We’re excited to announce the release of a major upgrade to ServiceDesk, version 2.2. Not only will this give you a whole new interface, but we have also included major enhancements to the way you can manage tickets and scheduling, plus we have simplified time entry, and that’s just the start.
Some of the key benefits of ServiceDesk V2.2 include:
• Improved Ticket Management
We’ve added support for custom views, combined filters, quicker workflow between tickets, automatic refresh, and custom table columns.
• Simple Time Entry
With V2.2 it’s now quicker and easier to start and manage timers on a ticket, ensuring your agents time is not missed in billing or reporting.
• More Powerful Scheduling
ServiceDesk now includes support for custom site visit calendars across individual and team staff.
• Easier Customer Management
We’ve also simplified the management of customers, providing ability to easily manage branding/primary contacts and view tickets.
So, what does this means for your business?
Firstly, you don’t lose billable time and costs, with ServiceDesk your agents can easily enter and track time spent on customer issues, ensuring you can report and bill on that time. Agents can also enter a track fixed costs for hardware, assets or mileage.
On top of this, you can now more effectively manage your field site visits, as ServiceDesk allows you to easily track and manage your agents customer site visits from an easy to use calendar interface, easily track costs and time against field site visits and use this in the invoicing and reporting exports.
Also, you can now resolve issues faster. Provide excellent customer support by manage emails, Remote Management alerts, web support submissions, time and cost tracking all from one web based interface, available anywhere for both your customers and staff.
You can view the preview video here: https://www.youtube.com/watch?v=4ojDzOB1gAw
Let us know what you think
We’d like to know how the enhancements to ServiceDesk are helping you support your clients and streamline admin overheads – please share your thoughts and let us know how we’re doing.
The full release notes are listed below.
Summary of enhancements for ServiceDesk v2.2 release:
NEW: Support ticket filters, ability to create your own ticket filters when viewing your ticket listings
NEW: Ability to save filters as a custom view, allowing you to easily jump back to that list of tickets in future without re-creating the filters and sorting options.
NEW: Ability to sort and order data tables across the UI
NEW: Custom columns for ticket views, show and hide data as required, ability to save this against the ticket view
NEW: Workflow between tickets has been improved for faster management of tickets, easily navigate between tickets
NEW: Auto refresh is available on the ticket listings page, and can be saved against ticket views
NEW: Ability to define the amount of data returned to the listings
NEW: Ticket details offer a condensed and expanded views on the listings
NEW: New capability to run bulk ticket actions across multiple pages
NEW: New documentation available in 2.2, available from the ‘?’ help icon in the top right
NEW: Completely new Scheduling view for Field Service Management
NEW: Update Customer section, revising the layout and display of managing what we previously called ‘Organisations’ to ensure ServiceDesk can better evolve into the further customer management functionality
NEW: Knowledge Base section, consolidating the ‘Staff KB’ and ‘Manage KB” sections into one area where articles can be managed for staff and customers
NEW: Updated Ticket details page, time entry is now easier to use and the data on a ticket can be easily viewed and managed with a cleaner display of ticket information
NEW: Site Visits, ability to create views for specific agents or a team of your staff agents
NEW: Reporting layout enhancements, consolidating Exports and Reports
NEW: Customer Summary, ability to generate a customer summary across multiple customers
NEW: Dashboards for specific users, for both the administrator and tech agent depending on their admin access being enabled
NEW: Integrations page lists our currently supported integration capabilities with QuickBooks, QuickBooks Online and Twitter
NEW: Ability to enable the Twitter functionality on the main navigation, by enabling the integration capability
NEW: Updated translations in 2.2 across the application
NEW: Settings dashboard, making it easier to manage your ServiceDesk setup and configuration
NEW: Enhanced the ‘Time Log’ export to include an ‘external ref’ if QuickBooks is used, this will show the QuickBooks Invoice number
FIX: Corrected statement of work translation issue
The following technical changes have been undertaken:
• Minimised the download overhead of the UI, improving speed
• Layout more responsive across multiple devices and resolutions
• Improved support for modern and upcoming browsers
User Interface Enhancements:
• Ease of use and low adoption overheads has always been a strength for MAX ServiceDesk, now this is even better
• Future-proofing functional growth, without complicating the UI