SMART Solution Auto-Message

Idea created by Jon Scalise on Mar 23, 2018
    New Idea
    Score15
    • Jon Scalise
    • Alex Hess
    • Kevin Megee

    This feature request is for integrating SMART Solutions with automatic email generation upon ticket creation. Basically, if this is set up properly:

    A user would submit a ticket via email or service portal. The Samanage AI engine would scan the content of the email or service portal request and send an email back to the user with SMART Solutions (or links to solutions) that possibly match what the user is requesting.

     

    Also, upon ticket creation we could have an automated email sent to them  with a walk-through to collect screenshots of the error messages they are seeing, thus saving first responders time and effort in trying to obtain that information.

    What problem will this feature solve?:
    This feature would reduce time spent on each incident and free up the time of first responders and help desk personnel. It will allow users to become more self sufficient and get solutions to their problems quicker. Easing the strain on IT departments and at the same time, providing better service to end-users.