Optimize service desk operations to help IT teams prioritize high-value users, resolve incidents faster through email and comments, manage service request lifecycles, and gain comprehensive insights through console enhancements.
- Proactively Identify and Communicate Customer Issues by Connecting Your Customer Service and IT Service
Connect IT Service Management and Customer Service Management to close the visibility gap between customer service and IT teams with Proactive Customer Operations. Give your service reps the information they need to handle customer-impacting incidents and planned changes before customers report them. Link customer cases to the underlying incident with AI-powered suggestions from the Service Assistant, and for any incident or change request, automatically identify impacted accounts, assets, and customers using Configuration Management Database (CMDB) data. Keep your customers informed with broadcast updates, cutting inbound ticket volume and shifting support from reactive break-fix to proactive engagement. - Improve Incident Communication with Ticket Comments
Communicate clearly on incidents and service requests by using dedicated ticket comments. Separate deliberate human updates from system-generated activity, providing a clean resolution narrative for AI agents, requesters, auditors, and IT reps. Comments support rich text formatting, file attachments, visibility controls, and single-level threading. - Enhance Email-to-Incident with Rich Content, Templates, and Error Handling
Create and respond to incidents via email with enterprise-grade features including rich HTML support, email templates with merge fields, automatic draft saving, scheduled sending, and intelligent error handling. These enhancements reduce manual work and help IT teams with reliable incident resolution even during high-volume periods or system issues. - Accelerate Support for VIP Employees with Automatic Entitlement Assignment
Ensure high-priority employees such as VIPs receive faster support by automatically assigning entitlements to incidents reported by them. A flow checks the reporting employee's service management privileges and applies the appropriate entitlement to the incident. If the reporting employee has a service management privilege tagged as VIP, the entitlement allows faster SLA response and resolution times for your most important users. - Simplify Incident Ownership with Streamlined Assignment Fields
Reduce confusion and simplify incident assignment by using a clear ownership model. Use the Incident Owner field for individual ownership and the Assigned Group field for group ownership. Additionally, the Assigned Group field now accepts only public groups, not queues, maintaining a clear distinction between queue-based routing via Incident Owner and team-based work assignments via Assigned Group. - Improve Service Desk Visibility with Console Enhancements
Gain better visibility into cross-process relationships and standardized risk assessment with key console improvements. Link cases and service requests to incidents, problems, and change requests for 360-degree customer views. Compare change risk consistently with a normalized risk score, calculated from historical data and change characteristics, on a 1-100 scale so that you can prioritize and compare changes on equal footing. - Analyze Field History with Reporting and Audit Trails on IT Service Records
Create reports for objects such as Incident History, Service Request History, Problem History, Change Request History, or Release History to audit field changes. Create custom reports on these objects to demonstrate compliance with internal and regulatory requirements and to pinpoint where tickets stall so that you can improve your service processes. - Route Service Requests to the Right Reps by Using Omni-Channel
Reduce wait times by automatically routing service requests to the most suitable and available service reps. Each request reaches a rep with the right skills and capacity for faster resolution. Use the guided setup assistant to configure Omni-Channel for service requests in a few clicks. Define queues, add service representatives, and configure routing and presence settings easily. - Manage Service Request Lifecycles by Using Stage Transitions
Give service teams full visibility and control over service request lifecycles. Each request moves through defined stages with its own tasks, transitions, and approvals to make sure that every request follows a consistent, structured process. - Guide IT Reps with Process Steps and Employee Context on Service Requests
Help your IT service reps follow the fulfillment lifecycle by adding the visual Path component to show clear steps and status requirements on Service Request records. The Employee Profile Card displays requestor details in the sidebar, giving teams a unified view of both the process and the person. - Monitor Service Operations with Dynamic Dashboards for IT Service
Configure role-based dashboards that automatically show users only the data they have access to. Quickly configure dashboards for IT managers to monitor trends, SLA compliance, and team performance across incidents, problems, changes, and releases. Configure fulfiller dashboards so IT reps can track their assigned work, priorities, and resolution progress. Add operational or personalized fulfiller views to the home page of the Agentic IT Service Desk app for quick access to key metrics. - Gain Executive Visibility with IT Leader Dashboard Metrics
Track critical IT service performance with the IT Leader Dashboard. View comprehensive metrics across incident management, change management, and CMDB operations in a unified executive view. Make informed decisions about resource and service improvement initiatives based on real-time operational data.