From Help Desk to Development
When incidents can't be resolved at the help desk, we make it simple to seamlessly hand them off to development with full, real-time visibility into resolution status.
Root cause management
Keep your service desk productive with root cause management. When a root cause is discovered, you can quickly link the cause to related incidents.
Visibility into incidents
You get rich graphical reports that give you visibility and maintain control of incident status, resolution, and trends--ensuring your meet your SLAs.
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Incident, Escalation and Help Desk Software
Serena Incident and Escalation Management helps development and support teams automate the capture, routing, collaboration, escalation, and resolution of incidents that are sitting with the help desk. Our open archictecture means you can automatically post incidents to any issue defect management system. And, you get full traceability and visibility throughout the entire incident lifecycle. The help desk solution come complete with rich reporting capabilities, so you can spend less time updating your management.