In this episode of Masterclass 2023, we'll cover how IT service management teams can utilize ServiceDesk Plus Cloud to quickly handle incidents and streamline the incident resolution process in a hybrid work setting. You'll learn how ServiceDesk Plus Cloud can enhance the effectiveness of incident management practice through collaboration, dynamic template creation, automation, and more.
In this episode, we will walk you through:
- Making your service desk accessible to your end users with an omni-channel incident logging system.
- Collecting the necessary ticket details with custom dynamic templates.
- Automating repetitive tasks using business rules, SLAs, and more.
- Standardizing incident resolution using request life cycle and more.
- Resolving L1 tickets swiftly with a comprehensive knowledge repository.
- Evaluating performance with dashboards and analytics.
Frequently Asked Questions
They can use the Note feature, or a first response via email can be marked as First Response. To capture the above entry as a first response, please enable the configuration by going to Admin > General Settings > Advanced Portal Settings and enabling the required option under Set First Response Time of a request.
The trigger notification can be customized as per your requirements.
Currently, there is no option to generate a query report on the user's end directly, apart from the existing query reports which are available in the application. However, we have an Analytics Plus add-on wherein the data from ServiceDesk Plus Cloud can be moved and a report or dashboard can be generated accordingly.
The preventive task has been renamed. Now, you can configure scheduled tickets in the Maintenance module itself.
The Microsoft Teams integration is free with every edition of ServiceDesk Plus Cloud. You can enable it under Admin > Apps & Add-ons > Integrations > Third Party.
Yes, you can configure Business Rules to redirect users to self-help documentation. Click here to learn how to configure Business Rules.
No, Zia's features in ServiceDesk Plus Cloud are available free with every edition of ServiceDesk Plus Cloud.
No, the Actionable Messages in the Teams chatbot are not related to the Zia Actions, and they are configured with the Outlook Actionable Messages integration. You can refer to our help document on this configuration here.
We have a Live Chat add-on, which allows your users to initiate chats with available technicians so they can converse with end users. The chat can also be converted into a request if required.
They can mark their unavailability or leave with the Delegation option, and technicians with admin privileges can track or mark leave using the Technician Availability chart on the home page.
It is possible to restrict the entire announcement to certain user groups. However, it is not possible to restrict the announcement based on technician group, or to restrict only the banner.
It is not possible to rename the default fields. Instead, you can create a new additional field either from the template or from Admin > Customization > Additional Field.
It is not possible to link a solution article to an incident or incident template. However, technicians can search for solutions in the Resolution tab of the raised incident and copy the solution to the resolution of that incident request.
No, it is not possible. As a work-around, you can have automated notifications containing Business Rules sent to your users, but it would not suggest relevant solutions automatically unless you use the Subject as a condition for the associated notification.
Yes, you can use the Auto-Assign based on Technician's Availability option under Admin > Automation > Technician Auto Assign to consider the technician's availability on the created date or due by date of the request.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.