How to define the easy to use Incident Properties.
Setting up the Incident Management Views
New Incident creation process
Managing the Operations within an incident
Search and Advance Search/creating custom filters
Setting up the Email queue and SMTP Management
Incident Management Part2
What is Help Desk SLA – Service Level Agreements?
Adding Schedules and SLA’s
Configuring the Workflow & Escalations rules
Setting up Staff Alerts and Notifications
Defining the Round Robin rules – Ticket auto assignment
Incident Management Part3
Help desk Time Tracking / Time based billing for Incident Management.
Scheduling Incidents
Macro Rules
Custom Email Templates
Staff & Client Management & Help Desk Gamification
Managing Organisations
Managing Clients
Managing Sub Contacts
Staff Management
Team Management
Staff Role Management
Admin Access Rights
Help Desk Gamification
Knowledge-base, Forums, Tasks, Blabs and Drive
Solutions / Knowledge base
Community Forums
Task Management
Blabs (Staff Collaboration)
Drive File Management
Help Desk Billing Management – Time & Ticket Based Billing
Types of Billing – Prepaid and Postpaid
Incident based and Time based.
Automation in the Billing Process.
Managing the Billing related settings.
Configuring the payment gateways and taxation rules.
Help Desk Form Builder, Customer Satisfaction & Survey
Custom fields
Customer Satisfaction
Survey
Widget
Form builder
Service Level Agreement (SLA) & Escalation in Help Desk
Best ways to define Service Level Agreement SLA plans and Auto ticket escalations rules using workflow automation.
Case studies on different SLA plans
Help Desk Workflow Automation & Case studies
As your customers increase it becomes difficult to handle them using conventional customer service methods. Here the use of automation in customer service will help you to improve efficiency and reduce issue resolution time. Workflow Module is where the automation rules are defined in Vision Helpdesk.
ITIL Problem Management
What is Problem Management?
How can a staff add a new Problem request?
Inside of a Problem request.
Stages in solving a Problem request.
Linking a Problem with CI, Incident, Change, Task.
ITIL Automation for Problem Management.
Customised Reports for Problem Management.
ITIL Change Management
What is Change Management?
How can a staff add a Change request?
Inside of a Change request.
Stages in solving a Change request.
Linking a Change with CI, Incident, Problem, Task.
Using the Dashboard and Calendar for Change Management.
ITIL Automation for Change Management.
Customised Reports for Change Management.
ITIL Release Management
What is Release Management?
How to add a Release Request?
Inside of a Release request.
Using the Dashboard and Calendar for Release Management.
