Our new IT Service Desk provides more rapid and open communication between incident submitters and the staff that support them. Now, IT professionals and end users can collaborate on problems and issues, sharing information instantly to allow for more accurate diagnosis, improve handling, and accelerate resolution. The new SAManage IT Service Management solution provides:
Fast, Convenient Information Collection
In many cases, a support team member will need to correspond directly with an end user after an incident has been received. For example, they may need to gather more information about the issue, so they can make a more accurate diagnosis. Support staff can initiate this kind of dialog by simply adding a comment to the incident in the system. The questions contained within that comment will be automatically sent to the incident submitter via email.
Efficient Email Communication
After the email requesting further information is sent, the end user can simply reply to the email with their own comments and answers. All correspondence is dynamically collected, and added to the incident comment history to capture the conversation.
Incident Status Monitoring
End users can log in and view the status of open incidents at any time. This not only allows them to track progress towards the resolution of their problem, it increases the efficiency of support staff by helping them to focus on handling incidents, instead of wasting time providing status updates.
Visit our Web site to learn more about the exciting new collaboration capabilities, and the many other innovative features in our new IT Service Desk, part of our fully integrated suite of SaaS IT Management products.