Samanage is excited to announce an enhancement that will suggest Categories and Subcategories to all of your tickets. By analyzing the contents of your tickets, all users are given recommendations for the best matching Categories and Subcategories. This feature helps boost efficiency by giving you:
- Content Driven Ticket Categorization Suggestions
- Quicker Category Selection when Entering Tickets
- Reduced Ticket Resolution Time by Improving Ticket Routing
- More Accurate and Consistent Reporting
This feature will be released to all users in a phased approach. Currently, your Agents have access to the feature, and will be provided Feature Tutorial shortly. Then Requesters will receive access via the Service Portal approximately two weeks later.
As we continue to improve Samanage, we appreciate your feedback. Let us know what you think about this enhancement!
Your Samanage Team