Genome Orchestrator
Reflex ITSM ITSM Help Desk and Request Management
Ticket your employees' hardware, software and access requests to ITIL standards; speed up support with SLA tracking, CMDB asset integration and smart routing.
- ITIL-aligned ticketing
- Live SLA countdown
- Asset and CMDB integration
Overview
Get a fault to the right team with the right context: routing, SLA and assets live inside the same ticket.
In modern organizations, business continuity depends directly on how fast employees' technical problems are solved. Reflex, the help desk layer of the Genome ecosystem, tracks hardware, software, authorization and system requests from one place with ITIL-aligned ticketing.
Reflex does not treat a request as just a ticket: it links the user's assigned inventory to the ticket, tracks SLA times with a live countdown and assigns tickets to the right team by rules.
ITIL-aligned ticketing
A live console by priority, category and assignment, with separate expert queues.
SLA and escalation
Countdown timers, an 80% warning and automatic escalation to the manager on breach.
CMDB asset link
The requester's assigned device and its fault history show on the ticket screen.
Smart routing
Rule-based classification and knowledge-base suggestions cut the mean resolution time.
Ticket desk
Pick a ticket: routing, SLA countdown, assets and escalation on one screen.
Choose an employee request; Reflex reads it, assigns the team and brings up the knowledge-base article and the user's assigned device. Move the timeline to see the 80% warning and the manager escalation when the SLA is breached.
Tip: on the critical ticket, push the time past 80% of the target, then past the target.
Smart routing
- Rule analysisCategory: Network and VPN issues
- Team assignmentNetwork and Security Team
- Knowledge-base suggestionWGN-KB-0104 · B2B VPN Setup Guide
- Assigned asset (CMDB)Apple MacBook Pro M3 · Serial no MBP-8841 · No previous faults
Within SLA
Inside the console
Three screens of the help desk
Each tab shows one Reflex screen with its sample data.
Request and ticket management
Manage every IT support ticket your employees open from a live console by priority, category and assignment.
- Fast ticket creationOpen a request in seconds under hardware, software, network or access, and follow its status live.
- Role groups and expert queuesNetwork, security, systems and support teams follow their assigned tickets from separate queues.
- Resolution and satisfaction (CSAT)User ratings on closed tickets and IT team performance are presented analytically.
| Ticket | User | Subject | Assigned expert | Status |
|---|---|---|---|---|
| IT-0045 | Selin Yılmaz | Finance API connection error | Caner A. (Systems) | In progress |
| IT-0044 | Burak Kaya | B2B portal VPN setup | Elif K. (Network) | In progress |
| IT-0043 | Elif Demir | Warehouse handheld Wi-Fi fault | Mustafa V. (Support) | Assigned |
| IT-0042 | Hakan Tekin | E-invoice template update | Ahmet S. (Software) | Resolved |
Why Reflex
Six advantages that speed up IT support
Reflex automates your IT processes to ITIL standards, raising employee satisfaction and resolution speed.
Live SLA and countdown
Every request is tracked with a countdown by severity, so delays are prevented.
Asset integration
The requester's assigned devices are listed in the ticket details automatically.
Smart auto-assignment
Rules read the ticket title and description and assign it straight to the right expert team.
Dynamic knowledge base
Guides and solution articles for the topic are suggested to the employee and the IT expert.
Fault analysis history
Earlier fault records of an assigned device reveal chronic hardware issues quickly.
HR-integrated asset tracking
With the CMDB integrated into Nucleus, onboarding and offboarding asset handovers trigger automatically.
FAQ
What to know about the Reflex Help Desk
Answers to common questions. For more, get in touch with us.
Reflex is the ITIL-aligned enterprise support and request management module of the Genome ecosystem. It tickets employees' technical faults, software and access requests and coordinates them in queues by priority and expertise.
Every request gets a priority (Critical, High, Medium, Low) and a matching SLA countdown starts. When an SLA is at risk of being breached, escalation rules kick in and the ticket is passed on to managers automatically.
Assigned equipment such as the requester's MacBook or printer is listed on the ticket screen. The IT expert sees at once whether the problem is hardware-related, by serial number and brand/model match.
Routing rules scan the ticket title and description in seconds. From phrases like "I can't connect to the VPN" they detect a network issue and send the ticket straight to the Myelin (Network) team's queue.
Yes. Reflex is designed for employees' support requests, but with the Plexus (Customer Portal) integration it can also be configured so your dealers or external customers submit and follow support requests.
Glossary
Terms used on this page
- ITSM
- Information Technology Service Management: the design, delivery and orchestration of support processes for IT services.
- ITIL
- Information Technology Infrastructure Library: a globally accepted library of best-practice standards for IT service management.
- SLA
- Service Level Agreement: a commitment between provider and user that sets the target service quality and resolution times.
- CMDB
- Configuration Management Database: the relational store of all hardware, software and assigned assets in the corporate IT estate.
- MTTR
- Mean Time To Resolution: the average time from detecting a fault to closing its ticket.
- CSAT
- Customer Satisfaction: a performance metric that measures how satisfied users are after a service.
LET'S START
Speed up your help desk with Reflex.
Let our team show you Reflex live on your own ticket categories, SLA targets and asset data.
