Adventnet Using Own Tool for Maintenance Users
When is Adventnet going to use their own tool (ServiceDesk) for use with their maintenance customers? I have requested that you give public access to Adventnet's ServiceDesk system to all maintenance customers so that we could submit, track and correspond with Adventnet all of our outstanding issues just like we do with our own end users. I have yet to see this be put into action. I currently have over 50 requests submitted to Adventnet that I am tracking on our own ServiceDesk system, however it is becoming very cumbersome to due such. Therefore, it would be much simpler if we were able to go to Adventnet's ServiceDesk system and track updates directly specific to our needs on their own ServiceDesk system.
This also would make it worth the maintenance fees. We pay for a maintenance charge which should give us priority over end users who are using either a trial version of the product or the free version. Announcements, fixes and releases should be also then available via Adventnet's ServiceDesk interfaces as opposed to the main website. Right now there is not a whole lot of incentive in purchasing a maintenance fee for the ServiceDesk product (most resolutions can be found in the forums, updates can be downloaded directly from the website, etc).
My recommendation is to start fully using your product with your current "paying" customers just as we use this product with our end users. Provide feedback, announcements, updates, and survey's to your customers to increase your customer support satisfaction. Finally, create a solid solutionbase from all of the topics within the ServiceDesk forums that can be searchable and usable for all customers. As you provide resolutions to your customers, actually publish these within the solutionbase for all customers to refer to. A true knowledgebase would greatly enhance all ServiceDesk customer's ability to find answers to their questions much quicker than sifting through pages upon pages within the forums.
Please take this recommendation into careful consideration before moving into 2007. Thank you.
Justin
This also would make it worth the maintenance fees. We pay for a maintenance charge which should give us priority over end users who are using either a trial version of the product or the free version. Announcements, fixes and releases should be also then available via Adventnet's ServiceDesk interfaces as opposed to the main website. Right now there is not a whole lot of incentive in purchasing a maintenance fee for the ServiceDesk product (most resolutions can be found in the forums, updates can be downloaded directly from the website, etc).
My recommendation is to start fully using your product with your current "paying" customers just as we use this product with our end users. Provide feedback, announcements, updates, and survey's to your customers to increase your customer support satisfaction. Finally, create a solid solutionbase from all of the topics within the ServiceDesk forums that can be searchable and usable for all customers. As you provide resolutions to your customers, actually publish these within the solutionbase for all customers to refer to. A true knowledgebase would greatly enhance all ServiceDesk customer's ability to find answers to their questions much quicker than sifting through pages upon pages within the forums.
Please take this recommendation into careful consideration before moving into 2007. Thank you.
Justin