Customizable ticketing, asset management, knowledge base, client portal, service catalog, workflow automation, SLA monitoring, and compliance-friendly reporting for financial institutions.
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
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Ticket Creation System allows staff or clients to open new support tickets. |
SolarWinds Service Desk supports ticket creation by staff and clients through web forms and email intake. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Ticket assignment can be automated or performed manually in SolarWinds Service Desk. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Supports ticket prioritization with customizable priority fields. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Includes ticket categorization (by category, subcategory, department). | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Tracks and displays all ticket statuses (open, in progress, resolved, closed, etc.). | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
Bulk ticket editing/action capabilities are listed in the admin tools. | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Admins may define custom fields for tickets. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
Product supports ticket merge and split operations. | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Ticket templates are available for common requests. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated ticket routing is supported via workflow automation rules. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Ticket attachments are natively supported. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Notification settings include alerts for ticket updates/status. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Ticket activity log/history functionality is available per ticket. |
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Email Integration Two-way ticket communication via email. |
Two-way email integration for ticket updates is a core feature. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Live chat integration exists as an add-on or integration. | |
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SMS Notifications Notification and response support via SMS. |
SMS notifications available via integration or advanced configuration. | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
Phone call logging supported through integration or custom fields. | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Integration with social media (e.g. Facebook, Twitter) possible through Zapier or direct integration. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated responses and autoreply rules are built into workflow automation. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Multiple language interfaces and communications are supported. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Client portal is included for clients to submit and track tickets. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Customer feedback and surveys are included. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
Automatic customer notifications for SLA approach/breach can be configured. |
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CRM Integration Direct integration with customer relationship management systems. |
CRM integration capabilities are available via API and out-of-the-box integrations. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Provides RESTful API for custom integrations. | |
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Webhooks Support for outbound event notification via webhooks. |
Supports outbound webhooks for event notifications. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Integrated knowledge base supports sync/referencing with ticketing. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Supports SSO/SAML/Active Directory integration. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Google and Outlook calendar integration is listed among supported features. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Reporting tool (BI/export) support available via data export and API. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
No information available |
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment is achievable through workflow automation. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflows can be designed for tickets in the admin UI. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macros and canned actions/templates are available. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Escalation rules and notifications configurable in workflow automations. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic SLA enforcement is a feature highlighted in product materials. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
System features duplicate ticket detection. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled actions (notifications, etc.) possible via automation. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows are configurable for compliance purposes. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Automated follow-up reminders available in ticket workflows. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Ticket distribution rules enable workload balancing. |
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards for metrics are a prominent feature in the UI. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder and designer are included for analytics. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Export options for CSV, Excel, PDF are standard. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled, recurring automated reports are part of reporting suite. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Monitors and reports agent performance metrics. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Customer Satisfaction (CSAT) tracking available through built-in survey tools. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis supported via dashboards and configurable reports. |
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
End-to-end encryption mentioned in compliance and security statements. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control allows granular permissions. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Supports comprehensive audit logging for regulatory compliance. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
SolarWinds Service Desk states its compliance with GDPR and similar frameworks. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Data retention and archiving rules are configurable. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication can be enforced. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP whitelisting is available as a security setting. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeouts and auto-logout are configurable. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Data masking is referenced in support for privacy and export controls. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response workflows and reporting are available for compliance. |
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive web interface for mobile/tablet/desktop. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Customizable dashboards for users are part of the core UX. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions are available for ticket management. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts for major UI functions are available. | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
Dark mode is available in web interface. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Accessible design (e.g. WCAG compliance) stated in product accessibility statement. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across tickets, users, and knowledge base. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
Easy intuitive navigation is emphasized in UI/UX reviews. | |
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Notification Center Centralized alert and reminder system for all events. |
Notification center for alerts/reminders is included. |
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base with search included. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
No information available | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service client portal for knowledge articles and ticketing included. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums are available as part of the extended package or via integration. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article usage is tracked in KB analytics. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Users can rate or comment on knowledge base articles. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Version control for KB articles available. | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multilingual knowledge base features are supported. |
