In this episode of Masterclass 2023, we'll cover how IT service management teams can utilize ServiceDesk Plus to quickly handle incidents and streamline the incident resolution process in a hybrid work setting. You'll learn how ServiceDesk Plus 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
Currently, the subject line is static (preconfigured).
Under Resolution, there is the Tried Solutions option, which will show the list of solutions that worked for the request. However, for a solution to be listed, you have to use the Copy to Resolution option.
SLA configuration by template is available for Service Catalog templates.
You can customize the field size by going to the template, clicking the Edit Section button next to the title of a section, and selecting Flexible Column from the drop-down at the top of the pop-up.
You can rename the fields by going to Admin > Customization > Additional Field, selecting Incident or Service based on the field type, and clicking the pencil icon next to the field name.
Currently, we do not have that option in the Technician Auto Assign feature.
Yes, you can share announcements for particular User Groups.
Yes. Please check the integration guide at https://help.servicedeskplus.com/integration-with-microsoft-teams.
Yes. If you add the keywords in the Solutions module, then ServiceDesk Plus will automatically suggest solutions when a user types in a keyword while raising an incident. This option is available under Admin > Advanced Portal Settings > Requester > Show suggestions while creating incident requests.
The Priority Matrix is configured for both incident templates and the Service Catalog.
Yes, you can add announcements for users to the ticket creation page under the home tab by following the steps at https://help.servicedeskplus.com/problems/make_an_announcement.html.
In the application header, beside the profile picture, there is a question mark button. Click it and select About to find your version.
Currently, Zia can help with:
- Evaluating end users' responses to completed requests and reopening the requests if necessary.
- Assigning or suggesting appropriate categories for requests.
- Suggesting appropriate templates for requests.
- Deducing users' approval decisions from approval response emails and executing approval actions.
ServiceDesk Plus does not have a predefined script to integrate with Google Chat. You can make use of the REST API available with ServiceDesk Plus to make API calls from Google Chat. Please go to Admin > > API > Documentation to view the sample API calls URL format available within ServiceDesk Plus.
For further information, you can write to hello@servicedeskplus.com and we'll be glad to help you.