AI-powered IT ticketing, built for connected operations.
Help employees describe issues clearly, give technicians evidence-backed guidance, track the effort behind every resolution, and connect each ticket to the assets, services, people, and knowledge that explain what is really happening.
Run internal IT support from request through resolution.
Service Operations connects the employee request, technician work, SLA commitment, affected asset, vendor context, and final knowledge article inside one operational workflow.
Capabilities
Connected with
Employee reports laptop issue
Better requests in.
Faster, evidence-backed resolutions out.
Before submission, AI can improve the title and description, suggest a category, identify missing details, and surface an authorized knowledge answer that may solve the issue without creating another ticket.
After submission, Ticket Copilot reviews the SLA, activity timeline, requester and asset history, similar resolved tickets, and knowledge articles. It proposes likely causes, troubleshooting steps, replies, resolution notes, and classification changes for a technician to review before anything is applied.
Expired device certificate is preventing VPN authentication.
High-confidence pattern based on the asset timeline and two similar resolved incidents.
Confirm the device certificate expiry and reissue it before resetting the VPN profile.
Requester reply and resolution notes are ready for technician review.
Run the ticket and measure the work.
Keep operational context, technician effort, and queue decisions inside the same service record from assignment through resolution.
Connected Ticket Context
See what is affected and take action without reconstructing context across separate systems.
- Requester, asset, warranty, and vendor history
- Linked licenses, components, and consumables
- Service-map and downstream impact visibility
- Attachments, watchers, notes, and audit history
Time Tracking Built In
Capture confirmed support effort while technicians work, without moving to a separate timesheet tool.
- Start and stop a live timer from the ticket
- Add manual time ranges with technician notes
- See totals grouped by each contributor
- Report effort by technician, category, and company
Queues & Reporting
Shape the queue for each role, update work in bulk, and turn ticket outcomes into operational evidence.
- Save filtered views for recurring reviews
- Switch between table, board, and grid modes
- Bulk assign, update status, archive, and export
- Analyze backlog, SLA, effort, recurrence, and assets
Turn queue activity into operational evidence.
Technicians get practical work views and bulk controls. Managers get structured resolution data and reports that reveal capacity, SLA risk, recurring incidents, and the assets generating the most support demand.
Shape the queue
Save filtered views, then work in table, board, or grid mode based on the job at hand.
- Saved role-based views
- Priority and SLA filters
- Persistent work modes
Act in bulk
Move routine queue administration quickly while preserving a traceable ticket history.
- Assign technicians
- Update ticket status
- Archive and CSV export
Improve the service
Use resolution and effort data to find the work that deserves a systemic fix.
- Backlog and SLA compliance
- Effort and technician performance
- Root cause and repeat incidents
See beyond the affected device.
Link a ticket to the affected service or configuration item and reveal which downstream systems may also be impacted. Technicians can prioritize with service context, not only the requester's description.
Explore service mappingReal-World Scenarios in Action
See how context-aware ticketing changes how your service desk operates.
Laptop Performance Issue
Stack-Ops Shows:
- Assigned laptop & components (RAM/SSD)
- Warranty status & vendor AMC coverage
- Previous tickets for this asset
- Copilot evidence and likely-cause analysis
- Source-backed troubleshooting plan
- Technician effort captured on the ticket
New Software Request
Stack-Ops Shows:
- Available licenses & unused seats
- Manager approval flow status
- Department cost & budget allocation
- Subscription renewal date
- Assigned license history tracking
Employee Offboarding
Stack-Ops Creates Task Case:
- Collect assigned laptop & accessories
- Revoke all software licenses
- Disable VPN & system access
- Notify finance department
- Close only when all assets & access are cleared
How can IT help you today?
Troubleshooting GlobalProtect VPN Connection issues
Follow this guide to clear your VPN cache and reset your token.
Searchable Knowledge Base & Article Feedback
Stack-Ops gives employees a searchable knowledge base and helps agents surface relevant articles from ticket context. Resolved tickets can become reusable articles instead of one-off answers.
- User and admin knowledge views with article categories.
- Suggested articles from ticket search and ticket creation context.
- Complete cycle: turn resolved tickets directly into reusable knowledge articles.
- Feedback loop: employees rate articles so IT can see what needs improvement.
Task Cases & Work Queue: Move Beyond Ad-Hoc Requests
A password reset is a ticket. Onboarding, offboarding, and audit work are Task Cases. Stack-Ops turns repeatable procedures into assigned task items with blockers, approvals, evidence, and overdue visibility.
Standard Operating Procedures
Turn manual checklists into trackable digital workflows for onboarding, offboarding, asset checks, or compliance follow-up.
Approval Guardrails
Record approvals, decisions, skipped steps, and evidence so sensitive work has a traceable operating record.
Work Queue Prioritization
Bring open tickets and overdue tasks into one operational queue so technicians can see what needs attention first.
Engineer Onboarding: Sarah Jenkins
Bring Harmony and Integration to IT Operations
Free senior IT staff from repetitive queue management. Stack-Ops keeps ownership, status, SLA state, and follow-up tasks visible so admins can focus on the work that actually needs them.
Clarify Ownership
Clear assignment, watchers, saved views, and board states help teams understand who owns the next action.
Measure Real Effort
Live timers and manual entries show which technicians, companies, and ticket categories consume support capacity.
Improve Resolution Data
Capture the resolution summary, root cause, fix type, and downtime impact so recurring issues become visible.
Resolve with Evidence
Copilot brings authorized history, SLA state, similar cases, and knowledge into a reviewable troubleshooting path.
Resolve with context. Prove the outcome.
Bring AI assistance, technician effort, service impact, knowledge, and recurring work into one connected support operation.
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