IT Support Ticketing

Purpose-built for IT support teams. Manage incidents, service requests, and change management with ITIL-aligned workflows powered by AI — all within a help desk software platform designed for modern IT operations.

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65%

L1 incidents resolved automatically by AI

4.2h

Average MTTR reduced from 12h to 4.2h

40%

Fewer recurring incidents with problem management

ITIL Framework

ITIL-Aligned Workflows Without the Complexity

ITIL best practices are powerful but traditionally require expensive consultants and months of implementation. GuruSup ships with pre-configured ITIL workflows for incident management, problem management, change management, and service request fulfillment. Each workflow includes standard states, transitions, approval gates, and escalation paths that follow ITIL v4 guidelines. You can customize any workflow to match your organization's maturity level without starting from scratch. The AI layer adds intelligence on top: it auto-links related incidents to problem records, suggests root causes based on historical data, and flags change requests that may impact active services. The result is ITIL compliance that actually accelerates resolution instead of adding bureaucracy.

IT Asset Management

Link Assets to Incidents for Faster Root Cause Analysis

When an employee reports that their laptop is crashing, the first thing IT needs to know is the device model, OS version, installed software, and warranty status. GuruSup's built-in CMDB (Configuration Management Database) automatically links assets to their owners and to related incidents. When a ticket comes in, the agent immediately sees the user's assigned hardware, software licenses, recent changes, and incident history — no manual lookup needed. The asset database syncs with Active Directory, SCCM, and Intune to stay current. You can track hardware lifecycle from procurement to disposal, monitor software license compliance, and generate reports on asset utilization. When patterns emerge (e.g., a specific laptop model causing repeated incidents), the system flags it for proactive replacement.

Features

ITIL Workflows

Incident, problem, change, and service request management out of the box.

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Frequently asked questions

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