Your Help Desk, Working Smarter.
EICE Ops is EICE Technology's ITIL 4-aligned help desk management platform, designed to bring complete accountability to every ticket lifecycle. Built for IT service teams that take SLAs seriously, EICEOps eliminates missed escalations, ensures structured communication, and gives managers full visibility into team performance — all in a single, configurable platform.
3
Live SLA Clocks per ticket
L1 → L3
Tier handoff tracking
100%
Audit trail on every action
Real-time
Agent effectiveness reports
Zero
Missed escalations
Enterprise Authentication Challenges
Traditional MFA solutions lack enterprise control and flexibility
Full Ticket Lifecycle
From first call to closure — every step tracked, timestamped and visible to agents and managers alike.
SLA Accountability
Live countdowns, automatic breach alerts and paused-clock support for blocked tickets
Communication Log
Every call, email and message logged against the ticket — who said what, when and how
Management Visibility
Leaderboards, SLA trends and per-agent drill-downs for performance reviews and reporting
Help Desk Agent Highlights
Smart dashboard
See all open tickets, SLA breaches, escalation alerts and pending reporter updates at a glance
Actionable hints
The ticket tells the agent what to do next: "First reply due in 20m", "Reporter update overdue"
Structured communication log with calls
Log every call, email or WhatsApp message with direction (sent/received), channel and contact name
Three live SLA clocks
First Reply, Fix Deadline and Reporter Update frequency tracked simultaneously per ticket
Tier handoff
Hand tickets from L1 to L2 to L3 with a single click; all tier movements recorded in the activity timeline
SLA pause
Freeze the clock when blocked by a third party or awaiting customer response, with a full reason audit trail
Full activity timeline
Every state change, communication, tier handoff and work note in chronological order
Admin Agent Highlights
SLA rules engine
Define First Reply, Fix Deadline and Update Frequency per priority level, for Business Hours and 24×7 models
Escalation rules
Set time-based escalation triggers (e.g. alert account manager at 75% SLA, CTO at 100%) per category and priority
Category & sub-category management
Configure your full service catalogue with dedicated contacts per category
Priority & support level contacts
Assign the right people to P1/P2 and L1/L2/L3 so agents always know who to reach
Notification templates
Customise acknowledgement, status update and resolution emails with live preview
Mandatory field control
Decide which ticket fields are required before an agent can submit
Holiday & business hours calendar
SLA clocks automatically respect working hours, weekends and public holidays
Why enterprises choose EICEOps?
Built for organizations that require complete infrastructure
control and observability
1. ITIL 4 Aligned : Built on internationally recognised best practices for modern, scalable, efficient IT service management operations.
2. Complete Audit Trail : Every communication, decision and state change is logged - nothing falls through the cracks.
3. Agent Effectiveness Reports : Measure first-reply SLA %, fix rate, avg resolution time and reporter updates per agent
4. Escalation You Can Trust : Time-based escalation rules ensure the right people are alerted before SLAs are breached
5. Fully Configurable : Categories, priorities, SLA models, support tiers and escalation paths all tailored to your business
6. uilt for Accountability Control : Customers always know the status; agents always know what action is needed next.
Ready to Transform Your Order Management?
Talk to our experts to see how EICE Voice fits your hospitality
operations and order management strategy.
Our Products
EiceOps
Stop letting SLA breaches slip through the cracks. EICE Ops is an ITIL 4-aligned help desk platform built for complete accountability — tracking every ticket from first call to closure with three live SLA clocks, automatic escalation alerts, and a full audit trail on every action. No missed deadlines. No guesswork. Just structured, visible IT service management.
iSyncLite
iSync Lite is a next-generation backup platform that delivers reliable, encrypted, and storage-optimized backup without installing any client software.
iSyncDrive
iSyncDrive is a next-generation hybrid cloud storage and synchronization platform that combines the flexibility of the cloud with the control of on-premises infrastructure, enabling organizations to store, sync, and manage data securely across devices, teams, and regions.
EICE Agent
The EICE Agent is a powerful AI-driven ecosystem that brings together EICEAIM(The Action Agent) and AskEICE(The Knowledge Agent) to automate outreach, quality leads, and transform enterprise data into instant, actionable intelligence.
Infrasight
Infrasight is an enterprise observability platform providing real-time visibility into servers, networks, applications, cloud services and IoT devices from a unified dashboard-with auto-discovery, anomaly detection, and multi-protocol agentless monitoring.
Verilock
Verilock is an enterprise multi-factor authentication platform that secures applications with TOTP-based 2FA, push approval, and geo-fencing-all from one mobile application.
Eice Voice
EICE Voice is an AI-Powered, voice-first order management platform that lets restaurant and hotel staff place, manage and track orders hand-free--with natural language understanding built for the hospitality industry.
Eice SmartFit
Stop losing money to wasted container space. EICE SmartFit uses intelligent 3D optimization to pack every shipment perfectly - maximizing capacity, balancing weight, and ensuring the right items are always accessible at the door. No guesswork, No overpaying. Just smart loading plans in seconds.
EiceOps
Stop letting SLA breaches slip through the cracks. EICE Ops is an ITIL 4-aligned help desk platform built for complete accountability — tracking every ticket from first call to closure with three live SLA clocks, automatic escalation alerts, and a full audit trail on every action. No missed deadlines. No guesswork. Just structured, visible IT service management.
iSyncLite
iSync Lite is a next-generation backup platform that delivers reliable, encrypted, and storage-optimized backup without installing any client software.