IT CoreCategory and subcategory
23 IT categories with specific subcategories, from Computer & Devices, Printer & Scanner and Wi-Fi to Email, Microsoft 365, VPN, Firewall, Camera / NVR, Backup and New Hire / Offboarding.
IT support ticketing
Every IT request tracked from report to resolution
ITCore turns each IT problem or request into a ticket with a clear owner and status, so nothing gets lost in phone calls or chat groups, and you can see how fast your IT team responds.
What every ticket records
Priority
Low, Normal, High or Critical, so urgent problems are handled first.
Status
New, Open, In Progress, Waiting on User, Resolved and Closed.
Assignment
IT admins and technicians assign each ticket to the person who will handle it.
Comments and attachments
The whole conversation and any screenshots or files stay on the ticket.
The computer it came from
Tickets sent from an enrolled PC show which computer it was, so IT knows where to look before asking.
Who sees which tickets
Access follows each person's role, inside their own company only.
Users
Submit tickets, comment and chat with IT, and see only their own tickets.
Technicians and IT admins
See every ticket in the company, and update, assign and resolve them. Only IT admins can delete tickets.
Managers
Read every ticket and the reports without changing anything, for example a CEO following IT service.
Measure your IT support
Ticket timings
ITCore records when each ticket was first answered and when it was resolved.
IT performance reports
Tickets per day, the people who ask most often, and first-reply and resolve times for each IT person.
Remote help
If your IT team uses its own remote-support tool (for example AnyDesk), the session ID is kept on the ticket. ITCore does not remotely control PCs itself.
Questions
Can staff follow their own tickets?
Yes. Each person sees the status of their own tickets and the replies from IT, on the web, on their phone or in the Windows app.
Does IT get notified of new tickets?
IT admins and technicians who use the Windows app get a Windows notification for each new ticket; in a browser, ITCore can use browser notifications.