Web SelfService

Web-based customer support

IT organisations are under increased pressure to maintain service levels without adding headcount. Introducing a web self service is one of the most effective ways to reduce the load on the service desk and provide a faster and more convenient service to customers.

Supportworks offers two levels of web self service:

Customer Portal with Supportworks ITSM Enterprise

The Customer Portal within Supportworks ITSM Enterprise enables customers to submit enquiries, track the progress of requests and view information that may help them diagnose and resolve issues themselves. The intuitive web portal also serves as the gateway to the Service Catalog, enabling customers to view and subscribe to the services they need.

• Advanced web self service offering
• Intuitive user interface
• Includes a range of functionality which enables customers to access the Service Catalog, Authorisations, Knowledgebase and track the progress of service requests
• SelfService Wizards improve the accuracy of information collected when a customer requests a service
• Reduces the volume of calls to the service desk and improves the effectiveness of service desk teams, increasing customer satisfaction
• Provides out of hours service desk support
• For service desks using Supportworks ITSM Enterprise

Web SelfService with Supportworks ITSM Foundations

The Web SelfService option for Supportworks helps reduce the load on service desks by offering direct access to frequently asked questions and simple enquiries about open requests via a self-help web portal.

• Enables web based self service
• Intuitive user interface
• Customers can raise requests and review Frequently Asked Questions in the Knowledgebase
• Reduces the volume of calls to the service desk, allowing teams to focus on more complex requests
• Provides out of hours service desk support
• For service desks using Supportworks ITSM Foundations