How to adapt service desk portal to Enterprise?
Read 4 must-have actions that you should take to be prepared for anything and smooth out customer support.
*All actions are possible with Feature Bundle or Issue Merger.
1. Control visibility and access
Controlling the visibility and access of request types is essential for maintaining an organized and efficient ticketing system. By hiding certain request types, customers are guided to the appropriate categories, ensuring their tickets land in the correct queue and are assigned to the right agent.
Hiding and controlling request types visibility minimizes the risk of misplaced tickets, reduces the need for manual redirection, and prevents chaos. Controlling visibility means replacing chaos with a well-structured customer portal.
2. No more !#$% questions!
What’s the most annoying thing about being a service desk agent? What consumes time that could be spent on ticket resolution?
Eliminate questions with customer portal as a knowledge hub. Enhancing the request details view by sharing more information with customers can significantly reduce confusion and repetitive inquiries.
Firstly, issues often contain more data than what’s shown in the standard ticket view, such as SLA, assignee, linked issues, and subtasks. By providing customers with a comprehensive view, including those elements, you can share the full complexity of an incident and improve transparency.
Secondly, you have to inform customers about incidents if you want to avoid their frustration, thousands of questions and also duplicate tickets. In Enterprise instance, informing one customer by one is challenging and time-consuming, and emails may get ignored or due to different time-zones missed.
So, use announcement banners to ensure everyone opening the customer portal sees an incident notice, upcoming maintenance info, or holiday announcement. Highly result-oriented agents mean focus on resolution, not answering questions.
3. Adapt configuration to large-scale organizations
💡 Be prepared for moving request types
Managing configurations in large organizations is a complex and time-consuming task, especially during significant transitions such as moving from a test instance to a production environment. Imagine having to configure all request types from the beginning… Always be prepared to move request types automatically. Luckily, this process can be streamlined by importing and exporting request types so you can set up a new instance quickly.
💡 Be prepared for a ticket flood
Additionally, large-scale organizations benefit from the automatic merging of duplicate issues. Duplicate issues create clutter and confusion, making managing tickets difficult. Auto-merging consolidates these duplicates, providing a single, comprehensive issue view and an issue as a source of truth. Merging one issue with another manually would take too much time, but auto-merging does it without agents’ engagement.
4. Customer actions under control
Scaling in enterprise organizations should prioritize automation and empower customers to take control of specific actions to avoid bottlenecks and optimize agent efficiency. Implementing a self-service portal is a key approach to achieve this, allowing customers to perform actions such as editing requests, escalating issues, or closing tickets themselves (with an obligatory comment explaining why).
Enabling customers to manage some actions independently streamlines and efficiently the workflow. Customers don’t wait, and agents don’t make edits.
By adopting a self-service portal, enterprise organizations can significantly improve their workflow, reduce agent workload, and enhance customer satisfaction through greater autonomy and faster issue resolution.
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Celina Kuziemko - Appsvio
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