Difference between revisions of "Service Desk"

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{{DISPLAYTITLE: Service Desk}}
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=Overview=
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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:
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* offer customers the ability to log faults, issues or questions to a selection of predefined ticket queues.
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* 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.
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* 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 section
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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/Categories | 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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<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 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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                    <li></li>
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                    <li></li>
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                    <li></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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                                    <ul> 
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                                        <li></li>
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                                    </ul>
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<li> </li>
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<li></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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The Service Desk module (sometimes referred to as the ticketing module) gives users the ability to:
 
The Service Desk module (sometimes referred to as the ticketing module) gives users the ability to:
  

Revision as of 16:49, 2 June 2017

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.

The Emersion Service Desk module gives service providers the ability to:

  • offer customers the ability to log faults, issues or questions to a selection of predefined ticket queues.
  • view, access and action tickets for a customer.
  • communicate back and forth with a customer via a ticket keeping all essential correspondence within the ticket.
  • assign and reassign tickets to other staff users.
  • link a ticket to services to assist in isolating what a ticket might be about.
  • Leverage the ticket 'status' to manage escalations.

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:

  • 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.
  • 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.

Video Training

Watch an introductory video on the Service Desk module

Service Desk Topics

This section

Ticket Management

Module Configuration

Optional Features



The Service Desk module (sometimes referred to as the ticketing module) gives users the ability to:

  • offer customers the ability to log faults or issues to a set of pre-defined ticket queues
  • Easily view, access and action tickets for a customer
  • assign and reassign tickets to other staff users.
  • link to services to assist in isolating what a ticket might be about
  • Escalate to your supplier (parent) if your wholesaler is also using Emersion
  • Leverage the ticket 'status' to manage escalations.

The following video will run you through the basic use of the service desk operation.

The media player is loading...

Some advanced features exist for the service desk product such as;

  • Routing of creation and updating of tickets using an inbound email address and email box
  • Identifying tickets which have not yet been associated with a customer.

For a training session or an enquiry on these advanced functions, please contact sales.

See Also

Retrieved from "https://mediawiki.emersion.com.au/wiki/index.php?title=Service_Desk&oldid=3799"