Communications Management
View More InfraDesk ITIL Service Desk Modules
InfraDesk enables you and your team to communicate with internal and external
customers via web submittals, email and phone. Communications Management in
InfraDesk provides a very consistent and professional mode of messaging from
your Service Desk to your end users and customers.
The bi-directional email
engine allows end users to submit and manage tickets
while also keeping them up to date with status
updates and closure notifications which means your
customers can use the communication method of their
choice while your team is kept in the loop of
modifications and updates at all times.
Communications between the support team, requester
and other stakeholders in the ticket are made easy
with the use of templates. These unique templates
allow for easy and accelerated communication to the
individual specified and is based on permissions
which means you are always in control of who sees
what and when in regards to ticket content.
Features:
- Bi-directional email correspondence integration
- Ability for end user to update ticket by replying to
email
- Add Ticket Note directly from email
- Analyst can add Note from email hidden from users
- Option to email client when they update the ticket
- Option to send Email Notifications on Ticket Updates
- Carbon Copy (CC) and/or Blind Copy (BCC) available on
emails generated from the system
- Search and review all email correspondence processed
throughout the help desk without going into each ticket
- Create custom response email templates (for ticket
received, closed, updated, assigned, etc.)
