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Serio Service Desk Feature Tour

Some organisations, particularly larger ones, have helpdesks that have considerable numbers of teams with particular specialties. Deciding the right person to assign to can be difficult.

In Serio, Administrators can assist the helpdesk by building rules that will determine the best person to assign to. Use any of the following

Combinations of why the customer is calling, and what specific thing they are calling about

The customer themselves - their company, customer type and so on

The priority or impact of the issue

Configuration Item (Asset) information, such as the product or asset type

You can assign to specific agents, or you can assign to people who have certain skills, or to people who belong to certain teams, or to a range of managerial options.

The kind of decision trees shown on the right can also be applied to Issues logged via the web - based on who the customer is, and the type of Incident logged, you can route the Incident straight to the person best able to respond.

"What if we set-up rules for assignment, but the people we are assigning to are too busy or on holiday"?

In this case, Serio allows you to bar assignments to these people for timed periods - for example, the week that a person is on holiday.

[Serio Assignment Rule Example]

Click images to enlarge.

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