SAManage online help desk software provides you with powerful customization capabilities, including the ability to create unique ticket types. So you can adjust your new it help desk software to conform to your existing business process and procedures.
Streamline Support Requests Across Your Company
IT help desk handles different types of requests from various types of users. For example, a user may request the acquisition of a new software package, while an executive may have a problem operating a certain desktop application. Each type of request is often best handled by a specific individual on the customer service team. In an ideal world, these requests would automatically be routed to the right person for processing and follow-up. This would provide significant benefits, such as:
- Allowing help desk professionals to focus on their specialties, and work on those issues most closely related to their skill and experience
- Eliminating the need to cross-train staff members
- Increasing efficiency by reducing the amount of time spent routing and forwarding requests, and providing for faster issue resolution
Different Types of Support Requests
In any business, there are many different types of service desk requests, each of which must be handled in a specific way. For example, when a new asset acquisition request comes in, it may need to be routed directly to the procurement department. Implementing this process in your SAManage IT help desk software is easy. Simply create a new custom ticket type called “acquisition“, and auto assign any tickets of that type to a certain individual, such as your purchasing officer. When your users select “acquisition” as the type when submitting a new support request, the ticket will be automatically assigned to the purchasing officer.
Your purchasing officer can then login to your SAManage helpdesk software to review these requests, leave any comments or ask for additional information from the ticket originator, and update the ticket status to “resolved” once the request has been processed.
Implementing Custom Ticket Types
To further extend your new SAManage help desk solution across your company, and to ensure full support for your existing business processes, you can use the ticket types capability with the new email-to-ticket feature. For example, you can receive new acquisition or software installation requests to a unique email addresses. This will ensure that these types of requests are automatically assigned to the right stakeholders within your company. As a result, you can streamline your help desk processes and completely integrate your new SAManage system with your current way of doing business.
Tip: you can setup dedicated mailboxes in your email system (for example firstname.lastname@example.org) and create auto-forwarding rules to your SAManage email dropbox address. When your users email new acquisition requests to email@example.com they will appear in your SAManage help desk as new tickets, and will get assigned to the default dropbox assignee.
Improve Direct Collaboration
With your SAManage help desk system, help desk teams can instantly collaborate with requesters. When a new ticket is opened, they can ask for additional information or further clarification on the issue directly from the requesters themselves, without going through a intermediary or third-party. This not only improves communication between help desk teams and the users they support, it enhances service levels by shortening request handling and response times.