Resolve every request, on time, every time.
Inai Response is the service desk and ticketing product from inaivia. It brings tickets, SLAs, major incidents, problems, changes, assets and a self-service portal into one platform for IT, customer support and internal teams.
- ITIL-aligned processes
- Email, chat and phone to ticket
- SLA tracking built in
- 1Receive
- 2Prioritise
- 3Assign
- 4Resolve
- 5Learn
- 6Improve
A complete service desk, from first request to root cause.
Every module works on the same tickets, people and assets, so incidents, problems, changes and knowledge stay connected. Open a module to see what it does.
Never miss a deadline you promised.
Every ticket gets a priority from impact and urgency, response and resolution targets, and a clock that follows your business hours. Inai Response warns you before a breach and escalates automatically.
- Priority matrix turns impact and urgency into P1 to P4.
- Response and resolution targets for every priority.
- Business calendars with time zones and holidays.
- Clock pauses while waiting on the customer or a vendor.
- Tiered escalation from L1 to L2 to L3.
Built for everyone who asks for help, and everyone who gives it.
One platform for requesters, support agents and the people who run the service.
Get help without chasing
- Search answers in the help centre
- Report issues or request services
- Email, chat or call, as you prefer
- Follow every ticket in My tickets
- Rate the support you received
Focus on fixing, not admin
- One queue for every channel
- SLA timers on every ticket
- Macros and knowledge at hand
- Automatic routing and escalation
- Customer and asset context in view
Run a service you can measure
- SLA compliance and CSAT dashboards
- Major incidents and status page
- CAB approvals for changes
- On-call rotations and shift plans
- QA scorecards and AI insights
A service desk that fits into the tools you already use.
Inai Response works on its own, and connects to your mailbox, phone system, chat tools, identity provider and AI assistants.
Inai Response questions, answered.
Is Inai Response only for IT teams?
No. It suits IT service desks, customer support teams and internal help desks such as HR or facilities. Tickets can be raised for external customers or for your own staff.
Does it follow ITIL practices?
Yes. Inai Response covers incident, major incident, problem, change, release, service request, knowledge and asset management.
How do customers raise tickets?
Through the self-service portal, by email to your support mailbox, through the chat widget on your website, or by phone.
Can we try changes without affecting live work?
Yes. Create a sandbox that copies your configuration, without tickets or personal data, and test there first.
See Inai Response with your own support process.
Book a free demo. We will walk you through tickets, SLAs, incidents and self-service using scenarios from your business.
- 30-minute personalised walkthrough
- Your SLAs and escalation mapped
- Pricing for your support team