[DidYouKnow -4] Self-service portal and knowledgebase
Hello folks,
This time I'm here with yet another tip that will enable you to utilize ServiceDesk Plus optimally.
The same incidents\questions, reappearing time and time again. Sound familiar?
Responding to the same question over and over again is a huge waste of time and resource. How do you overcome this redundancy and free up your users to spend more time on higher-value tasks?
One of the easiest ways is to choose a system that empowers your users. Ask yourself, does the system have:
-- A self-service web portal?
-- A searchable knowledge base?
These provide three major benefits to the users:
- Find quick answers to trivial questions, at any time
- Technician communication within the portal
- Fewer tickets to deal with
Automatic suggestions:
That's not all. When a user wants to submit a ticket and enters the subject we automatically pull suggestions with similar articles from the solutions (knowledge base). Answer a question once, publish it to the knowledge base, never answer it again.
Additional bonus: Take this functionality inside your organization. Look for the ability to set public and private access inside the knowledge base.
For example, you might only want to make certain training articles open for technicians\admins, not the requesters. Basically, your knowledge base doubles as an internal wiki.
Additionally, technicians can publish Announcements company-wide or just to the technicians group.
Let's assume, an announcement has been made on ServiceDesk Plus about firmware upgrades for routers and wireless network would be down for a couple of hours, requesters fail to notice this announcement.
When requesters type in a word in the request title that matches a keyword in the announcement, it would also be listed as a suggestion which would help averting the request submission.
Refer to the below article to know more about announcements,