Insight Care is the support desk module for organisations that serve customers or internal staff. Every request becomes a tracked ticket with an owner, a priority and a service level.
Insight Care is included in InsightSuite Enterprise and available as a licensed add-on for Standard and Professional.
- Module typeAdd-on (all editions)
- Available inStandard, Professional (add-on), Enterprise (included)
- Customer portalIncluded with module
- Training availableYes — agent & supervisor
The problem it solves
When requests arrive by email, phone and walk-up at once, service quality depends on memory: the loudest customer gets served, and the quiet ones leave. There is no view of the queue, no SLA, and no history, so the same question is answered from scratch each time. Internally, the IT or facilities inbox becomes a place where requests are forgotten.
How we approach it
Every request becomes a ticket with an owner, a priority and a due time. Routing rules send each ticket to the queue that can solve it. SLA timers show the promised response to the agent, the supervisor and the customer. The knowledge base grows from resolved tickets. The portal lets customers check status without phoning.
Key features
- Ticket intake by email, web form or phone.
- Automatic routing to queues based on topic.
- SLA tracking with breach alerts before the deadline.
- A knowledge base with article suggestions while you type.
- A customer portal for self-service status checks.
- Satisfaction surveys sent automatically after ticket closure.
- Workload and performance reporting across the team.
A working day with Insight Care
The queue shows each ticket with its service level and owner. New arrivals come by portal, email and phone and appear as one list. A repeat question is answered by the knowledge base before a ticket forms. A customer checks the status of their request in the portal. The Friday workload report shows queue age, first-contact resolution and satisfaction on one page.
What changes in your office
Tickets are routed, prioritised and assigned on arrival.
The same SLA clock is visible to the agent, the supervisor and the customer.
The knowledge base answers simple questions before they become tickets.
Common questions
Does it work for internal service desks as well as external customers?
How does email intake avoid duplicate tickets?
How are SLAs defined and paused?
How does the knowledge base stay accurate?
Would you like to see Insight Care in action?
Ask for the Care brochure and a portal walkthrough.