For our IT support help desk we are finding that since we don't limit who can submit requests we receive many duplicate requests or ones that the answer can be found by searching elsewhere within the portal.
We would like to see an option (maybe when configuring the help desk fields or when setting up the help desk on the page) where we could check off or enable alerts to be sent to the supervisor of the person opening submitting the request. So, if I submit a request, my supervisor would also get the notification. This could also continue with any comments added by the technician or requestor would go to the supervisor.
Another option may be that there is an island for supervisors to see any/all help desk requests that their employee submits.
Either of the above options would provide more visibility for the supervisor to see what their employees are submitting help for and could instead be a coaching opportunity (and also help declutter our help desks).
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