Call on the critical ones
When a P1 or high-priority ticket is raised, ITOC360 rings the on-call agent by phone or SMS instead of leaving it to wait in the queue.
IT Service Management
IT Service Management
ITOC360 connects your service desk to a live on-call layer, so a high-priority ticket triggers a real phone call, every incident keeps a ticket in sync, and nothing critical sits waiting in the queue, whichever ITSM platform your teams run.
Built for teams who live in the ticket queue
IT service management teams run on tickets, but a P1 raised at the wrong hour can still sit unread behind fifty routine requests. ITOC360 puts a real on-call layer behind the queue: critical tickets ring a phone, and every incident keeps a ticket as the system of record.
A ticket for every incident
Incidents from your monitoring stack open a ticket in your service desk automatically, so the system of record exists the moment response starts.
Two-way sync, no double entry
Status, notes, and priority stay aligned in both directions. Resolve in ITOC360 and the ticket closes in your service desk, and the other way around.
Route by priority and SLA
Priority-based escalation sends P1 straight to a call and lower tiers to the queue, then hands off automatically if no one acknowledges before the SLA clock runs down.
One timeline per ticket
Every notification, acknowledgment, and escalation hop is timestamped against the ticket, ready for SLA reporting and post-incident review.
Quiet during change windows
Suppress notifications for planned changes and maintenance so agents are not paged for expected, scheduled work.
From ticket to a responder, in one path
ITOC360 sits between your service desk and your on-call team. The direction runs both ways: tickets can trigger a call, and incidents can open a ticket.
- Step 1
Ticket raised
A request or incident is created in your service desk, by a customer, an agent, or an automation rule.
- Step 2
Priority read
ITOC360 reads the ticket priority and matches it to an escalation policy.
- Step 3
Right person reached
A P1 calls the on-call agent by phone, then SMS, then the next tier if no one acknowledges. Lower priorities stay in the queue.
- Step 4
Kept in sync
Notes, status, and priority sync both ways, and every step is logged against the ticket through resolution.
Integrations
Connect your service desk, and the rest of your stack.
ITOC360 fits the ITSM platform your teams already run. Jira Service Management and ServiceNow are two of the service desks it connects to, alongside the monitoring and communication tools that feed your tickets. For anything without a native connector, a webhook or the API bridges it. 50+ native integrations and growing.
View All IntegrationsFrequently asked questions
Can a ticket trigger a phone call?
Yes. Map ticket priority to an escalation policy so a P1 or Critical ticket in your service desk calls the on-call agent by phone or SMS immediately, while lower-priority tickets stay in the queue.
Does resolving in one system close the other?
Yes. Bidirectional integrations keep state, notes, and priority aligned both ways, so resolving an incident in ITOC360 closes the ticket in your ITSM platform, and updating the ticket updates the incident. ITOC360 can also open a ticket automatically when a monitoring alert becomes an incident, and keep it in sync through resolution.
Which ITSM tools does ITOC360 support?
ITOC360 connects to common service desk platforms such as Jira Service Management and ServiceNow, and the native library keeps expanding. For any tool without a native connector yet, a standard webhook or the REST API connects it, so you are not tied to a fixed list of vendors.
Put a call behind every critical ticket
Free to start, no card, and no agent to deploy on your service desk.