Service Desk Setup Tutorial

Document created by Jason Yeary Employee on Jun 6, 2017
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By going to the setup menu, you will find the section for customizing your service desk. In there are a number of different customization options available.  The very first one you will come across will be the option to give your service desk a name. Generally speaking this will be your organization's name, as shown below:

Service Desk Setup 3png

Next you will find the option to create custom incidents states. The states that will be there by default are New, Assigned, On Hold, Awaiting Input, Resolved, and Closed. If your organization has processes in place that might require some additional states (Example: Awaiting Input from Vendor X), we allow you to create them in this section.  You will also be able to specify whether SLA timers will apply in this state.

Service Desk Setup 1png

The next section is a checkbox option to automatically tag incidents as they are created. This will allow for more grouping and searching options if you should need to find that ticket again.

Moving down the page you will see the option to set a time limit for resolved incidents to be automatically marked as closed. It is ITIL best practice that your technicians focus on resolving tickets while letting the system automatically close them out. This option lets you specify how long before that happens.

In the next section you will find another check box option to reopen closed or resolved tickets if the end user posts a comment to the ticket. Have you ever used a ticketing system that reopened tickets every time your end-user said 'Thanks'?  Leave this box unchecked and you will never have to worry about that happening again.

The next two sections allow you to set the default priority for all incidents coming into the service desk that have not already been given a priority, and sort comments from newest to oldest.

Customer satisfaction surveys are the last section of this menu. All satisfaction surveys give the end user the opportunity to rate their satisfaction by saying 'Yes' or 'No' and then provide a comment for the service desk team. In the setup menu you can specify the category of incidents that you would like feedback from, how soon after resolution the survey gets sent, and how many are sent per day. You can also set the threshold for the dashboard widget to show red or green based on the percentage of good survey responses. These options are shown below:

Service Desk Setup 2png

Recommendation: If you are a new Samanage customer, we recommend waiting a month before enabling the customer satisfaction surveys. This will give your team time to get up-to-speed using Samanage, ensuring the responses are not skewed by the learning curve team members are going through and accurately reflect the service delivered.