TRAXX

Enterprise Service Management

Stop running a helpdesk that doesn't know what assets your users have. TRAXX ESM connects every ticket to the asset record, service history, warranty status, and SLA — automatically.

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Trusted by GE, Genpact, Tesco, ICICI HFC, DCB Bank, a global logistics leader, a Fortune 500 data storage manufacturer, Axis Bank, RBL Bank, and 500+ enterprises across 7 countries. Read customer stories →

Why Your Helpdesk Needs Asset Context

A helpdesk that doesn't know what assets a user has forces technicians to ask questions the system already knows the answers to.

Before

Technician asks user for device details every time

After TRAXX ESM

Every ticket auto-pulls asset record, purchase date, warranty, and AMC status

Asset context in every ticket — automatically

Before

SLA breaches discovered after the fact

After TRAXX ESM

Automatic escalation triggers before breach — managers notified, tickets reassigned

SLA breach escalation with zero manual intervention

Before

Incident workflows built manually in email and spreadsheets

After TRAXX ESM

ITIL-aligned incident, SLA, escalation, and CMDB workflows out of the box

ITIL-aligned workflows out of the box

Incident & Ticket Management

Log, assign, track, and resolve incidents with configurable priority levels. Full lifecycle from open to close with resolution notes and SLA tracking at every stage.

Multi-Channel Ticket Creation
Log tickets from the helpdesk portal, email, or mobile. Auto-assign based on category, department, and priority rules.
Configurable Priority Levels
Define priority tiers — Critical, High, Medium, Low — with distinct SLA targets, routing rules, and escalation paths.
Full Lifecycle Tracking
Track every ticket from Open through In-Progress, Pending, Resolved, and Closed. Status changes logged with timestamp and user.
Resolution Notes & Attachments
Technicians record resolution steps, attach photos or documents, and link knowledge base articles before closing.
Multi-channel Ticket Submitted
↓
⚡ Auto-categorised & Tagged
↓
Priority?
↓
Critical
P1 Immediate
High
P2 · 4hr SLA
Low
Standard Queue
↓
Agent Assigned
↓
✓ Ticket Open & Tracked

SLA Management

Define response and resolution SLAs by priority, category, and department. Automatic escalation when SLAs are at risk — before they breach, not after.

SLA Definition by Priority & Category
Set response and resolution time targets per priority level and ticket category. Different SLAs per department or location supported.
Real-Time SLA Clock
Every ticket shows a live SLA countdown. Technicians see at a glance how much time remains before breach.
At-Risk Alerting
Configurable warning threshold triggers alerts before the SLA breaches. Proactive intervention rather than post-breach reporting.
SLA Pause & Exclusion Rules
Pause SLA clocks during non-business hours, public holidays, or while waiting for user response. Fully configurable exclusion windows.
Ticket Created
↓
⚡ SLA Clock Starts
↓
SLA At Risk?
↓
80%
Warning Alert
100%
⚡ Auto-Escalate
↓
Business Hours?
↓
No
⚡ SLA Paused
Yes
Clock Running
↓
✓ Resolved Within SLA

Escalation Workflows

Multi-level escalation rules trigger automatically on breach. Notify managers, reassign tickets, send alerts — no manual intervention needed at any stage.

Multi-Level Escalation Chains
Define Level 1, Level 2, and Level 3 escalation paths per ticket category. Each level has its own notification targets and actions.
Automatic Reassignment on Breach
When SLA breaches, tickets are automatically reassigned to the next escalation level without waiting for manual action.
Manager & Stakeholder Notifications
Email and in-app alerts sent to department managers, IT heads, and business stakeholders at configurable escalation thresholds.
Escalation Audit Trail
Every escalation event — trigger time, target, action taken — recorded in the ticket history for SLA reporting and compliance.
SLA Breach Detected
↓
Escalation Level?
↓
L1
Notify Supervisor
L2
Reassign Senior
L3
Manager Alert
↓
⚡ Auto-Reassigned
↓
✓ Escalation Logged

Asset-Linked Ticketing

Every ticket automatically pulls the asset record, purchase date, warranty expiry, last maintenance date, and AMC status from EAM. Technicians see full context instantly.

Automatic Asset Lookup
When a ticket is raised, the system identifies the asset assigned to that user and pulls the full asset record automatically.
Warranty & AMC Status at a Glance
Technician sees warranty expiry date and AMC contract status on every ticket. No separate lookup needed.
Maintenance History
Last maintenance date, repair history, and open maintenance work orders are visible directly in the ticket view.
Asset Performance Insights
Tickets per asset tracked over time. High-frequency ticket assets flagged for maintenance review or replacement evaluation.
User Raises Ticket
↓
⚡ Asset Auto-identified
↓
⚡ Pull Record · Warranty · AMC · History
↓
Under Warranty?
↓
Yes
Vendor Dispatched
No
In-house Repair
↓
✓ Ticket + Asset Updated

CMDB (Configuration Management)

Maintain a live configuration item database linked to your asset register. Track dependencies, changes, and service impact — the backbone of ITIL service management.

