Overcome Silos and Improve Visibility
Silos are one of the problems with organizational IT infrastructures inhibiting holistic visibility. System interoperability that provides seamless access to information across your organization is critical to success. With it, you can give support analysts as many relevant customer insights as possible.
Intelligent Service Management’s Service Desk offers you the holistic visibility you need. It interfaces and interoperates with a myriad of systems and sources within the overall data landscape, including Jira, Trello, Slack, Google Sheets, Salesforce, and Zapier.
Enhance Customer Satisfaction
Holistic customer insights heighten the efficiency, personalization, and overall quality of the customer service experience and correspondingly heightens customer satisfaction.
That’s why Intelligent Service Management includes Application Program Interfaces (APIs), Subjective, Objective, Assessment, and Plan (SOAP) notes, and Representational State Transfer (REST) calls from workflow and scheduled tickets to make your service delivery efficient. It includes a combination of:
- Out-of-the-box application connectors
- Integrations with external systems
- An API
- Toolkits to interface with your systems and data, whether they’re on-premises or in the cloud
Zapier is a simple to use online integration tool that makes your team more productive by integrating Serviceaide with your favorite apps such as SurveyMonkey, Jira, G Suite, Autotask, Trello, Office 365, Slack and more than 1,000 others. For example, you can create a Google Calendar invite or Jira issue or a Trello card all from a new ticket in Serviceaide. Integrations built using Zapier are simple to create and codeless.
For more details on Zapier, see this article on the Zapier Help site: The Basics
What is a Zap
Integrating Zapier with Serviceaide allows you to connect, collaborate, and communicate with any of the available apps by creating a Zap. A Zap is a workflow process that connects one or more of your apps in Zapier. Zaps are created using two components, Triggers and Actions. A Zap can have only one trigger, but multiple actions. A Zap uses an event in one app as a trigger to perform an action in another app. For example, if a ticket is created in Serviceaide Intelligent Service Management, a new message to any Slack channel can be created and that is a Zap.
Excerpt from Zapier Documentation
A Zap is a specific link between your apps you’ve connected on Zapier. For example, you can create a Zap where you get SMS notifications on your Work mobile number if you have received a new email on your inbox.
For more details on Zaps, see this article on the Zapier Help site: Creating a Zap
What is a Trigger
A trigger is the event that starts a Zap. For example, you have created a Zap between Serviceaide and Slack. You can automate it by creating a trigger by adding Serviceaide followed by a corresponding action in Slack. Each time a new ticket is created it will be a Trigger. You can mix and match triggers and actions to automate your tasks. A trigger occurs in the source app. Hence, you need to decide and configure in which app you want the trigger to occur. Zapier regularly checks your trigger for any new data, based on which it performs the action automatically.
Excerpt from Zapier Documentation
A trigger is something that happens in an app that you want to be the start of a Zap’s workflow. For example, if you want to take Wufoo form entries and add them to a Mailchimp list, Wufoo ‘New Entry’ is the trigger. There can only be one trigger in each Zap.
The following triggers are available with the Serviceaide app:
- New Ticket: Triggers when a new ticket is created in Serviceaide Intelligent Service Management.
- New Worklog: Triggers when a worklog is added to an existing ticket. This could be a new comment added by an end user or analyst, or an action taken by a user that adds a worklog to a ticket.
- New User: Triggers when there is a new user created in Serviceaide Intelligent Service Management.
- Update to Ticket Status or Action: Triggers when any action is taken on an existing ticket.
For more details on Triggers, see this article on the Zapier Help site: Setting Up Triggers
What is a Filter
A filter is a step in a Zap that reviews the data and decides if the workflow should proceed. For example, a Filter could be built to check the ticket’s priority and only proceed in the workflow if the priority = 1.
Excerpt from Zapier Documentation
Filters are a way to ensure actions get performed only on the items you want. With filters, you set a specific condition (e.g., when an “email address” field contains “zapier.com”) to get to the granularity you need. When the data from your Zap meets the conditions of a filter, it proceeds to the next action(s) in your Zap. If a filter stops an item, then no further actions are performed.
