Creating, Editing and Searching Service Requests
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Reporting on Service Requests
Outstanding Giva Support
ITIL Help Desk Analyst Major Outage Tickets
Link Related Tickets to One Another for Simultaneous Updating
Major Outage – New Service Request
When a major outage occurs, the Help Desk needs all the "help" it can get. That is why Giva created the Tsunami Ticket&trade. When you receive a new call about an outage or you see a Marquee Message relating to an outage you can create a request in seconds and then continue to add new customers to that request very quickly. When viewing a customer profile, check "Make this ticket a New Tsunami event." When you receive a related call and you are creating a ticket, click on "Add to existing Tsunami" (or the "ADD TO TSUNAMI" link next to the appropriate Tsunami alert at the top), and then select the relevant Tsunami Ticket that this new ticket should be linked to. A duplicate of the original request will be created with the new customer's name. If any changes are made in one request, then they are made in all requests.
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