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1. wIT is the right tool for you to Centralize all your projects issues (bug reports, new features...)
   
   • Organize your issues and plan your release based on users expectations
   • Track project progress and react quickly to delay
   • Keep the team informed of issues changes within the project automatically
   • Produce better quality software faster and with less pain.
   • Project Management wIT let you manage your projects better:
     
   • Handle multiple projects
   • Fully customizable Workflow
   • Unlimited states
   • Unlimited transitions with specific permissions
   • Unlimited actions for each transition
   • Define all components and sub-components
   • Manage all your versions with automated ChangeLog and RoadMap management
   • Advanced filtering engine (Issue properties, reporter, developer, affected releases or components, fix release...)
2. Issue Management wIT call issues every items associated within a project. An issue can be a task, a feature request, a bug report or whatever you want.
   
   • Define as many issue type as needed
   • Each issue type can holds specific resolution kind and priority
   • Each issue can affect multiple components and multiple versions
   • Each issue can holds unlimited number of attachment
   • Automatic thumbnail creation
   • PHP Syntax highlighting
   • Each issue can holds unlimited number of comments.
   • Comment can holds multiple attachments
   • Comments can be nested to look like forums threads.
   • Each issue can be linked to several others issues to
   • Full issue history is available
3. Integration wIT offers several way to be integrated with your existing information system:
   
   • All information and most actions are available through a SOAP API
   • Authentification can easily be externalized
   • RSS feeds are available for each project
   • Advanced email notification system provide you the right information
4. Security wIT has been built with security in mind.
   
   • Each user can have a specific role for each project (Role groups permissions together to simplify administration).
   • Permission are really fine grained providing you the full power to control users actions
   • Special roles allow you to manage globally users (Anonymous and Reporter)
5. Customization wIT can be easily customized
   
   • Cascading Style-sheet
   • Templates
   • Using plug-in or new class extension. (The whole application is build with object oriented code and can be easily extended to match your requirements.)

Major Features:

1. Email to Request conversion. Automatically convert the emails sent to Help Desk into trouble tickets.
2. Web Enabled. With ServiceDesk Plus being a 100% web-based Help Desk solution, enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser.
3. Network Generated Tickets. Automatically generate trouble tickets when network devices fail.
4. Active Directory Integration. Import Requester (User) related information from Active Directory (AD). Keep the AD & ServiceDesk Plus databases in sync. Authenticate user login through AD.
5. Import from .CSV Files. Import Requester & Asset details from .csv files.
6. User Survey. Conduct Customer Satisfaction & User Surveys. Also get User Survey related consolidated reports.
7. Complete History of Request. Complete change history of a request is maintained to facilitate audit processes. You can also lookup a history of requests from a particular workstation to identify workstations with chronic failures.
8. Help Desk Reports. Get complete reports on Help Desk load, technician performance and SLA violation. More on Help Desk Reports
9. Holidays / Operational Hours. You can configure yearly holidays and operational hours for your help desk. You can also create special Service Level Agreements that override these operational hours in case of emergencies.
10. Technician Notes. Technicians can add notes to the request to add related information like action taken.
11. Notify Technicians. Automatically notify technicians when a new request is assigned to them.
12. Automatic Escalations. Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits.
13. SLA Management. Create User, Department, Priority or Category based SLA rules and ensure compliance.
14. Knowledge Base. Using the Searchable Knowledge base, both the technicians and the end users can search for solutions to common problems. More on building a Knowledge Base
15. Self-Service Portal. End users can use the self service portal to submit new requests or check the status of their open requests. More on the benefits of having a Self-Service Portal
16. My Tasks. Create follow-up tasks and never miss an appointment or forget an important call.
17. Keep End Users Informed. Automatic email response to Requesters on request creation and closure.
18. Flexible Help Desk. Add custom fields to the request form to capture information specific to your business needs
19. Automatic Case Routing. Automatically assign requests to support reps based on the type of request.
20. Workstation Info. Get complete hardware and software information about the affected device directly from the request.