Self-Service Portal
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The Self-Service Portal provides end-users with the ability to log requests and track progress in real-time.
The Portal also allows the end user to search the knowledge base for solutions and self-help guides to resolve their issue(s)
without contacting the support team.
Features:
- 100% Web-based interface for end users
- Users have the ability to search within an integrated knowledge base from the portal and cut down on overall Service Desk costs
- End users are able to create and manage their requests from the portal
- Service Catalog templates are extended to End users for simple and efficient ticket creation and routing
- End users can check the latest status on their tickets and provide new updates to
existing tickets
- Access to Frequently Asked Questions (FAQs)
- Self Service Portal allows Analysts to alert users to system down time or known issues on the home page
- Outstanding Approvals for the logged in user gives executives instant access and view into change requests planned within the organization.
- Role based content can be published to End Users for various modules such as Knowledge Management, Service Catalog items, FAQ, News and Known Outages
- Supports the concept of "Super User" allowing certain individuals to see their own tickets as well as tickets for their organization
- End Users can identify their impacted assets or Configuration Items while creating tickets
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Testimonials
" Customer service is vital to our business and InteQ's InfraDesk solution gives us the ability to track, communicate and resolve issues quickly. InfraDesk's features enable our clients to quickly and easily notify us of a request, prioritize it and be notified immediately of its status. By leveraging InfraDesk's workflow capability and searchable knowledge base, our team is continuing to reduce the amount of time required to address requests, increasing system availability and ultimately increasing overall customer satisfaction.
"
Peter Borans
COO
Sceptre |
