A complete ticket management solution for IT organizations of anysize. IT teams need help to prioritize, track, manage and solvechallenges while improving user productivity. KACE® ServiceDesk provides self-service capabilities that empower end users to troubleshooton their own, use a knowledge base or request service via phone, email or webportal. Integrated discovery and reporting tools provide you with valuableinsight into every asset on your network, while reducing the burden on IT.
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KACE Service Desk
Overview
Tech specs
Resources
Support
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Key benefits
Complete ticket management
Manage everything through a single, comprehensive and easy to use console.
Customize your tool
Tailor every aspect of the solution to meet your IT needs.
Scale as you grow
Add additional functionality and capabilities as your IT team grows.
Guided self-service
Empower users and reduce impacts on your IT team.
Features
Discovery and inventory
Discover hardware and software on your network while building an inventory of your IT landscape.
Ticket management
Seamlessly manage tickets and required details with conditional and customizable ticket fields.
Predefined workflows
Create dynamic workflow rules and templates to meet SLAs, compliance and audit regulations.
Self-service portal
Intuitive portal empowers users to find information, download software and resolve their own issues.
Reporting and metrics
Track performance and build custom reports in the dashboard for use in your next compliance audit.
Integration
Combine KACE Service Desk with the KACE Go Mobile App for real-time incident management.
Unlimited technician access
Easily scale your solution and eliminate pay-as-you-go fees per technician, end user or queue.
Tour
Discovery and inventory
Complete workflow management
Comprehensive reporting
Robust user portal
Discovery and inventory
Discover and manage all connected systems and devices from a single dashboard.
Specification
Virtual ApplianceTechnical Specifications
Virtualmachinesystem requirements
Virtual KACE Systems Management Appliance software can beinstalled on virtual machinesthat meet the following requirements.
Processor & Memory
Devices
Processor
Memory
0 - 1000
2 CPUs
4 GB RAM
1000 - 2000
4 CPUs
8 GB RAM
2000 - 4000
8 CPUs
16 GB RAM
4000 - 8000
16 CPUs
32 GB RAM
8000 - 20000
24 CPUs
64 GB RAM
Network Interface
Devices
Network Interface Card
0 – 8000
1 Gigabit Ethernet Port
8000+
10 Gigabit Ethernet Port
Available Disk Space
1 TB (minimum)/3 TB (larger installations)
Media
DVD
Server and Operating System
64-bit
Virtualization Infrastructure Requirements
For VMware® installations:
VMware ESX®/ESXi™ 6.7 or later
Open Virtualization Format (OVF) 1.0
For Microsoft® Hyper-V® installations:
Windows Server® 2012 R2 with Hyper-V
Windows Server 2016 with Hyper-V
Windows Server® 2019 with Hyper-V
Operatingsystemrequirements for Agentless management
Agentless management enables you to inventory devices withoutusing the KACE SMA Agent.Agentless management can be enabled for devices that have thefollowing operatingsystems:
CentOS™
Chrome™ OS
Debian®
Fedora®
FreeBSD®
Mac OS X
Oracle® Enterprise Linux
Raspbian Linux (on Raspberry Pi devices)
Red Hat
SUSE
Solaris®
Ubuntu
Windows
Windows Server
Browserrequirementsfor the web-based user interfaces
To access the Virtual KACE Systems Management ApplianceAdministrator Console and UserConsole web-based user interfaces, use a monitor with a screenresolution of at least 1280pixels by 800 pixels and one of the following web browserapplications.
Browser
Details
Internet Explorer®
11.x or later
Microsoft Edge™
40.x or later
Firefox®
63.x or later
Safari®
10.0 or later
Chrome™
71.0 or later
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Resources
View All
DatasheetKACE Service Desk | Complete IT Ticketing SystemPowerful ticket management solution that streamlines IT workflows and issue resolution.DatasheetKACE Systems Management ApplianceManage any endpoint with a comprehensive, easy-to-use solutionWhite PaperManaging All Devices with Unified Endpoint Management (UEM)Managing All Devices with Unified Endpoint Management (UEM)White PaperThe Ten Key Features You Need in a Service Desk SolutionHow to make your users happy and your IT staff more productiveDatasheetWhat's new with the KACE Systems Management Appliance (SMA) 10.0Easily manage and patch remote devices accessing your network.White PaperBest Ways to Extend Endpoint Management and Security to Mobile DevicesWhite paper: Best ways to extend endpoint management and security to mobile devices – Combine endpoint protection and mobile de...InfographicNew Endpoint Reality Calls for New Approach to SecurityCheck out this infographic for a quick look at the endpoint security problem and how it can be remediated with a unified endpoi...
Support and services
Product Support
Self-service tools will help you to install, configure and troubleshoot your product.
Support Offerings
Find the right level of support to accommodate the unique needs of your organization.
Professional Services
Search from a wide range of available service offerings delivered onsite or remote to best suit your needs.
Education Services
Training courses delivered through online web-based, on-site or virtual instructor-led.
A ticketing system is a help desk software program used to process, manage, and track customer issues from submission to resolution. Ticketing systems automatically organize and prioritize support requests in a central dashboard. Users can tag, categorize, and assign tickets as they come in.
What is ticket management? Ticket management refers to the process help desks use to collect requests and track ticket lifecycle from creation to resolution. The ticket management process, whether automated or manual, starts with a service request.
A ticketing system is software that helps companies manage and process customer requests. Each request generates a unique ticket number. Tickets can be created through various channels, such as email, web forms, or through the integration of social media channels.
Example: When a customer submits a ticket regarding a billing issue, the ticketing system captures all the customer details and assigns the ticket to a support agent. The agent can then view the customer's previous interactions, such as previous tickets, enabling them to provide personalized assistance.
To automatically create a ticket in CASD, you need to create an incident rule that references a template from the CASD connector. To create an incident rule to automatically create a ticket in CASD: From the Enterprise Manager console, click Setup, then Incidents and Incident Rules. Click Create Rule Set.
A ticket tool, also known as a helpdesk or service desk software, is specifically designed to manage, track, and resolve issues or tickets raised by end-users or employees within an organization. Its primary focus is resolving problems, managing incidents, and ensuring user satisfaction with IT services.
Introduction: My name is Francesca Jacobs Ret, I am a innocent, super, beautiful, charming, lucky, gentle, clever person who loves writing and wants to share my knowledge and understanding with you.
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