Self-Service Portal
Hello everyone!
I am wanting to inquire into everyone's methods for dealing with incident request that are raised via email. As of now our help desk is receiving emails from users that are devoid of a lot of details in regards to their incident. So, our help desk personal need to touch each request, contact the users via phone or email, and then update the ticket with the relevant information needed for the technicians. Unfortunately, not every user can be reached, and the techs do not always update the tickets after resolving the issue (a training issue I know).
Is there a method in which our users could submit a ticket via email, but they are mandated to include certain information (such as a category, terminal ID, ect.)? I know there is a mobile app, but that is only for technicians.
I guess we could always force users to go through the self-service portal to submit tickets but they've never used it before and many of our users will stick to emailing request.
I am wanting to inquire into everyone's methods for dealing with incident request that are raised via email. As of now our help desk is receiving emails from users that are devoid of a lot of details in regards to their incident. So, our help desk personal need to touch each request, contact the users via phone or email, and then update the ticket with the relevant information needed for the technicians. Unfortunately, not every user can be reached, and the techs do not always update the tickets after resolving the issue (a training issue I know).
Is there a method in which our users could submit a ticket via email, but they are mandated to include certain information (such as a category, terminal ID, ect.)? I know there is a mobile app, but that is only for technicians.
I guess we could always force users to go through the self-service portal to submit tickets but they've never used it before and many of our users will stick to emailing request.
*This is cross-posted from the community wall. I was advised to post this here since this forum gets more traffic.*