ITSM service desk software, ITIL compliant.
Octopus unifies your IT service desk in a single self-service portal — with automated workflows, end-to-end visibility, and ITIL best practices built into every process.
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Tickets routed intelligently, without friction
Every request is automatically assigned to the right team based on its type and priority. Octopus ITSM automates routing from the moment a ticket is created, so your teams focus on resolving — not coordinating.
Automated routing based on your business rules
Requests are instantly analyzed and routed to the right support team as soon as they're submitted — no manual assignment, no errors.
Automated approval management
Approval requests are routed to the right approver automatically, tracked through to resolution with reminders included. Zero manual follow-up.
AI Assistant for categorization and routing
The AI Assistant analyzes each request, flags duplicates, and recommends the right service group.
Intelligent impact-based prioritization
Requests are prioritized by type, context, and impact — critical issues are escalated, routine ones move through the queue.
Automatic escalation for stalled tickets
Critical tickets are automatically escalated when no progress is made — keeping everything moving and SLAs protected.
A self-service portal that eliminates incomplete requests
Eliminate incomplete requests with a guided self-service experience. Users submit clear, structured requests with all the right information from the start — no back-and-forth needed.
Dynamic forms preconfigured by request type
Each request category has its own fields, validations, and routing logic. Tickets arrive fully completed, so technicians don't need to chase users for clarification.
Automated notifications at every step
Your users always know the status of their request without needing to follow up. No status-check calls.
One entry point for all internal services
IT, HR, facilities — one portal for everything. Users no longer need to figure out where to go.
Intuitive service catalog
Users find what they need without contacting IT support. A structured catalog organized by service and category, accessible in just a few clicks. Fewer calls. Fewer emails. Fewer interruptions.
Integrated knowledge base
Common questions are resolved directly in the portal before a ticket is even created. Your team focuses only on what truly requires support.
Manage IT service delivery with reliable, actionable data
Your IT operations generate critical data every day — most of it scattered across tools or buried in reports. Octopus ITSM centralizes team workload, SLA performance, trends, and recurring incidents to give you a clear, actionable view of your service desk in real time.
Real-time dashboards
Get an instant view of active tickets, SLA risks, technician workload, and today's priorities. Your team always knows where to focus their energy.
Automated reporting
Generate performance reports without manual data extraction. Ticket volumes, resolution times, satisfaction scores, and key metrics are ready to share.
Recurring incident identification
See patterns behind repeated issues. Address the root cause, not just the symptoms, and reduce ticket volume at the source.
Technician workload visibility
See who is overloaded and who has capacity. Balance workloads with confidence using real-time data, not guesswork.
SLA tracking with proactive alerts
Know when an SLA is at risk before it's missed. Take action before users escalate and before leadership starts asking questions.
Customer Stories
How ITSM service desks across Quebec and Canada transformed their operations with Octopus
Ready to see what this looks like in your environment?
Discover the most common questions IT teams ask before choosing a Service Desk solution.
What's the difference between a service desk and a helpdesk?
A helpdesk is reactive — it's there to fix technical issues as they come up. A service desk goes further. It structures your entire IT service delivery around ITIL best practices, with the user experience at the centre.
Does the self-service portal work for non-technical users?
Absolutely — that's exactly what it's built for. The portal is designed for every type of user. Forms guide people step by step, fields adapt based on the request type, and routing happens automatically. No technical knowledge required.
Can Octopus ITSM be used as a single point of entry for departments beyond IT?
Absolutely — it's one of our differentiators. The same portal can handle IT requests, HR requests, facilities, and more. Each department keeps its own identity and processes, while your users get one place to go for everything.
How does Octopus help reduce call and email volume?
Through three key levers: an intuitive portal users naturally adopt, a self-service knowledge base for common questions, and automated notifications that eliminate follow-ups. The result: a rapid, significant drop in calls within the first few weeks.
Can I deploy Octopus ITSM without rebuilding everything?
Yes. Preconfigured industry templates give you a strong foundation from day one. You then adapt them to your reality — without starting from scratch. Most deployments go live in just a few weeks.
From ticketing to enterprise-wide service management
Discover connected, AI-powered solutions that transform how you manage services across your organization.
Octopus ITSM
End the daily scramble. Triage tickets, automate routing, and manage your IT services with centralized, reliable data. Built on ITIL best practices, easily configurable and scales with your team.
Octopus ESM
Service management isn't just for IT. Bring the same discipline to every team that supports the business. One orchestration layer. One experience.
Octopus CMMS
Stop reacting. Start planning. Centralize your assets, schedule preventive maintenance, and track work orders in real time.
