Documentation

ITSM Engine's documentation is Markdown, kept with the code and changed in the same pull requests. The guides, admin, integration and self-hosting pages are also built into the app, under Help, for the version you run.

Using it

• Using the desk: the inbox, cases, replies, new cases for calls and walk-ins, accounts and contacts, canned replies, approvals and reports.
• Plugins for agents: incidents, major incidents, problems, changes, problem reviews, the CAB, services, Access Management, the status page and Software Development.

Setting it up

• Settings for admins: the organization and its units, the team, brands, forms, portals, automations, service levels, satisfaction surveys, privacy, the audit log and plugins.

Integrations

• Integrations: API tokens and the REST API (endpoints described at /api/docs), webhooks, form submissions, the MCP server for AI assistants, and building a plugin.

Running it

• Self-hosting:
  • system requirements;
  • Standard and Scale, the two ways to deploy;
  • installing;
  • the setup wizard;
  • configuration;
  • backups;
  • upgrades;
  • load testing and benchmarks;
  • troubleshooting.