The days of fumbling through emails and spreadsheets for IT support are long over. Service agents want to organize and delegate support issues more efficiently. Users are sick of sending an email into the abyss and waiting indefinitely for a response. All parties are frustrated by issues that arise outside of normal office hours.
Self-service portals have revolutionized the entire process, presenting solutions to all of these problems. Let’s go over a couple ways of how to skirt around these issues.
The Requester Experience
No more waiting blindly for support to answer a request. In the portal, the requesters can access organized records of current and past incidents or service requests. They can track the status of their open requests throughout the process, and follow up with more information if necessary.
In some cases, the request may not be the first of its kind. That’s where the “self-service” comes in. The portal eliminates the wasted time and resources on repeat incidents through knowledge base articles, accessible to all requesters at all times. Think of all the time saved through self-resolution if many of the answers are already accessible. Plus, it’ll save the user a bit of pride; no need anymore to get a simple request for a password change.
The Service Agent Experience
Knowledge base articles will cut the number of tickets significantly. Forgotten passwords, disconnected keyboards, and other common issues will be easily accessible to users from the portal, saving technicians valuable time previously spent on mundane tasks. Even solutions to problems would be only a few clicks away. This keeps the entire process cleaner, more organized, and more efficient for the support team.
When tickets are submitted, they can be automatically routed to the correct agents based on data entered by the requester. Prioritizing and delegating tickets can be a daunting task, but data collection at the portal will automate much of that process for the service agents.
The classic example is employee onboarding. This typical service request might include a company phone, laptop, monitor, or any number of specialized items. The organization will already have this request form set to collect all of this data from the requester. What kind of laptop? iPhone or Android? How many monitors? The portal is setup to collect all the data it needs, and it routes it to the appropriate parties, simplifying the process for everyone involved.
Again, it’s worth noting the ability for all parties to track the status of open requests. Now that the requester can constantly check the status of open items, the service agent can peacefully drive the car without kids in the back asking, “are we there yet?”
Extending Office Hours
Many organizations aren’t equipped to handle support issues 24/7, but perhaps the best part of the self-service portal is the ability to provide support at all times. Outside of normal business hours, there is an entire database of knowledge on common problems, including break/fix incidents. If users can’t solve their issues given the available information, they can rest assured that their requests will be handled and prioritized correctly, even if no one is available to take a call or respond to an email on a weekend.
If your organization has never used a self-service portal before, you can transition users comfortably. Samanage allows notifications through email, Slack, Salesforce Chatter, or other communication apps, so users can still participate through whatever methods apply to their normal work days. Though the self-service portal is the most efficient place for a requester to start, both technicians and end users can track progress or make changes to an incident however they prefer because of these flexible notification settings.
In the end, technicians have less clutter and users have fewer questions, all while maintaining their current routines.
About Chris McManus
Chris McManus is a Marketing Manager with a variety of media and creative content experience. He works with SolarWinds Service Desk customers on case studies, webinars, and spotlight videos.
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