Configuration Item (CI) Registry
Register every IT asset as a configuration item with relationships to services, users, and other CIs. Linked to the EAM asset record.
Dependency Mapping
Map CI dependencies — server-to-application, application-to-service, service-to-user group. Impact analysis before change windows.
Change Impact Assessment
Before any change, CMDB shows which services, applications, and users will be affected. Reduces unplanned outages.
Auto-Discovery Integration
Sync CI data from ManageEngine, SCCM, Tivoli, and other discovery tools. CMDB stays current without manual updates.
Change Request Raised
↓
⚡ CMDB Lookup
↓
Dependencies Found?
↓
No
Approve Change
Yes
Impact Assessment
↓
Risk Accepted?
↓
No
Reject / Defer
Yes
⚡ Change Window Scheduled
↓
✓ Change Logged in CMDB

Knowledge Management

Build a searchable knowledge base of resolutions. Deflect repeat tickets. Reduce resolution time for common issues across your entire service desk.

Solution Article Library
Create, categorize, and publish resolution articles. Link articles to ticket categories for automatic suggestion during ticket creation.
Self-Service Deflection
End users see suggested knowledge articles before submitting a ticket. Resolving common issues without agent involvement.
Resolution-to-Article Promotion
Convert resolved ticket notes into knowledge articles in one click. Knowledge base grows organically from real resolutions.
Article Effectiveness Tracking
Track which articles deflect tickets and which generate follow-up tickets. Continuously improve knowledge quality.
Common Ticket Received
↓
⚡ Suggest KB Article
↓
User Self-Resolved?
↓
Yes
✓ Ticket Deflected
No
Agent Resolves
↓
⚡ Promote to KB Article
↓
✓ KB Article Published

Results ESM Customers See

Auto
Asset Context
On every ticket — no manual lookup
ITIL
Aligned
Incident, SLA, CMDB, Knowledge
Zero
Manual Escalation
Rules trigger automatically
100%
Audit Trail
Every action timestamped

The Complete ESM Workflow

From ticket creation to resolution — every step connected to assets, SLAs, and knowledge.

ESM
IT Service Management
Ticket RaisedUser · Portal / email / mobile
↓
⚡ Asset Context PulledAssigned assets · warranty · AMC auto-attached
↓
⚡ Auto-Route & AssignCategory · priority · department rules
↓
⚡ SLA Clock StartedResponse + resolution timers active
↓
◇ SLA At Risk?
Yes
⚡ Auto-EscalateL1 → L2 → L3 · manager notified
No ↓
↓
Technician ResolvesTechnician · Resolution notes + root cause
↓
◇ Recurring Issue?
Yes
Problem Record RaisedRoot cause investigation
No ↓
⚡ Knowledge ArticleOne-click promotion
↓
Ticket Closed ✓SLA met · user notified
↓
⚡ SLA & Performance ReportAsset health · team KPIs · dashboard updated

Having asset context automatically in every ticket changed how our IT team works. They stop asking users for information the system already knows.

Newton Lewis

VP Operations, One of India's Largest Broadcasters

Frequently Asked Questions

How does the asset-linked ticketing work?
When a user raises a ticket, ESM looks up the assets assigned to that user in the EAM module. It pulls the asset record, purchase date, warranty expiry, AMC status, and last maintenance date and displays it directly in the ticket view. Technicians get full context without any manual lookup.
Is TRAXX ESM ITIL compliant?
Yes. The ESM module is aligned to ITIL v4 practices — Incident Management, Problem Management, Change Enablement, Service Level Management, and Configuration Management (CMDB). Workflows are pre-configured to ITIL standards and can be customized for your organization.
How are SLA escalations configured?
SLA escalation rules are configured in the admin panel. You define escalation levels (L1, L2, L3), the time threshold for each (e.g. 80% of SLA elapsed), the action (notify, reassign, or both), and the notification targets (managers, team leads, stakeholders). No coding required.
Can ESM integrate with ManageEngine or SCCM for CMDB discovery?
Yes. TRAXX integrates with ManageEngine ServiceDesk Plus, SCCM, Tivoli, and other discovery tools. Configuration items discovered automatically populate or update the CMDB.
Does ESM support multi-department service desks?
Yes. You can run separate helpdesk queues for IT, Facilities, HR, Finance, and other departments — each with their own SLA definitions, escalation rules, and knowledge bases. Tickets are routed to the correct queue automatically by category.
How does the knowledge base reduce ticket volume?
When a user starts creating a ticket, the system suggests relevant knowledge articles based on the ticket category and keywords. If the user self-resolves, the ticket is not submitted. Resolved tickets can also be promoted to articles in one click, growing the knowledge base continuously.

Book a Platform Demo

See asset-linked ticketing, SLA enforcement, and ITIL-aligned workflows live in 30 minutes.

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