Today’s employees are mobile — working from home, beaches, and airplanes. Increasing collaboration from one service provider to the next gives your employees flexibility. There’s no need for different incident management protocols per department. You can keep all incident queues clean and easily manage tickets submitted via email, phone calls, service portal, and even walk up.
Automate user service request management from ticket creation, assignment, routing, and escalation.
Use built-in reports (or create your own) to track ticket status, technician performance, and customer support needs.
Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.