Revision as of 18:04, 7 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

Ticket Escalation Path

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.

Tickets are immediately available to the Retail service provider who will either:

• Resolve the ticket
• Send the ticket up to their wholesale service provider.

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.

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.

Ticket Statuses

The following ticket statuses, and their meanings, are provided below. There are no underlying business rules for ticket statuses and statuses will not change automatically. Ticket statuses must be manually updated by users.

• New
• Assigned
• Escalated
• Waiting on End User
• Waiting on Provider
• Closed
• Completed
• Duplicate
• Invalid

See Also

• Configure Service Desk Queues, Categories and Subcategories
• Inbound Email for Service Desk (Mailboxes)