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| − | {{DISPLAYTITLE: Service Desk}}
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| − | =Overview= | |
| − | A typical service desk team effectively performs several functions for a company. It provides a single (or multiple) point of contact for users to gain assistance in troubleshooting, get answers to questions and solve problems. A service desk generally manages its requests through the use of software such as issue tracking system. The Service Desk module (sometimes referred to as the ticketing module) is an issue tracking management solution with similar features to many common ticketing systems being used today.
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| − | The Emersion Service Desk module gives service providers the ability to:
| + | This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base. |
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| − | * offer customers the ability to log faults, issues or questions to a selection of predefined ticket queues.
| + | We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home. |
| − | * view, access and action tickets for a customer.
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| − | * communicate back and forth with a customer via a ticket keeping all essential correspondence within the ticket.
| + | [https://resources.emersion.com/display/EKB/Service+Desk EKB/Service+Desk Take me to the Emersion Knowledge Base article] |
| − | * assign and reassign tickets to other staff users.
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| − | * link a ticket to services to assist in isolating what a ticket might be about.
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| − | * leverage the ticket status to manage escalations.
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| − | The Service Desk module comes in two packages that are sold separately. All subscribers benefit from the features above, regardless of which package they subscribe to. The two available packages are:
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| − | * Retail Service Desk - This is for Retail Service Providers and is fully integrated into the End User Portal allowing end users to create and manage tickets themselves.
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| − | * Wholesale Service Desk - This extends the Retail service desk offering to include ticket escalations to a Wholesale service provider if your wholesale service provider uses Emersion.
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| − | = Video Training =
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| − | [[Service_Desk/Video|Watch an introductory video on the Service Desk module]]
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| − | = Service Desk Topics =
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| − | <!-- This the main table for the Service Desk landing page -->
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| − | <table width=90% align="centre">
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| − | <!-- This the header Row -->
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| − | <tr name=SERVICE_DESK_MAIN_TABLE_HEADER_ROW >
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| − | <td width="20%" height=30px align="left" valign="top">
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| − | <strong>Ticket Management</strong>
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| − | </td>
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| − | <td width="20%" align="left" valign="top">
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| − | <strong>Module Configuration</strong>
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| − | </td>
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| − | <td width="20%" align="left" valign="top">
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| − | <strong>Optional Features</strong>
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| − | </td>
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| − | </tr>
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| − | <tr>
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| − | <td align="left" valign="top"> <!-- This the left column -->
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| − | <ul>
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| − | <li>[[Service_Desk/Create | Creating tickets]]</li>
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| − | <li>[[Service_Desk/About| Update a ticket]]</li>
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| − | <li>[[Service_Desk/Create Product | Close a ticket]]</li>
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| − | <li>[[Service_Desk/About| Reassign a ticket]]</li>
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| − | <li>[[Service_Desk/Create Product | Close a ticket]]</li>
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| − | </ul>
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| − | </td> <!-- End of left column -->
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| − | <td align="left" valign="top"> <!-- This the centre column -->
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| − | <ul>
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| − | <li>[[Service Desk/Queue Configuration|Configure Service Desk Queues, Categories and Subcategories]]</li>
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| − | </ul>
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| − | </td><!-- End of centre column -->
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| − | <td align="left" valign="top"><!-- This the right column -->
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| − | <ul>
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| − | <li>[[Service Desk/Mailbox Configuration|Create new service desk requests via email]]</li>
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| − | <li>[[Service Desk/Outbound_Email|Automated email updates to customers]]</li>
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| − | <li>[[Service_Desk/Pricing | Identify/Reidentify]]</li>
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| − | <li>[[Service_Desk/My Tickets | The My Tickets Smart Queue]]</li>
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| − | </ul>
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| − | </td><!-- End of right column -->
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| − | </tr>
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| − | </table>
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| − | = Ticket Escalation Path =
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| − | This diagram shows the path of tickets that can starting with the end user logging a ticket either directly in the end user portal, or via email.
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| − | [[file:Service-desk-ticket-escalation-path.png]] | |
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| − | Tickets are immediately available to the Retail service provider who will either:
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| − | * Resolve the ticket
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| − | * Send the ticket up to their wholesale service provider.
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| − | The wholesale service provider (or supplier) actions the ticket and that information is sent back down to the Retail Service provider automatically. Eventually the ticket is closed. End users can see updates and resolved tickets in the End User Portal.
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| − | Not all these features are provided with the base subscription for the service desk module. Optional modules will apply to use the full suite of functionality of the service desk.
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| − | = See Also =
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| − | * [[Service Desk/Queue Configuration|Configure Service Desk Queues, Categories and Subcategories]]
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| − | * [[Service Desk/Mailbox Configuration|Inbound Email for Service Desk (Mailboxes)]]
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This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base.
We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home.
