Get feedback for resolved tickets

Getting requester feedback is very important to gauge the performance agent working on the ticket and the service desk as a whole. However amidst the pressure of resolving a ticket and all the effort that goes into it getting feedback after resolving the ticket becomes close to irrelevant.

To help you with this we have now launched an easy and efficient way to receive requestor feedback.

 

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As an Admin, you can define the duration of when post resolving the ticket when you want the feedback email to be sent to the requestor. To provide the feedback the requestor does have to leave his inbox and this will ensure that the requestors can easily provide feedback for the overall experience.

 

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Rollout pace:

Immediate full rollout

Impact:

All end users (Admins only)

Action:

Change management suggested/FYI

 

Bulk Import Customer/End User Login

Last month we launched customer / end user login. This would enable the service desk agents to provide an interface to the customers or end users to create, view, comment and track their tickets.

 

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This week we have made it very simple to create multiple end users.  This is an Admin only feature and can be found under Admin > Customer Login.

 

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Rollout pace:

Immediate full rollout

Impact:

All end users (Admins only)

Action:

Change management suggested/FYI