Guide to the Basics
In this section under Setup, you can personalize your service desk. This section will allow you to customize your service desk so that it aligns with your own service desk processes. You will find many ways to tailor your service desk from customizable incident state names to changing the default priority for incidents.
Enter Service Desk Name
This function allows you to enter a Service Desk name for your company. This name is used in the “From” field in email notifications and in the service portal.
Custom Incident States
Here you can rename system states or create new custom states. You also have the option to change the order in which they appear in the drop down menu for incidents. Additionally you can determine if the custom states are affected by the SLA rules by checking the “Apply SLA” box next to each state.
You can check this box if you want Samanage to automatically generate Service Tags. You can also enable the Tag Cloud widget on the dashboard which will show you how often you’re receiving incidents based on your tag list.
Close Inactive Resolved Incidents
This feature allows you to select a duration after which inactive incidents will be moved from Resolved state to Closed.
*An incident is considered inactive when it has no new comments and no changes are made to the incident.
Reopen Resolved/Closed Incidents
This feature allows you to reopen any closed or resolved incidents when a new comment is made by the end-user either via the portal or email.
This feature allows you to set the default priority for new Service Desk items. You are able to adjust the default priority to Low, Medium, High, or Critical.
This feature allows you to order comments from newest to oldest. By disabling this option, you can show comments on incidents from oldest to newest.
Customer Satisfaction Surveys
The Customer Satisfaction Survey feature will enable you to send satisfaction surveys to your users once an incident is resolved. The satisfaction survey will be sent to the incident requester. The requester will be asked to provide feedback on the service received and indicate their satisfaction with “yes” or “no”. After this feature has been enabled you will see two new satisfaction widgets on your dashboard. These widgets represent the “Customer Satisfaction” and “Customer Satisfaction Today” levels.
If you enable this feature, you can choose to send satisfaction survey to all categories or you can select specific categories.
You can also choose when and how often the survey is sent. You are also given the option to adjust the threshold for the customer satisfaction widget. When the percentage drops below the value you set, the widget will appear in red.
* Once this feature is enabled, you will be able to view the satisfaction for each incident at the incident list by adding “satisfaction” to the custom view using the blue wrench button.
Have a question or found some issue? We would love to hear from you!