c360 ITSM

“Manage customer requests for help however they choose to reach out to you."

ITSM - Multi-Channel User Access

Customers may request help by calling you directly, sending an email request, or utilize a customer portal to submit incidents. c360 ITSM exposes multiple access points to the end user, providing choice and facilitating ease of use in reporting incidents. Empower customers to find answers and log their own service issues 24/7 by supporting multi-channel user access. Providing customers anywhere, anytime access cuts down on volume, reduces costs and allows service representatives to focus on incident resolution.

Self Service Desk

The self service arena in c360 ITSM is a full-service portal that can be hosted on any website, internal or external to the organization. Users are able to create, monitor and modify all incidents, including those that were submitted by colleagues. These settings are implemented in a role-based model, enabling administrators to restrict security to individuals or entire roles. The ITSM portal is also completely configurable, with the ability expose or set defaults on any field. This aids in minimizing the number of fields a requester must fill out, while also increasing accuracy of those requests.

Email to Incident

Email is one of the most widely used communication tools for organization today. Users often inundate IT departments with emails regarding incidents, making tracking and accountability difficult. Automatically convert emails into tickets and relieve support representatives from the cost-prohibitive process of handling floods of incoming emails. Users send an email to any designated email address which automatically creates an incident attached to that user and all their information. Pre-configure the incident creation with default values required by your organization. Improve communication and notification with internal and external notifications. This allows service representatives to focus on incident resolution and promotes better communication with the customer that sets their expectations.

Computer Telephony Integration (CTI)

Requests coming through via phone can cost a help desk a lot of time and effort. Commonly, service representatives have to spend valuable time gathering information about the user and their incident. Simplify the process of initiating tickets with a system that integrates your phone system and databases, connecting the caller with related information such as contact information, contracts, SLAs, CIs for the contact and activity history. CTI integration uses a TAPI interface to provide the service representative with the first level of information for the incoming call, opening the contact or account automatically.

Facilitate better ongoing documentation as incidents progress by assuring that activities are created for all incoming and outgoing calls. This is critical as all notes and documentation can contribute to improved resolutions in the future.

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