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  • Automated Emails

    Email communication is a common method for keeping your customers up to date on the issues that they have reported to the service desk.  To ensure that this takes place during the different stages of an incident, automated email notifications can be added as part of the Business Process Workflow.  An automated email may be that initial communication to the customer letting them know that their incident has been raised or it could be getting that valuable resolution information to them to let them know that their issue has been fixed.  Automation not only frees up time for the support staff but it also keeps a level of consistency to when emails are sent and their contents.

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    Latest Posts

    • SPOTLIGHT: Northumberland County Council

      2017-12-11 12:41:19
      Spotlight

      From the start of a 30-day trial, to live use in production within 9 weeks. Lee Mcdermott, Service Desk Team Lead, explains how Northumberland County Council implemented Hornbill Service Manager within a tight window, reducing costs and delivering ongoing ITSM improvements.

    • Impact Assessments

      2017-12-02 00:59:54
      Feature Friday

      Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed...

    • Creating Request Sub-statuses

      2017-11-20 04:59:33
      Feature Friday

      While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open...