employees submit and track requests easily with full visibility
Unified Ticketing
Every ticket carries context, priority, and communication
AI Automation
Triage, tagging, and routing handled automatically
Real-Time SLA Tracking
Live response and resolution visibility
One Queue
All channels feed into a single system
Access Control and Audi
Structured permissions with full activity tracking
How It Works
1
Employee submits a request
2
Ticket is created
and routed automatically
3
IT team resolves from one
unified queue
4
Employee receives updates in real time
Business Impact
Faster resolution
Less time managing tickets, more time fixing issues
Full visibility
Managers see workload and SLA health instantly
Reduced manual work
Automation removes repetitive tasks
Better experience
Employees know what is happening at all times
Scalable support
System works as teams and requests grow
What Makes
Unduit ITSM Different
- Email becomes structured and trackable in Resolve IT
- Employees can submit without friction through the External Portal
- SLA issues surface before escalation in the Resolve IT dashboard
- Device context is available inside every ticket in Resolve IT
- Everything runs in one connected system with Resolve Now, the External Portal, and email feeding into Resolve IT
Frequently Asked Questions
Everything you need to know about our redeploy or recycle services.
What is the difference between Resolve Now and Resolve IT?
Resolve Now is the employee portal for submitting and tracking requests. Resolve IT is the agent platform where IT teams manage and resolve all tickets. Together they form one connected support system
Do employees need a login to submit tickets?
No. Employees can use the External Portal without login or submit requests via email. Access is restricted to approved company domains
How does AI improve ticket management?
AI automatically categorises, tags, and routes tickets. It also suggests actions, reducing manual triage and speeding up resolution
What SLA tracking is available?
Every ticket includes a live SLA countdown for response and resolution. Managers can view real time SLA health, overdue items, and performance metrics
What is the difference between internal notes and communication messages?
Communication messages are shared with the employee. Internal notes are private to agents and used for internal context and collaboration
How does role based access work?
Predefined roles control access to tickets and actions. Custom roles can be created for different team structures with instant updates
What does the ticket history include?
A complete audit log of all actions including status changes, assignments, messages, SLA events, and timestamps for accountability
How does ITSM connect with the rest of Unduit?
ITSM is built into the same platform as ITAM and device lifecycle tools. Agents can view device history and status directly within tickets
Can ITSM support multiple companies or departments?
Yes. Tickets can be routed based on company or department with structured queues, roles, and configurations
What happens when an employee sends an email request?
The email automatically becomes a ticket in Resolve IT. The full conversation is captured and replies sync back to the employee’s inbox