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom logos and colors are supported for branding. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Custom domain mapping is an available feature. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Customizable email templates for notifications are available. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket fields as a branding/configuration option. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-labeling (removing all SolarWinds branding) available for enterprise plans. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflow creation supported for specific business logic. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization of platform and notifications is configurable. |
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Cloud/SaaS delivery is the default deployment model. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
No information available | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
Multi-datacenter failover and redundancy available in hosted solution. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Documented disaster recovery plan for hosted solution. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
System is horizontally scalable to accommodate large enterprise needs. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile app available for iOS and Android. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows are configurable. |
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support available for enterprise clients. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account managers offered for some plans. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Onboarding and implementation support provided. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and sessions available for clients. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Data migration/import assistance available. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development/feature work available on enterprise plans or via professional services. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Robust help center and KB documentation. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
User community support forums are maintained by the vendor. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Vendor offers clearly defined SLAs for uptime, response, and ticket resolution. |
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
SolarWinds Service Desk provides a Client Portal for users to submit and track service requests—this equates to a self-service portal. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Knowledge Base Integration is cited in official product descriptions: the platform includes a searchable, organization-wide knowledge base. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Request categorization & prioritization occurs via workflow automation and pre-defined request types. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automated Routing is supported via customizable workflow automation. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable forms are an official feature (custom fields on request forms are supported). | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Multi-channel submission: requests can come via email, web portal, and possibly chat; phone is generally supported as tickets by agents. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Status tracking is supported for both users and IT via the portal and agent interfaces. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking is detailed as a core feature, including breach warnings and achievement reporting. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval Workflow Automation is mentioned as a workflow automation component for certain service types. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Request history and audit trail are maintained within each ticket for compliance/audit purposes. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility: Native iOS and Android apps are offered. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Feedback collection is available via customer satisfaction surveys after ticket closure. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk request management (bulk ticket updates/changes) is documented in administrative guides. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Integration with asset management is a prominent feature of SolarWinds Service Desk—tickets can be linked to configuration items. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Automated Incident Detection through integration with monitoring systems supported via integrations (API, email parsing, etc.). | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging is foundational; every issue is logged as a ticket/incident. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Incident categorization and prioritization is implemented through configurable rules. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Impact assessment is part of the incident workflow—agents can record business impact. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Escalation workflows are available and integrated into SLA breach alerts and workflow rules. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Communication/Notification tools: In-product notifications, email alerts, and integrations to notify stakeholders. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major Incident Management: product provides incident severity ratings and special workflows for critical incidents. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root Cause Recording is included for post-incident documentation. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Incident templates exist for common IT incidents. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
No information available | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Automated incident closure is available for resolved and verified tickets. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Incident analytics and reporting is a key reporting feature. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging is supported through the problem (root cause) management module. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known Error Database: the 'Known Error' function/section is mentioned in documentation. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis tools are provided, including tracking tools for root cause. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Linkage to incidents supports mapping related incidents to a single problem record. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problem prioritization implemented via urgency/impact selection in problems module. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Permanent solution tracking is available via task and resolution tracking in the problem module. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Problem review and closure workflow is described in documentation for problem management. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem trend analysis is performed through the analytics/dashboard modules. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Problem reporting is supported via customizable reporting and dashboards. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration tools, including notes and attachments, are part of ticket and problem modules. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Problem lifecycle automation via workflows is available. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trail for problems: all changes and actions are logged. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change Request Logging: change requests are a tracked object. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Workflow customization is available via graphical workflow builder. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis fields are required in the change process. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar is a visualization component in the change module. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
