Most frequent requests
One of the most important factors in increasing the adoption rate of a Self-Service Portal is providing the customer an easier method of raising tickets than the conventional means of email or phone.
Often a large percentage of the IT departments tickets is made up of a small percentage of request types: access to a widely used application, folder access, mailbox access etc. By providing users access to the most common request types, you can cut down on the time a customer needs to spend logging a ticket providing a higher chance of Self-Service Portal adoption and an all round better user experience.
As the Most Frequent Requests are data driven you can change the options available based on current trends: Most popular requests this week, most popular requests this month or even currently open Problems/Known Errors/Major Incidents. The easier you can make your Self-Service Portal to use, the more your customers will use it.
- Available for On-Premise or SaaS
- Entirely data driven
- Extends on the out of the box content for Self-Service navigation
For MSP customers, the option can be turned on and off depending on the customer and each customer can have their own most frequent requests list
Implements directly with existing Service Catalogue
Mirrors the look/feel of the existing portal configuration
Increased Self-Service Portal adoption/satisfaction
Better user experience
Reduces need to search across the entire Service Catalogue
Positive impact on an organization’s productivity and IT customer satisfaction
Quicker access to more frequently used requests, saving valuable time across business resources
Allows you to promote new request types and/or new features of the portal
Images/Description are used to help guide the customer to the correct classification
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