Aeion Helpdesk for Internal IT
Internal IT helpdesks face different demands than customer support — employee ticket categories for hardware/software/access/identity, AI-assisted triage and skill routing, SLA tracking, KB search, and remote screen-share support. ServiceNow ITSM ($100-300K+/year), Jira Service Management ($20-95/agent/month), Freshservice ($19-95/agent/month) charge per-agent for this core. Aeion Helpdesk covers it natively — ticketing, AI triage, skill routing, SLA, and KB on the $49 Standard tier and remote screen-share on the $99 Pro tier, unlimited agents on both — but if your program depends on a formal CMDB, ITIL change-advisory-board workflow, or asset-depreciation/GL integration, those aren't built yet; read on for exactly what's real.
What Internal IT Demands — and What Aeion Helpdesk Covers
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Walkthrough — Mid-Market IT Department
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Walkthrough — Enterprise IT Considering a ServiceNow Replacement
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FAQ
Singularity connector migrates tickets, KB articles, and user records. CMDB/CI data and change-management history have no destination collection in Aeion today — plan to keep that data in ServiceNow (read-only) or a separate tool.
Aeion Auth SSO. Per-tenant SAML / OIDC. Per-tenant Aeion IDP OR Okta / Azure AD.
Per-employee branded portal. Per-employee ticket history. Per-employee KB search.
Incident management (severity, impact, SLA, escalation) is real. Problem management and formal change-management (CAB/RFC) are not built-in ITIL v4 workflows today.
Not built. There's no Change Advisory Board workflow, RFC collection, or scheduled-change/rollback tracking in Helpdesk today.
No CMDB exists. No Configuration Item collection, relationship graph, or dependency/impact-analysis queries.
No dedicated IT-asset lifecycle collection or automatic Aeion Finance/GL hand-off exists today.
Yes — Helpdesk has its own consent-gated screen-share/remote-control session feature. (Note: this is a Helpdesk-native capability, not the separate "Aeion Bridge" hardware-integration module.)
Per-tenant multi-language. Per-language AI translation. Per-language KB.
ServiceNow $100K-2M/year (ticketing + CMDB + change management). Aeion Helpdesk: Standard $49 (ticketing/routing/SLA/KB) or Pro $99 (adds remote screen-share + incident management), flat, unlimited agents — verify whether you still need a CMDB/change-mgmt tool before comparing totals.
IT ticketing without seat tax — CMDB and change management not included (yet).
Skill routing + SLA + KB search + remote screen-share — native with HR employee context.