Integrated Chat
I know this has been asked in the past, but is there any way you guys can add an integrated chat feature for Service Desk Plus? This would be a huge benefit to all of our technicians and users. I know other Help Desk software companies have added this already. This is a feature that has been requested for years.
Requests and Tasks in the same view
I am trying to find a way to view all my technicians' currently assigned work. Their work may consist of requests assigned to them or tasks assigned to them from an open project. I'd like to see a view that shows both their open requests and open tasks
Custom Fields in Project
It would be helpful to allow for custom fields in projects. Things like priority prioritization, or project #, etc.. could make this a useful tool. The use of Report for project has already been brought up, but seems to be a requirement to me.
A visual countdown for your SLA violations
Do you know about the 45-minute productivity trick? It's a simple rule that's helped me get through mountains of tasks. Well, here's how it works: I usually pick one or two tasks that can be completed in 45 minutes; then I set a 45-minute timer and work with the countdown to complete the tasks. This trick has never failed me because knowing exactly how much time I have left, I can easily adjust my pace and complete my tasks on time. The important thing here is time - knowing exactly how long you
Add Date Filter Criteria in Custom Reports
We need to be able to run reports based on date fields less than, greater than, etc. compared to a dynamic date (ex. current date). The Data Filter options does not have Less Than, Greater Than options but Advanced Filter does. Advanced Filter does not
AI and ML: The ultimate solution to IT’s greatest challenges [Free e-book]
Hi there, Repetitive incidents, outages, and security gaps often drain your team's productivity. But what if you could establish a proactive ITSM landscape where AI and ML proactively predict, prevent, and resolve issues before they strike? Our new e-book
[Analytics Plus webinar] How analytics-driven IT service management improves employee productivity
Hello folks, We're back with an insightful new webinar on how analytics-driven IT service management can improve employee productivity . Date and time: April 27, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? When faced with a plethora of
[SDF-87697] How to create a report from Service Templates and Business Rules
HI Friends I need to create report from Service Templates to find out that which business rules are related to which templates. in fact, I need to find out that which templates has been set as criteria in Business rules. I found this tables: requesttemplate_list
Query to get Request Ageing info.
Version : 14304 DB : PGSQL OUTPUT: SELECT LONGTODATE(wo.CREATEDTIME) AS "Created Time", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", wo.TITLE AS "Subject", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status", cd.CATEGORYNAME
[SDF-22422] Scheduled Reports - Admin Control
Hi there, As admin, I don't seem to have the ability to amend schedules for reports that have been created by another user. It's odd not to have the ability to change this as admin. If that user leaves the business the schedule will continue to exist and not be editable for me. Is there any way around this? Thanks, Dave
New and Resolved Ticket Dashboard?
I'd like a dashboard (not a report I manually run) that my boss could pull up at any time and view the total number of opened and resolved/closed tickets. Currently the dashboard only shows closed tickets, which is pretty discouraging when you resolve 15 tickets in a day and have to wait a few weeks for them to be marked as closed. Is there a dashboard like this already? Or an easy way to make an automated report? (I'm cool with using APIs if needed, but would prefer something built-in)
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
IT analytics in 90 seconds: Why averages don't give you the full picture
A combination of average values and standard deviation helps you spot irregularities in help desk operations. Sign up for a personalized demo.
IT analytics in 90 seconds: Technician leaderboard
Motivate your help desk technicians to perform better using the technician leaderboard in Analytics Plus. Click the button below to sign up for a personalized demo.
Understanding the impact of assignment time on your ticket resolution time.
Many factors contribute to help desk tickets not getting resolved within the SLA time frame. One of them is the time taken to assign tickets to technicians. Any delay in assignment time adds to the ticket resolution time. The best way to check the impact of delayed assignment on ticket resolution time is using reports that show the assignment time of tickets from various priorities. Since higher priority tickets have stringent SLAs, it is important to make sure these tickets are not spending too
Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self
[Free e-book] Get started on AIOps without spending the big bucks
Hi there, Is your IT drowning in siloed tools, sluggish responses, and constant firefighting? It's time to break that vicious cycle and expedite IT outcomes with AIOps. Download our latest e-book and discover how analytics-driven AIOps eliminates silos,
IT analytics in 90 seconds: Ensure customer retention through first call resolutions
Boost customer satisfaction by tracking first call resolution (FCR) rates in your help desk using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Webinar recording] How to implement continual service improvement in your help desk - Part III - Service delivery
In case you missed the final part of the three-part webinar series on how to implementing CSI in your help desk, here's the recording. Recording of part I: https://goo.gl/CpRSBR Recording of part II: https://goo.gl/ukVxhh To download a free 30-day trial of Analytics Plus, click the button below.
