Tickets & SLA
Email-to-ticket, threaded conversations, assignment, priorities, and SLA plans that keep response times on track.
Knowledge Base
Public, internal, and draft articles with categories and keyword search — deflect tickets and onboard staff faster.
Asset & Inventory Discovery
Scan the network with WMI & SNMP to auto-inventory machines, installed software, and devices.
Change Log & Budget
Track change management, vendors, contracts, and a budget register so nothing slips through the cracks.
Run the Whole Workflow From Email
Work tickets without leaving your inbox — emails become tickets, replies thread back automatically, and your team answers right from email, with auto-replies, canned responses, and a durable send queue. Connect any mailbox, including modern OAuth sign-in for Microsoft 365 & Exchange Online.
Command Tickets From Email
Reps run the queue straight from their inbox with hashtag commands: reply with #close, #assign, #priority, #private (internal note), or #worked 1h and SwanDesk applies it instantly — no portal round-trip.
AD / LDAP & Security
Directory sync and external authentication, plus email 2FA, a sign-in audit trail, and signed sessions baked in for every edition.
Shared Credential Vault
A built-in vault for credentials, secure notes, and files — share each entry per user or role, every reveal is audited, and admins keep break-glass access. An Enterprise-edition capability.
