What’s new with ServiceDesk? Product Director John Bennett tells Marc Thaler about three new features designed to help MSPs meet their customers’ IT support needs with even greater ease.
It’s right there, near the top of the ServiceDesk home page: A thumbnail link to a brief product video. In it, Dr. Alistair Forbes, general manager of MAXfocus, explains the central theme of the company’s hosted IT support service.
“The idea is to give our customers a solution that they can get up and running with, easily and quickly,” Forbes says in the video. “That’s always been one of the core parts of our philosophy, to give people powerful tools that are easy to use.”
And that approach continues to be the case. MAXfocus today releases ServiceDesk 2.0, which includes three new features designed to help managed service providers (MSPs) meet their customers’ IT support needs with even greater ease.
The new features in 2.0 include:
Here’s a quick look at the functionality each feature provides:
Product Director John Bennett says ServiceDesk now enables MSPs to schedule, manage and plan their on-site appointments. This could be tech agent or sales-related visits to customers. MSPs gain increased visibility via the easy-to-use calendar, which offers views at a global staff level and for individual agents. Furthermore, site visits can be scheduled immediately or for a future date.
Mapping functionality is also available on the site visit address entry, site visit view and overview pages.
“A site visit can also leverage the new task workflow templates, allowing a site visit to be created for a defined activity,” says Bennett, citing a hardware build or office move as examples.
ServiceDesk Voice is a billable feature that enables MSPs to set up a phone number dedicated to their paid ServiceDesk installation. As a result, Bennett says, MSPs gain the ability to create tickets from voicemail, play voicemail within a ticket, and provide instant feedback to the customer via phone. Additionally, MSPs can set ticket priority over the phone, and customers can call and check the status of an existing ticket.
Furthermore, MSPs can change their phone greeting by using text-to-speech capability, or uploading a customized MP3/WAV file.
“When ServiceDesk Voice is enabled, SMS notification of new tickets is an available option for staff agents,” Bennett says. “Extension routing and forwarding is an available option.”
For recurring activities, Bennett says, it’s possible to create task templates that gather a defined set of tasks for a new or existing ticket. As tasks within a ticket are completed, the “associate costs to tasks” functionality can optionally include a pre-defined fee for later invoicing.
It’s also possible, Bennett says, to assign multiple task templates to one ticket, or manually create tasks for a ticket (for workflows that aren’t template-based).
“You can view the progress of all tasks against the ticket easily,” Bennett says.