Layton ServiceDesk™ is a powerful web-based help desk system designed so you can deliver exceptional support and services to your end users or customers.

Layton ITIL Service Desk software offers integrated Request Management, Asset Management, Knowledge Base, Service Level Agreements features and so much more! You can customize the whole application to suit your corporate look and feel.

All modules are included as standard so there are no additional costly add-ons required as everything is included for one surprisingly low price! No other help desk solution can offer the customizability, flexibility and features that Layton Service Desk does for such great value.

Layton Service Desk software is so configurable it can be whatever you want it to be – right out of the box!

Layton Service Desk can be configured to meet any of your help desk needs, whether you are supporting internal users, external customers or providing a product or service, Layton Service Desk can do it all. You can customize the whole application to suit your corporate image.

Run your entire IT with a feature rich ITIL web based service desk Manage multiple customers in a single integrated help desk system Deliver superior support and services through a web-based help desk system

Help Desk Software Features

The following features are a few highlights and just a start of what you can expect to see in Layton Service Desk. We are working hard to bring you the best a help desk can offer. We are really excited about our all new web based help desk software. No other help desk solution can offer the customizability, flexibility and features Layton Service Desk provides at a surprisingly low cost.

Intutive 100% Web-Based Interface
Layton Service Desk features an easy to use, graphical interface, designed to be highly intuitive, requiring fewer clicks to navigate and perform common tasks. A tabbed menu maximizes screen space whilst giving you immediate access to the most used controls. Menus items have been reorganized and grouped into a much more logical workflow. All-in-all, Layton Service Desk is a joy to use; it is fast, responsive and easier to use.

Reliability & Performance
Performance and reliability are unparalleled throughout the whole application. Layton Service Desk has been developed from the ground up and written in the latest ASP.NET and utilizing AJAX for a rich user experience.

Fort Knox Security
Layton Service Desk is a web-based help desk solution so online security is paramount. For complete peace of mind Layton Service Desk has many security measures to ensure your data remains safe and secure.

Layton ServiceDesk Includes New ITIL Features
Dedicated Problem and Change Management functions are included as part of Layton Service Desk. With the addition of these functions Layton Service Desk software will be a complete ITIL help desk solution. As with most forms in Layton Service Desk you have the luxury to be able modify the layout of the Problem and Change forms and add any number of user defined fields as required. CAB (Change Approval Board) groups with optional dependencies make managing changes a painless and secure operation.

		Problem management in Layton Service Desk reduces adverse impacts caused by incidents and avoids the recurrence of problems related to the incidents. Problem features also help in managing multiple incidents revolving around a single problem easily.
		Change Management in Layton Service Desk implements changes in a controlled and structured process. Change management process goes through a complete approval workflow depending on the type of change.

Both Problem and Change can either be enabled or disabled within Layton Service Desk. Additional features offers flexibility how you wish to implement and use Change and Problem management.

End User Portal
End Users or customers can access Layton Service Desk directly (if allowed) to log and track their own calls or requests. They can also add updates or comments and emails can be triggered to notify Analysts or End Users of updates. They can also attempt to resolve issues themselves using the Self Service option, if enabled. The End User interface is specific to End Users and can be designed to be as simple as required.

Asset Management
Manage your IT and Non-IT assets. See all requests, problems and changes logged against the asset with just a click. The Asset Management Module is accessible through AuditWizard software.

Email and Active Directory Integration
Email integrates seamlessly with your exchange server with unmatched reliability and ease of use. Integrate with Exchange 2003, 2008 and even 2010 utilizing POP3 and SMTP. Schedule automatic synchronizations to your LDAP servers. Automatic login and single sign on. Multiple exchange and LDAP servers are also supported!

Fully Customizable Drag and Drop Form Design
Layton Service Desk is the most customizable Help Desk software available today. With simple and easy methods of moving fields around, adding new fields, selecting color pickers, browsing and uploading images, you can design forms to suit your exact needs. You can restyle the whole application or simply use the standard design right out of the box.

Re-branding Fully Supported
Layton Service Desk can be completely re-branded to suit your corporate image look and feel. All forms can be tailored to meet your needs, terms and phrases changed. Add/remove fields, restructure the layout, rename the labels, and add logos for a personalized professional look and feel. The possibilities are limited only by your imagination.

Recurring Tasks
Layton Service Desk recurring tasks feature enables scheduling of recurring tasks which will be automatically created and assigned at the specified intervals. This is a very useful feature for routine maintenance tasks. You can also apply business work flow process and dependencies based on completion of specific tasks.

Solution Base with Self Service The Solution base enables you to categorize your knowledge base into a logical tree order for easier viewing and faster resolutions of issues or problems. Solutions are linked to Request Types or the issue/problem type so they can be easily searched and full fuzzy string searching is supported.

Self Service
Increase customer satisfaction and lower you support costs when end users submit service requests by efficiently finding their own answers over the web. You can stop losing productivity on repetitive queries and enable users to serve themselves and take the strain off your help desk staff. Allow your customers or end users to report and track their requests from within the Layton Service Desk end user portal. End users can diagnose incidents themselves using the integrated knowledge base.

Graphical Dashboard
A graphical dashboard with graphs and charts enables you to see at glance all your key Service Desk data. Choose any key statistic or graphical chart and click to drill down and view the supporting data or detailed information. Quick links and short cuts take you to your most important data with a single click.

Powerful Reporting & Analysis
Layton Service Desk software includes brand new reporting and analyst with graphs and charts. Customize reports, schedule reports and much more! Powerful, impressive reporting for total visibility and accountability using a wide range of reporting options - over 100 canned reports included in a simple to use report builder interface.

• Easy to use report builder
• Fully customizable reports
• Design the screen layout and individual PDF reports
• Export to PDF, XLS and CSV
• Automatic scheduling and emailing of reports
• Graphs show trends and much more!

Smart Filters
Smart filters are used throughout the application on nearly all grid views so you can quickly filter and sort your data with just a click. Drag and drop columns in any order or even add and remove columns as you need.

Costing Module
Layton Service Desk costing module provides you with the ability to manually add charges related to the requests, problems and changes. You will be able to add multiple labour and item charges to a single transaction.

WYSIWYG Editors
Make your comments pop with new WYSIWYG Editors for all forms. You can choose to enable or disable the WYSIWYG editor as required. Add video clips, screen shots even snippets of code are all fully supported.

Service Level Agreements with BusinService Level Agreements with Business Rules
Meet your customers' expectations and achieve higher levels of customer satisfaction by providing quality and timely services using Service Level Agreements with the addition of powerful business rules. Layton Service Desk uses intelligent business logic to determine which technician to assign a ticket to. Using a combination of location, skill set, work schedule and work load balancing, you will always get the right help desk ticket to the right technician to get the job done.

Manage multiple service contracts and related support plans to service your customers on time and bill accordingly.

Multi Tenancy Supported
Layton Service Desk allows for a simple and flexible way to manage your departments, business units, customer groups and products.

Calendar and Scheduling
The Calendar facility provides the ability to view individual Analyst activities such as scheduled tasks, call back reminders and appointments in daily, weekly or monthly views. The Analyst Availability Calendar shows the availability of all Analysts in teh same time views and identifying holidays, sickness, days on site, etc.

Multi-Browser Support
You can use Layton Service Desk software and all the administration features such as drag and drop using any of the major browsers.