For more details on Filters, see this article on the Zapier Help site: How to Get Started with Filters on Zapier
What is an Action
Action is an event that a Zap performs. For example, when a new ticket is created or triggered in Serviceaide app, ‘send SMS’ can be considered as an action. Each time a new ticket is triggered, an SMS will be sent to the corresponding user based on your configuration in Zapier.
Excerpt from Zapier Documentation
An action is something your Zap does after a trigger occurs. To continue the above example, if you use a Zap to take Wufoo form entries and add them to a Mailchimp list, Mailchimp’s ‘Add Subscriber’ would be the action for that Zap. A Zap can only have one trigger, but it can have many actions. There are two types of actions:
- App actions – App actions an action of creating something in an app. Our example of creating a Mailchimp subscriber is an example of an app action.
- App searches – App searches can be used to look up info to be used by a later action. For example, a Zap could look up the details of a Trello card that has a certain name, so that the description or due date from that card could be used by a later action.
The following actions are available with the Serviceaide app:
- Create Organization: Create a new organization
- Create Problem Ticket: Create a new Problem type ticket.
- Create Change Request Ticket: Create a new Change Request ticket.
- Create User: Add a new user account in Serviceaide Intelligent Service Management for your domain.
- Create Incident Ticket: A new ticket is created in Intelligent Service Management in your domain/slice. This is currently limited to Incident tickets only.
- Create Service Request Ticket: Create a new Service Request Ticket.
- Add Worklog (Any Ticket): A new worklog to any existing ticket.
- Find Ticket: A search type action that allows finding a ticket and viewing key attributes for the ticket. This is useful in a multiple step Zap when another app may send the ticket number and more information is required before the next step in the workflow.
For more details on Actions, see this article on the Zapier Help site: Setting Up Actions
For more information on configuring the Serviceaide App in Zapier see the Serviceaide Wiki
Bomgar Remote Support Integration
Analysts and end users can launch a Bomgar Remote Support session from a ticket in Intelligent Service Management. This allows interaction through secure chat and screen sharing. This integration helps reduce time to resolution and improve customer satisfaction by seeing the customer issue and even taking control to resolve the issue.
- From a ticket in Intelligent Service Management an analyst can trigger an email to the requester and launch a Bomgar Remote Support chat session. The requester will receive an email with a link to download the Bomgar Remote Support client and begin the secure chat session with the analyst and optionally allow the analyst to take control of their machine.
- Self-service users can initiate a chat session with the Service Desk directly from a ticket in self-service. They will be added to the chat queue and any available analyst can take the request and begin the chat and screen sharing session.
- Upon completion of the remote support session, the Bomgar remote support client is automatically deleted from the user’s machine and a full log of the chat and a video recording (.mp4 file) of the screen sharing session are linked to the activity history of the ticket.
For more information on configuring Bomgar for integration with Intelligent Service Management please see the Serviceaide Wiki.
Salesforce is a platform to empower your business by providing a complete profile of your customer. The integration between Salesforce and Intelligent Service Management is a step ahead to maintain transparency and enhance visibility into Salesforce data and support information. This integration enables the sales and support team to track and manage the customer lifecycle with access to the support data in Salesforce. The sales and support team can view support incidents and service request history, create new tickets, and add work log updates to an existing ticket. By providing complete visibility of the sales cycle and post-sales support, teams can be prepared well for customer interactions, discuss service and support plans.
- Maximize efficiency and clarity for sales and support team.
- Improved customer experience.
- Prioritize tickets based on the level of criticality.
- Easy and faster access to the customer information.
For more information on installation and configuration please see the Serviceaide Wiki.
Skype for Business (Online) Integration
- Instant Messaging (IM), voice, and video calls to initiate a quick chat between the analyst and the requester.
- Minimizing the ticket resolution time.
- Adding the ‘requested for’ to a conversation along with the ‘requestor’ and vice-versa.
- Saving conversations for the records and keeping track of the progress.
Skype for Business (Online) feature is supported on the following browsers:
- Safari 8+
- Firefox 40+ (non Audio/Video functionality)
- Chrome 43+ (non Audio/Video functionality)
- Microsoft Edge
For more information on the process to integrate Skype for Business with Intelligent Service Management please see the Serviceaide Wiki.