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The ability to assign multiple Service Agents to a Service Request or Incident so that for example if there is a request submitted to Estates that includes IT needs that an Estates service agent and an IT agent to that ticket if you are using ESM
We are concerned that requesters that use the chat feature may get ignored. Our tech team is taking turns to make themselves available for chat but we'd like to have some kind of visibility to see who is currently available in real time as it's easy to forget to change the pill bar to make yourself available or not.
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