ServiceDesk+ and SupportCenter integration?
Hi
I�m currently reviewing both SD and SC.
Our business requirements actually span both products.
We like SC for its good functions for our customer help desk to address our customer�s needs, but we lack the much appreciated ITIL framework. It also contains a good customer web portal.
SD on the other hand covers most of our internal needs with a good ITIL framework but lacks any possibility to use it for customer support. Our customer support works closely together with the infrastructure team and customer requests often turn into an internal problem or change request. Sometimes the support rep and technician roles overlap.
We have tried to limit scope of departments in relation to request categories (limiting view so that they don�t see internal categories) without success.
If each customer has many requesters, we would have to create a department for each customer if we want them to see all their own requests.
It is important that if a request in SC generates a request/problem or change in SD the status (relationship) should be visible in both products.
We also consider using SD for both customer requests and internal requests. This would require SD to support multiple recipient addresses used for SD.
Also we would need to be able to use different acknowledgement e-mail templates depending on which recipient was used. E.g. if we receive an e-mail to support@company.com we would send an acknowledge e-mail saying �Dear Customer xxx, we have received your request.. and some kind of general footer. If the e-mail was sent to internal.support@company.com we would send acknowledge e-mail saying, �Dear colleague. Bla blab la�.
So my questions are
What options is available concerning integration between SC and SD?
Is it possible to configure SD with multiple e-mail accounts and different e-mail templates.
Is SD at all suitable for facing company customers?
Does anyone in the forum have any integration experience using an �unsupported� methods like e-mail forwarding etc.
//Anders
I�m currently reviewing both SD and SC.
Our business requirements actually span both products.
We like SC for its good functions for our customer help desk to address our customer�s needs, but we lack the much appreciated ITIL framework. It also contains a good customer web portal.
SD on the other hand covers most of our internal needs with a good ITIL framework but lacks any possibility to use it for customer support. Our customer support works closely together with the infrastructure team and customer requests often turn into an internal problem or change request. Sometimes the support rep and technician roles overlap.
We have tried to limit scope of departments in relation to request categories (limiting view so that they don�t see internal categories) without success.
If each customer has many requesters, we would have to create a department for each customer if we want them to see all their own requests.
It is important that if a request in SC generates a request/problem or change in SD the status (relationship) should be visible in both products.
We also consider using SD for both customer requests and internal requests. This would require SD to support multiple recipient addresses used for SD.
Also we would need to be able to use different acknowledgement e-mail templates depending on which recipient was used. E.g. if we receive an e-mail to support@company.com we would send an acknowledge e-mail saying �Dear Customer xxx, we have received your request.. and some kind of general footer. If the e-mail was sent to internal.support@company.com we would send acknowledge e-mail saying, �Dear colleague. Bla blab la�.
So my questions are
What options is available concerning integration between SC and SD?
Is it possible to configure SD with multiple e-mail accounts and different e-mail templates.
Is SD at all suitable for facing company customers?
Does anyone in the forum have any integration experience using an �unsupported� methods like e-mail forwarding etc.
//Anders