Use cases: IT service management and Help Desk
A Help Desk for customers and internal teams
Customers submit tickets in the portal or by e-mail and see only the tickets open to them. Agents work with queues and SLA deadlines, and managers follow the results in reports.
What it service management and help desk gets
Customer organisations are kept apart
Decide whether users of one organisation can see each other's tickets. The tickets of other organisations are never available to them.
E-mails become tickets
Each Help Desk can have a Gmail or IMAP mailbox of its own. Incoming e-mails become tickets, and the replies that follow stay in the conversation.
SLA by working hours
First-response and resolution deadlines are calculated on your working calendar and can pause while a customer reply is awaited.
How to get started
Four steps from the first configuration to everyday work.
- 1
Create a Help Desk with a mailbox and request forms.
- 2
Add the customers and their organisations.
- 3
Set the SLA targets and the automation you need.
- 4
Follow the SLA results in reports.
Capabilities in play
- Customer portal
- Help center
- Organisations
- SLA calendars
- Request forms
- Canned replies
- Automation
- Shared dashboards
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