FINOS Platform · IT Ticket Management
FINOS IT Tickets Manager — enterprise helpdesk and field service, unified for MSP operations
A purpose-built IT service desk and field service management module inside the FINOS platform. Manage helpdesk tickets, field service work orders, SLA compliance, escalation paths, ManageEngine MSP two-way sync, recurring maintenance schedules, and customer self-service — all in one system.
Included with Brocent Managed IT
FINOS IT Tickets Manager is a proprietary Brocent platform tool, available exclusively to Brocent Managed IT clients at no additional cost. It is not offered as a standalone product. Brocent clients receive the full FINOS platform suite — enterprise-grade service management that would otherwise require dedicated ITSM subscriptions.
Core features
End-to-end ticket lifecycle management
From the moment a user submits a request to final resolution and satisfaction confirmation — every step is tracked, time-stamped, and linked to the customer, contract, and assets involved.
Ticket Management
Auto-numbered tickets (TKT-YYYYMMDD-XXXXXX) with category, priority, status, asset/component linking, scheduled vs. reactive classification, and full activity history with email notifications.
SLA Management
Define SLA policies per priority level (Critical/High/Medium/Low) with response and resolution time targets. Real-time compliance tracking with breach alerting.
Escalation Rules
Time-based auto-escalation when SLA thresholds approach. Configurable escalation chains with notifications to team leads and account managers.
Recurring Maintenance Schedules
Create repeating maintenance tasks — daily, weekly, monthly, or custom intervals. Auto-generates child tickets on schedule with pre-populated details.
Customer Self-Service Portal
Branded customer portal for ticket submission, status tracking, and history review — no helpdesk login required. Reduces inbound call volume significantly.
Dashboards & Analytics
Real-time and historical reporting on ticket volume, SLA performance, engineer utilisation, resolution times, and customer satisfaction scores.
Benefits
Enterprise ITSM without the enterprise subscription cost
FINOS IT Tickets Manager replaces standalone helpdesk tools like Freshdesk, Zendesk, or ServiceNow Essentials — built into the same platform your operations team uses for assets, audits, and billing.
4
SLA priority tiers
2-way
ManageEngine MSP sync
Auto
Escalation & scheduling
Self-serve
Customer portal
- ✓Unified helpdesk and field service in a single system — no tool switching for engineers
- ✓SLA compliance tracking with breach alerting — hold to service commitments automatically
- ✓ManageEngine MSP two-way sync — no manual ticket re-entry across systems
- ✓Recurring maintenance schedules eliminate manual task creation for preventive work
- ✓Customer self-service portal reduces inbound call volume and improves client satisfaction
- ✓Full asset and contract context on every ticket — faster diagnosis, fewer callbacks
Use cases
From first-line helpdesk to on-site field service
FINOS IT Tickets Manager supports every service delivery scenario — remote helpdesk, on-site engineering, recurring preventive maintenance, and client self-service.
Remote helpdesk support
Log, prioritise, and resolve software, connectivity, and user access issues with full SLA tracking and customer communication history.
On-site field service
Dispatch engineers with work orders that include asset details, site contacts, maintenance checklists, and travel time logging.
Preventive maintenance programmes
Schedule recurring server health checks, network reviews, and device audits with auto-generated tickets and completion confirmation.
Typical workflow
From ticket creation to resolution — fully managed
Ticket creation
Engineer or customer submits a ticket via the portal, email, or manual entry. Auto-numbering, SLA policy assignment, and initial notifications fire immediately.
Triage and assignment
Ticket is categorised, prioritised, and assigned to the appropriate engineer or queue. Asset and contract context is attached.
Investigation and updates
Engineers log activity notes, update status, and communicate with the customer — all tracked in the ticket timeline.
Escalation if needed
Auto-escalation triggers if SLA response or resolution thresholds are breached. Team lead and account manager are notified.
Resolution and confirmation
Ticket is resolved, customer confirms satisfaction. Resolution time is recorded and fed into SLA reporting.
Review and reporting
Monthly SLA reports, engineer utilisation summaries, and customer satisfaction scores are available in the analytics dashboard.
FINOS platform integration
Connected across every Brocent operation
Tickets are anchored to customer and contract records. Asset links pull from the Asset Manager; security findings from the IT Auditor can auto-generate remediation tickets; ManageEngine MSP provides two-way sync for client-side ticket creation.
ManageEngine MSP Two-Way Sync
Push tickets created in FINOS to ManageEngine MSP; pull client-submitted ManageEngine tickets into FINOS. Bi-directional status and note updates keep both systems current.
FINOS IT Asset Manager
Link any ticket to one or more assets. Asset detail (model, serial number, warranty status) surfaces inline on the ticket for faster diagnosis.
FINOS IT Security Auditor
Security audit findings with Critical or High severity can trigger auto-generated remediation tickets assigned to the appropriate engineer.
Customers & Contracts
Every ticket belongs to a customer and contract. SLA policies, escalation rules, and billing reference the contract tier automatically.
FAQ
Common questions
Is FINOS IT Tickets Manager available as a standalone product? +
FINOS IT Tickets Manager is a proprietary platform built and maintained by Brocent. It is available exclusively to Brocent Managed IT clients at no additional cost as part of their service engagement. It is not sold as a standalone product.
How does ManageEngine MSP integration work? +
FINOS connects to ManageEngine MSP via API. Tickets created in FINOS can be pushed to ManageEngine, and tickets submitted by clients in ManageEngine are pulled into FINOS. Status changes and technician notes sync in both directions.
Can customers submit tickets themselves? +
Yes. The FINOS Customer Self-Service Portal allows clients to submit new tickets, track status, and review history without requiring a FINOS login. Submission forms are customisable per customer.
How are SLA policies configured? +
SLA policies are defined per contract tier. Each priority level (Critical, High, Medium, Low) has configurable response and resolution time targets. Breach warnings trigger at configurable percentages of elapsed SLA time.
Can the system handle both helpdesk and on-site field service? +
Yes. Tickets are classified as remote helpdesk or field service work orders. Field service tickets include engineer dispatch, site contact details, asset checklists, and travel time logging.
Related FINOS tools
The full FINOS platform suite
FINOS IT Tickets Manager works alongside the other FINOS modules — all included with your Brocent Managed IT contract.
Get full access to the FINOS platform suite
FINOS IT Tickets Manager is included with every Brocent Managed IT contract. Speak to us about a managed service engagement to get full access to the entire FINOS platform.