Problem management
Record investigations and connect related requests so recurring issues can be considered together.
Example: investigate repeated connectivity incidents.
Service delivery with
the full context.
Connect the request to the person, the asset, and the work ahead. See how Keylello brings your IT operations together.
Request a demoExplore a workflowSEE THE CONNECTIONSIllustrative workflows · Sample data
From “I need access”
to a request IT can act on.
Give employees a clear route to company-managed software and give IT the context to review the request.
- Choose the applicationThe employee selects managed software in the access-request form.
- Review the contextIT checks the requester and software record.
- Track the outcomeKeep ownership, replies, and request progress together.
IT-104In progress
Design application access
Requested by Alex Morgan · Design
- Application
- Design workspace
- Inventory
- Company managed
- Assigned team
- IT support
INTERNAL NOTE
Explore assets & people Confirm the access requirement against the managed software record before completing the request.
The device history.
Already in the conversation.
Start with the person reporting an issue, then review their assigned hardware and related support work.
- Capture the issueThe employee describes the problem in a support request.
- Find the deviceThe technician reviews hardware linked to the employee.
- Coordinate the responseAssign the request, follow service levels, and document the resolution.
IT-108Investigating
Laptop connection issue
Requested by Alex Morgan · Design
- Assigned hardware
- Design laptop
- Asset tag
- HW-042
- Owner
- Alex Morgan
TECHNICIAN CONTEXT
Explore the service desk Review the device details and linked requests before continuing troubleshooting.
Make the plan clear.
Make the decision visible.
Give planned work a record of its own, with an implementation plan and the appropriate approval.
- Document the changeCapture the work, implementation details, and ownership.
- Request approvalA normal change goes to its named approver.
- Connect the deliveryLink related tickets or project work for operational context.
CHG-012Awaiting approval
Office network update
Infrastructure · Planned work
- Change type
- Normal
- Named approver
- IT manager
- Related project
- Office refresh
IMPLEMENTATION PLAN
Explore planned work Review the proposed update and rollback steps before the planned maintenance window.
01 / SERVICE DESKEvery request.
Every request.
A clear next step.
Bring incoming work into a shared inbox. Give technicians the requester and device context they need alongside the conversation.
- Organize work with personal and shared views, filters, and list or board layouts.
- Assign ownership, set priorities, and track response and resolution service levels.
- Keep public replies, internal notes, and activity together.
Access to the design application
RequesterAlex Morgan
Assigned teamIT support
StatusIn progress
PriorityMedium
02 / ASSETS & PEOPLEUnderstand the environment
Understand the environment
behind the request.
Connect employee profiles with hardware, managed software, and related support work. Bring discovered applications into a reviewed inventory.
- Track hardware ownership, device details, and lifecycle status.
- Review applications discovered through Google Workspace and JumpCloud.
- Add discovered applications to managed software and review employee access.
AM
Alex Morgan
Design · Active employee
- Assigned hardware
- Design laptop · In use
- Asset tag
- HW-042
- Linked request
- IT-104 · Software access
Application discovery → IT review → Managed inventory
03 / EMPLOYEE EXPERIENCEA clear place
A clear place
to ask for help.
Give employees a portal for answers, requests, and updates. Make the software your company already manages easier to find.
- Publish knowledge articles with rich text and images.
- Guide requests with service catalog forms, including application access.
- Populate application choices from managed software inventory.
- Let employees follow their requests without a technician license.
How can IT help?
Request application access
Choose from company-managed software.
Find an answer
Read setup guides and support articles.
Follow your requests
View progress and continue the conversation.
04 / PLANNED WORKResolve the issue.
Resolve the issue.
Plan what comes next.
Keep the work beyond an individual ticket connected to day-to-day service delivery.
Change management
Document implementation plans and approvals. Use named approval for normal changes, pre-approved templates for standard changes, and justification for emergencies.
Example: plan and approve a network update.
Internal IT projects
Organize delivery with tasks, owners, and dates, with links to tickets and changes.
Example: coordinate a device rollout across teams.
05 / AI ASSISTANCELess time catching up.
Less time catching up.
More context for the reply.
Use AI assistance to summarize ticket context and prepare reply drafts. Technicians remain responsible for reviewing and sending the response.
- Summarize the conversation before taking over a request.
- Prepare a draft and edit it in the reply workflow.
- Company administrators control whether AI assistance is enabled.
Ticket summary
The requester needs access to a design application for a new project. IT is reviewing the managed software record and access requirement.
Review context → Prepare a draft → Technician reviews and sends
06 / REPORTINGBring service activity
Bring service activity
into the review.
Use reporting and downloadable exports to review service activity and share findings with your team. Connect the reporting conversation to the requests and work behind it.
Bring your reporting questions to the demo. We’ll show the available views and exports against the decisions your team needs to make.
See your workflows in Keylello.
Walk through request handling, asset context, and planned work with our team.