The most recent content from our members.
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…
After watching some videos on SWSD I saw that it is recommended that you put incidents into "Resolved" status once the work is done, and then change it to "Closed" once the the end user verifies that the solution worked properly. With this in mind, it would be nice if there was a way to automatically change the status from…
There is not proactive way to be notified of a dissatisfied CSAT being logged. There is the dashboard widget and filters, but that then means having to actively look out for these. Often by the time that this is noticed the moment has passed and maybe not worth while for the ITSM to contact the requester 2 weeks later. So…
We created a custom survey and would like standard reporting for CSAT scores. 1) number of surveys per total incidents over a given time period. 2) count of service quality (5 star rating) - how many CSAT were 5, 4, 3, 2, 1 along with the comment field by rating. We currently are downloading the information and then doing…
When utilizing the custom survey option, the customer is sent the link in email. This sends them to the SWSD and requires a login. The least amount of extra clicks as possible would be beneficial in getting our customers to complete the survey.
A key metric for any Service Desk is to track the number of times an incident or request is reassigned. This is an indication of having the right assignments, is a metric to judge training of Agents, Knowledge Base Articles and to ensure you limit user frustration. This would also be a metric to track First Call Resolution…
We have multiple departments using SWSD, so our overall CSAT score covers multiple departments. It would be nice to be able to have the CSAT Widget show the CSAT of a specific department by filtering the CSAT for only tickets assigned to that group. It is currently possible to filter CSAT this way in the reports, but not…
Add the capability to send CSAT surveys based on specific categories + subcategories of the incident.
We have discovered that in some instances our end users are accidently making the incorrect selection when responding to and submitting Customer Satisfaction Surveys (selecting Dissatisfied in error instead of Satisfied). This seems like a minor mishap, however these do in fact impact the Service Desk Agent's metrics, and…
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