With the IT Service Management app you are able to gain insight into the ticket process everywhere. This self-service app gives customers the option to submit a ticket and to monitor the status of the ticket. The advantage here is that the costs of handling tickets will decrease and the customer will get a better insight into the handling of his ticket.
The ITSM app has the following functionalities:
• Creating a new ticket
• Adding text and attachments to an existing ticket
• Efficiently answering questions from the service desk
• Escalation functionality for the customer
• Possibility to create a new ticket from the history
Customers register tickets easily and quickly
Customers take a picture of the error message, give a short description and submit the ticket. When the ticket is more complex, customers can provide a more detailed description. Your customers have direct insight into all outstanding tickets in the app. You can divide your customers' employees into two groups: a user and a supervisor. The difference between the two is that the supervisor sees all your customer's tickets, while the user only sees his created tickets in the app.
Status tickets
In the tickets overview your customers can immediately see the status of the ticket. Customers are able to filter for example on the status of the ticket. A handy functionality to quickly view questions between your service desk and your customer. When your service desk asks customers questions, customers want a quick answer. After all, they want the ticket to be resolved as quickly as possible. Your customers can act on status in the app, for example "waiting for customer". Based on this they can quickly see if they still have to answer questions. After saving the answer, this ticket will get a different status so that your service desk employee sees that the ticket has been enriched with information. In this way, your customers and your service desk work together more efficiently to resolve the ticket. It is also possible to call directly from the ticket to the service desk or send an email.
Escalation
It can happen that your customers have the experience that the resolution time of a ticket is too long. In the app, customers are able to escalate the ticket. Your service desk sees that the ticket has escalated and can contact the customer directly.
The ITSM app has the following functionalities:
• Creating a new ticket
• Adding text and attachments to an existing ticket
• Efficiently answering questions from the service desk
• Escalation functionality for the customer
• Possibility to create a new ticket from the history
Customers register tickets easily and quickly
Customers take a picture of the error message, give a short description and submit the ticket. When the ticket is more complex, customers can provide a more detailed description. Your customers have direct insight into all outstanding tickets in the app. You can divide your customers' employees into two groups: a user and a supervisor. The difference between the two is that the supervisor sees all your customer's tickets, while the user only sees his created tickets in the app.
Status tickets
In the tickets overview your customers can immediately see the status of the ticket. Customers are able to filter for example on the status of the ticket. A handy functionality to quickly view questions between your service desk and your customer. When your service desk asks customers questions, customers want a quick answer. After all, they want the ticket to be resolved as quickly as possible. Your customers can act on status in the app, for example "waiting for customer". Based on this they can quickly see if they still have to answer questions. After saving the answer, this ticket will get a different status so that your service desk employee sees that the ticket has been enriched with information. In this way, your customers and your service desk work together more efficiently to resolve the ticket. It is also possible to call directly from the ticket to the service desk or send an email.
Escalation
It can happen that your customers have the experience that the resolution time of a ticket is too long. In the app, customers are able to escalate the ticket. Your service desk sees that the ticket has escalated and can contact the customer directly.
Show More