No information available | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications are sent to stakeholders regarding status updates and changes. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout planning (rollback plans) can be documented and attached in change management. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Change collision detection is provided by the change calendar and workflow rules. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Change documentation supports attaching test results, documents, and logs. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Change implementation tracking: each step of the change lifecycle is logged. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-Implementation Review is a documented step in the change process. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Change auditing: full audit trails available for changes. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Asset inventory management is a core feature of SolarWinds Service Desk. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Auto-discovery: tool can scan environments (with agent) and update asset lists. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
Configuration Management Database (CMDB) is included. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Asset lifecycle monitoring: tracks asset through all lifecycle stages. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Relationship mapping is visually displayed for assets/services (dependencies mapping). | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change impact analysis available (see CMDB integration & asset-service mapping). | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management is supported. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Asset tagging supported for barcodes, QR codes, etc. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Integration with procurement systems is possible through APIs and integrations. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset valuation supported as a custom or built-in field. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Audit trails for assets: full history available for each asset. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk asset import/export supported via CSV, APIs, etc. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA Definition Engine is part of the SLA configuration suite. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
SLA timer/clock is visible to agents for each active ticket (real-time countdown). | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Breach notifications are automatically triggered. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multi-tier SLA support implemented via policy configuration. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLA/UC Management: separate tracking for vendor/supplier SLAs. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
SLA reporting and analytics are native features—dashboards, exports, and trends. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
No information available | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Customer Communication Templates: macros, canned responses, and notification templates are supported. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA monitoring for all open tickets. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
No information available |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API support is documented for third-party integration. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors exist for Active Directory, Azure, email, and other IT tools. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks for event-driven push notifications are available. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Scripting and automation: workflows allow automations, custom fields, scripts via API. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
No information available | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Data import/export supported via UI and integration tools. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields are supported on tickets, assets, and other objects. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven integration engine available for workflow triggers. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Open Authentication Standards: Supports SAML, OAuth for SSO and API usage. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access control is a core security feature. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor Authentication can be enforced (based on SSO settings). | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single Sign-On integration available (SAML/SSO support). | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data encryption at rest: security documentation claims all customer data is encrypted at rest. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
Data encryption in transit: uses TLS for all communications. | |
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Audit Logging Tracks every user action and system change for compliance. |
Audit logging: all user and system actions are logged for compliance. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Compliance certifications: product literature cites GDPR, SOC 2, and other frameworks applicable to financial services. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Regular security updates and patching are provided by the vendor. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
No information available | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Data retention policies configurable in compliance menu. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Anonymization/masking: some sensitive data tools available for non-production (provided by compliance modules). |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Real-time dashboards are a core reporting feature. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder is included. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled reporting: periodic report generation and email delivery enabled. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Historical trend analysis available in analytics/reports. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI monitoring included on dashboards and reports. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down report capabilities are available in UI. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Export options: CSV, PDF, and XLS supported. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Report sharing supported via email and shared links. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Data visualization tools (graphs/charts) are standard in reporting. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built templates: included for SLAs, incidents, assets, and productivity. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
Customizable user interface: supports layout and navigation changes at user or admin level. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Accessibility compliance: conforms to WCAG 2.1 per latest product updates and documentation. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Localization/multilingual support provided via language packs. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Mobile app availability: iOS and Android apps are officially listed and reviewed. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help & tooltips: available throughout the UI. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding tools: walkthroughs, checklists, and video tutorials for new users. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards: each user can customize widgets and dashboards. | |
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Unified Search Cross-module, full-text search functionality. |
Unified search across modules is available. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Notification preferences are configurable per channel/event. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy/partitioning is available (for different groups/departments). | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
User role and permission management is a standard feature. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import/provisioning: via directory sync and CSV import. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability: achieved through SaaS infrastructure and redundancy, as implied by vendor documentation. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Data backup & recovery: scheduled, automated backups with retention and recovery process (per security documentation). | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Scalable architecture: product is promoted as enterprise ready and scalable for large clients. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 vendor support availability: offered for premium plans or by escalation. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Release and patch management is automated (vendor managed SaaS updates). | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Monitoring and alerting: system monitors and can alert for outages, errors, and abnormal user activity. |
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