The professional help desk solution

Employee satisfaction and IT costs are influenced in equal measure by the quality of support. Spider Incident is an efficient solution that allows problems to be solved directly, structured workflows and often automated due to its close integration with other Columbus modules.

Incident optimizes service management by defining workflows and assuring problem processing. You benefit from:

  • Shorter response times
  • More efficient Helpdesk operations
  • Increased end-user satisfaction
  • Improved information flow
  • Service-Level-Agreements compliance
  • Automatic escalation based on performance or timeframe

Our strengths

  • All data can be instantaneously found, filtered and sorted thanks to integrated Lucene search engine
  • A sophisticated permission system allows fine-grained granting of privileges for users and roles
  • Full HTML email and rich text support allows a quick learning curve and high productivity
  • Optimal transparency thanks to quick-view function and various display options for open or closed tickets
  • The powerful reporting engine includes over 30 different reports with graphical analysis options