SERVICE DESK FEATURES
Messaging
Share announcements about your services with team members and customers.
HOW IT HELPS
Get everything in writing.
When you provide support, it’s smart to keep a record of what he said or she said. In Service Desk, every message and comment is stored in their associated service or incident for you to view. That way, nothing slips between the cracks, and you have clear documentation of your communication with customers.
WHAT YOU CAN DO
Publish a message. Add a comment.
When there’s an update or issue with one of your services, you can easily let everyone know by posting a message. You can publish these internally to just your team or externally to the customer portal. People can then comment on the post to share feedback or ask questions, and you can reply back just as easily.
FOR YOUR CUSTOMERS
Seamless communication.
Your online support portal is a hub where customers can talk with your team. Service Desk incorporates messaging into every incident record, so the conversation stays in the context of the help request. And whatever service announcements you make appear immediately in the portal for customers to see.
USEFUL TO KNOW
Change things up.
Mistype a word? Have new information to add? You can easily edit your messages in Service Desk. Customers can do the same with their comments, but they have a 15-minute window to get their edits in or delete it entirely.
Set up an easy-to-use portal where customers can create tickets, track progress and provide feedback.
