IT Problem Management
Manage workflows like problem reporting, ticket lifecycle, status monitoring, etc. of the IT process at your company.
Problems
Maintain all IT problems and associated records in a central repository.
Ticket
Route problems through rule-based, multi-stage, multi-role workflows.
Status
Track the status of every problem from creation to resolution.
Integration
Connect with Jira, Microsoft Entra ID, Slack, and 1,000+ product integrations, plus REST API.
AI
Customize the application to your company's workflows and process using AI.
Security
Protect your data with SSO, ISO/IEC 27001, and SOC 1 & 2 Type II certifications.
Manage all your requirements from a unified interface
Ticket
Log a problem record from an incident closure or grouped incident closures, carrying over all relevant diagnostic information—logs, user reports, data—without manual duplication.
Status
Monitor the status of the problem record throughout the resolution lifecycle (open → RCA in progress → PIR in progress → pending change → closed), and configure notifications based on changes in status.
Root Cause Analysis (RCA)
Set up checklists for the team to follow when investigating the root cause of an incident. When the problem is closed, all linked incidents are automatically resolved, and the resolution notes are copied to each incident to notify end users.
Known Error Database (KEDB)
Maintain a repository of workarounds and solutions for known issues. Upload photos/videos and .docx/.pdf /.xlsx files to a problem record for reference. Search, filter, and sort based on the fields of the records to find information.
Post-Incident Review (PIR)
Create sub-tasks (child tickets) under a problem for different teams (server team, network team, database team, etc.). Action items maintain a bidirectional link. Initiate the request for change (RFC) process post PIR.
Compliance
Maintain a time-stamped audit trail of all changes made to a record. Search records by unique ID and find problem incident (parent–child) IDs ensuring traceability. Give role-based access to auditors.
Frequently Asked Questions
Zoho Creator is an AI-powered application development platform that's used to automate business processes and workflows in organizations. With it, you can build custom applications specific to your requirements.
The IT Problem Management application is installed and runs on Zoho Creator. You can fully customize the application to your company's requirements if desired.
Yes, there is a 15-day free trial.
Yes, you can book a demo from here.
Zoho Creator ensures the logical separation of your data from everyone else's. Data retention and backup happens in a secure manner, and all data is stored in data centers in multiple geographies to ensure enterprise-grade security and high availability.
You can find the pricing plans here.