ServiceDesk Features

These features are unique to the ServiceDesk application. Most of them are centered around the ability to interact with your customers in the most efficient and friendly manner possible.

• Service Portal - The Service Portal lets your customers file cases and track them. It also provides:

• Knowledge Base - A way to publish articles your customers can use
• Community - A way for users to help themselves, that lets an agent quickly create a case from a community post

• Social Channels - All dynamic case management applications let you interact with customers using Email and Web Forms, but ServiceDesk gives you more. Namely:

• Facebook Channel - Interact with customers using a Facebook page
• Twitter and Twitter Search - Interact with customers using Twitter feeds

• SLAs - Service Level Agreements define response and resolution times you are committed to--generally with penalties when those agreements are breached. ServiceDesk lets you

• Email Integration

• Pre-configured Email Templates - When a case comes in on a given channel, the Email Template to use for responses is pre-defined. Any text an agent types is plugged into the template, and the resulting message is sent to the customer.
• Quick Text - The ability to define a block of text and plug it into a message with a mouse click is provided by Quick Text.
• Knowledge Base Integration - Search for knowledge base articles and insert a link into a message, all with the click of the mouse.