Phase 2 Release of Transition to Amazon Simple Email Services (SES)
As Phase 2 of the transition to Amazon Simple Email Services (SES) goes live, SolarWinds Service Desk is introducing enhanced email customization options for customers who authenticate their domains. This change improves email reliability, security, and branding consistency by ensuring emails sent from your service desk appear more professional and align with your organization's domain. If your domain is authenticated, you can now fully customize reply-to addresses, personalize email names and addresses, and even manage multiple domains—giving your IT team greater flexibility in communication with end users.
If you haven’t authenticated your domain yet, you still have access to personalized email names, but other advanced customization features will remain unavailable. Additionally, if you previously set up a reply-to email address that wasn’t a samanage.com domain but didn’t authenticate in Phase 1, your reply address has now defaulted back to your account’s system address.
To regain access to these features and ensure a seamless experience for your end users, we recommend authenticating your domain in SWSD as soon as possible. Please see Email Settings to complete this process. If you need assistance, our support team is available to help.
Turn Customer Feedback into Action with Automated Satisfaction Survey Workflows
ITSM teams often struggle to keep up with an overwhelming number of tickets and other communications, often resulting in an inability to efficiently respond to customer satisfaction feedback which can lead to unresolved issues or reduced service quality. Automations for satisfaction surveys feature helps eliminate the need for manual tracking, allowing organizations to reopen, update, or create incidents based on customer feedback, improving service efficiency.
Additionally, managers can set up automated notifications, tagging, and workflow adjustments when a survey response meets specific criteria, such as low ratings or negative comments. By integrating satisfaction survey fields into automation rules, organizations can streamline feedback management, enhance service quality, and proactively address customer concerns.
This feature is part of the automation functionality, which is available for Advanced and Premier plans. See more at Satisfaction Surveys.
Smarter, More Flexible AI Assistance with User Experience Enhancements
The first UX enhancement in this release ensures agents always receive the most relevant suggested solutions and draft responses by automatically regenerating them when key ticket details or category change. By eliminating outdated or irrelevant suggestions, it improves the accuracy and efficiency of ticket resolution, reducing the need for manual edits. The automatic update streamlines workflows, helping agents respond faster while maintaining high-quality service. Additionally, the timestamp indication provides transparency, ensuring agents are aware of the latest updates before finalizing their responses. To learn more, see Gen AI Suggested Solutions.
Additionally, there is a UX enhancement to empower agents by allowing them to seamlessly combine manual input with AI-generated suggestions, ensuring greater flexibility and control over their responses. By enabling SolarWinds AI generative suggestions even after manual input, agents can refine their summaries without losing their initial work, improving efficiency and reducing frustration. Additionally, dynamically regenerating suggestions without interrupting workflow enhances usability, leading to more accurate, contextually relevant resolutions. Over time, this refinement process contributes to better AI-generated responses, ultimately improving agent expertise and customer satisfaction. See Gen AI Settings for more.
Note: These enhancements are available as part of SolarWinds AI, which is available to customers on the Premier tier.
Read the full release notes here
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