IT analytics in 90 seconds: Track the efficiency of your knowledge base
Understand how efficient your knowledge base articles and solutions are with the Solution Effectiveness report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
[Webinar recording] How to manage IT projects like a pro using analytics
In case you missed our webinar 'how to manage IT projects like a pro using analytics', here's a recording of the session. If you aren't already using Analytics Plus, click here to get started with a free, 30-day trial.
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue. For example, requests parked in on-hold
Technician performance: Finding the right balance
Zero open requests! Every IT manager would love for their managerial dashboard to tell them that there are zero open requests remaining at the end of the day. But this preoccupation with zero prevents managers from evaluating technicians fairly, often driving techs to resolve more and more requests quickly. I recently came across a help desk run by a healthcare firm that was able to close 50 requests per day with just 10 technicians. Now compare this with a software firm that has the same number
[Free webinar] How analytics for change management process can save you millions
Hey there! We're back with yet another webinar on change management. What it's about: To keep up with the cycle of disruptive technological changes, IT organizations need to have a robust change management and implementation process in place. Because, the alternative—not having one in place or having a poorly managed one—has proven to be costly and chaotic for businesses. Join for us a free webinar on How analytics for change management process can save you millions, to learn how analytics
IT analytics in 90 seconds: First response time
Learn why a quick first response to tickets is important and how you can efficiently track first response time using analytics. Download a free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
[Webinar recording] How to implement continual service improvement in your help desk - Part II - SLA compliance
Here’s a recording of the second part of the three-part webinar series on implementing continual service improvement in your help desk using analytics. To register for part III of this webinar series, click the button below. Click here to view the recording of part I of the webinar series.
IT analytics in 90 seconds: Keyword cloud report
The keyword cloud report gives help desk managers a glimpse at areas that need their attention. Click the button below download a 30-day free trial of Analytics Plus. To download ServiceDesk Plus, click here.
Decoding pending help desk tickets using Analytics Plus
Tickets in any status other than 'closed' can be categorized as "pending". These include unassigned, on-hold, and open tickets that are being worked upon by technicians. Pending tickets are a little complex to understand because each help desk has its own way of categorizing them. A classic example is marking tickets as 'resolved' and not 'closed' after answering the customers' question. Some help desks follow this practice to ensure that the customer is completely satisfied with the technician's
IT analytics in 90 seconds: Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with your free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
IT analytics in 90 seconds: Request reopens
IT analytics in 90 seconds: Request reopen rate is one of the most overlooked metrics. Learn why it’s important to keep track of it.
Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture. To illustrate why you need to track
Ticket reopen rate: The metric that you're probably not tracking
Reopened tickets are a matter of serious concern for help desk managers because it can mess up technicians' current work schedule and put them under additional pressure. They also negatively impact daily resolution target and pose serious threats to SLA compliance. Which is why it's important for help desk staff to closely monitor reopened tickets and keep the numbers in check. However, looking at the number of reopened tickets alone will not give you the full picture. To understand its true scale
Ticket burn rate and the art of help desk planning
Ticket burn rate is the percentage of tickets resolved as compared to the total incoming tickets for a given month. You can tweak this report to give you weekly stats as well. There are a variety of situations where the burn rate report is helpful. One such scenario is when you have to make staffing decisions. A burn rate of above 80% shows that your technicians are able to resolve most of the requests within the same month. Anything below 80% is an indicator that your helpdesk may need more hands.
Sort descending or ascending in reports
For example, I would like to sort a list of projects by descending priority (showing 99 on top and 01 at the bottom). Right now I can choose to sort by Priority, but the default is ascending. This applies to many other scenarios
Report Feature Requests
1) Ability to alphabetize/sort the Report Folder List 2) Ability to make nested folders 3) Granularity in security permissions to view/edit/create/delete to the report folder level 4) Ability for the filtering to be customized and run by technicians who do not have the ability to edit the reports. Minimally it would be nice if date ranges could be set without requiring report editing permissions Under the current model too many people require reporting editing permissions-- if its this open you end
Customising colours in graphs
Hi we currently generate a custom report that shows a table of all requests assigned to a group, with a summary stacked bar graph showing the status of requesters tickets e.g. Bob has 2 open, 10 closed etc. This is showing the responsiveness of a high priority project. It would be good to be able to change the colours on the bar graph. They currently show red for closed tickets but to us it should be green or at least gray. It is good to deal with tickets and have them resolved! Red means bad or
First response time violated issue
We are facing a problem that some of the requests created is showing first response time violated message. I know this depends on the SLA timings set. But my question is that what should I do in the request to avoid this problem. Actually there is no field in the template to enter the response time. Please help me. 8123 is the version.
Save Report As function after editing a currently existing Report
I find it odd that after running a report, you can "Save As" the report to essentially create a new one; however why is it that you cannot use the "Save As" function if you edit the existing report and run it. After editing a currently existing report, you are only able to override "Save" the report. You cannot save it as a new report.
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