January 2012 – Adaris rolled out Novell Service Desk to enable closer customer communication, more customer involvement and interactions! Our staff has been using Novell Service Desk since late last summer to log Service Requests and Incidents, which already took a major load off of the support tracking process, and now we have enabled even more collaborative features so that our customers can open their own tickets and follow-up their progress. Thus far, our clients are thrilled; this gives them a more active role in our partnership and better visibility into the resolution of any technical issues.
Adaris customers now have three options for opening tickets with our technical team:
- They can call in and our technician will open the ticket for them
- They can email a dedicated support email address and a ticket will automatically be created
- They can login to the Novell Service Desk portal and open and manage their own tickets
Novell Service Desk is entirely web-based and works with any browser on any platform. This allows our technicians to respond to and follow-up on their tickets from anywhere, even from their iPhones using the iOS mobile app! All communications with customers are handled by Novell Service Desk; when a technician adds a note to a ticket, it is emailed to the customer. He or she can simply respond to the email and their response gets added back as a note to the existing ticket. This ensures that the entire history of communications with the customer is stored in the ticket, making it easier for another technician to pick up the ticket and know what has been done and follow through.
Alternatively, customers can login into the Novell Service Desk portal and manage tickets there: open and close service requests & incidents, add notes and comments to existing tickets, upload attachments such as screen shots or log files, and get the status of the tickets.
Novell Service Desk is based entirely on ITIL processes making it a very solid foundation to streamline and automate IT services on! In addition to providing better communications with our customers, the team at Adaris is also implementing Change Management processes in order to better serve them. Our staff is now using Novell Service Desk to plan, execute and track changes in our customers’ networks, ensuring that all changes are handled effectively.
In the continual quest to improve our service response times and delivery, Novell Service Desk is a critical component towards achieving our goals through better and more collaborative service delivery to our clients.
For more information on the product, please visit the Novell Service Desk page, or contact us for a demo and more information.
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