[ForYourInformation -2]: Now you can Broadcast messages to particular group or site
In older builds we had limitations only to broadcast message either to "All Technicians" or "Logged-in Technicians" we all know how difficult it was to restrict the broad message to a specific set of people, now we can restrict the important message to a specific group of technicians or specific site technicians in just a click.
This new enhancements in "Broadcast Message" feature is available from Build 10503 (reference id SDF-69242)
How to Broadcast the message to a specific group of technicians
- Login ServiceDesk as technician, Quick actions -> Communication -> Broadcast Message
- Now select the specific group and its site.
A popup message appears for the logged-in technicians from the "Ticket coordinators" group.
The offline technicians from the "Ticket Coordinators" group will receive the message queued under the notifications icon.
Sample Scenario: Zylker BPO industry provides the technical support for Stealth Smart Watches, they have branches in Toronto, Belgium, and Chennai. A recent cyclone had impacted the internet connection in the Chennai facility, they will be down for a day. The tool admin needs to convey this information to the "Ticket coordinators" group, using the Broadcast feature in Service Desk, the tool admin can send an immediate message to the "Ticket coordinators" group about the incident so that they could route the incoming tickets and calls to other sites.