Creating, Editing and Searching Service Requests
Take a tour of eHelpDesk as a help desk analyst.
Reporting on Service Requests
Outstanding Giva Support
ITIL Help Desk Analyst Create a Ticket
Interface Designed to Quickly Enter Tickets
Easy to Navigate New Service Request – Data Entry
After customer verification, you can complete the remainder of the request in a few moments. The Giva eHelpDesk Administrator can customise all field drop-down menus and radio buttons. Some fields are optional.
If this is a common request such as a reset password, Giva eHelpDesk has an optional feature called Giva Quick Ticket™ that allows you to predefine in set-up how common requests should be completed in detail. All that is required is to select the appropriate Quick Ticket from the drop-down menu and Giva eHelpDesk will automatically complete all the request fields.
If you do not choose a Quick Ticket, then you can easily open a standard service request since many of the fields can be set-up to pre-load with defaults. For example, the Nature of Request field is linked to the Service Group. As you type in a Nature of Request, Giva eHelpDesk scrolls through the drop-down menu in real-time, searching for the best match. After selecting a Nature of Request, Giva eHelpDesk automatically fills in the Service Group. The list of Assignees includes only those members of the Service Group selected. You can quickly complete any other fields, if they are not set with defaults.
The Problem Description and Nature of Request are the only two fields that are required where a default is not available.
You can quickly access the Giva knowledge base or reports to help resolve the request as it opened. The objective is to resolve the request on the spot. If this is possible, you can enter a problem resolution and close the request. If you cannot resolve the request, you can enter any additional notes that are not part of the Problem Description into the Ticket Resolution History diary. All entries are time and date stamped. When creating a request, pressing "Enter" or clicking "Create" will complete the request and take you back to the Home Page.
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