Configure Your Portal Address
Samanage allows you to create a personalized URL for your service desk that makes it easy for employees to access. You can access this option through Setup > Domain Mapping, and you’ll see the ability to create a custom, easy to remember URL (example; support.magnolia.com). This will allow your employees to simply click on the URL, taking them directly into their Samanage service portal. You can also customize your service portal by changing the name, color scheme, adding a logo and favicon, and even adding an announcement bar! Check out this video tutorial for more details on creating a personalized service portal.
Ever wish your employees could categorize their issues prior to submitting them? In Samanage, you’re able to create a list of predefined categories and subcategories for employees to choose from. You can create default assignees to each category/subcategory, which allows automated incident routing to specific groups or people. Now, technicians will work incidents in their categories of expertise, and they’ll receive them immediately upon submission. This also reduces the time technicians are spending re-assigning incidents to other groups, which enables them to focus on their own incident queue. Overall, the service desk will provide better service to your employees in record time!
Category Examples to Get Started:
- Account Management
- Human Resources
Samanage Email Dropbox Configuration
Perhaps you still want to give your employees the ability to submit incidents via email, but you’re dreading the idea of giving them another email address to remember. With Samanage, every account has a main email dropbox as well as having the ability to create separate dropboxes for your categories and/or subcategories.
Simply go to Setup > Email Settings, and you’ll see your main email dropbox in the initial paragraph. All you need to do is take the current email address your employees are using and set up a forwarding rule to forward those emails to that dropbox email. Simple as that!
About Kelli Buchanan
Kelli is a Senior On-boarding Specialist, ITSM at SolarWinds. She works with customers of all industries and sizes to customize the service desk experience for their organizations' needs.
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