Service
Help desk
Tickets with response and resolution targets
Requests from customers and colleagues land in one queue, with your own response and resolution targets, assignment and replies.
Open Help desk
Opens in RIO. You will be asked to sign in if you are not already, and you see it when your role allows.
Who uses it
Support teams, IT and internal service desks.
What teams do with it
Customer support
Customers raise requests in their portal, follow the conversation and rate the answer.
Internal IT requests
Colleagues open tickets; agents are assigned and notified.
Hold targets
Set response and resolution targets so the queue shows what is at risk.
Key features
- Ticket queue with assignment
- Response and resolution targets
- Replies with notifications
- Customer ratings
- Customer portal for requests