If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI. If you find a resource that could resolve the issue, you can immediately walk customers through the resolution and then verify with them that the ticket is resolved.
You can review summaries of these articles and tickets while the customer is still on the phone. In addition, Smart Recorder searches other system resources and suggests knowledge articles and similar, resolved tickets that might help the service desk agent resolve the current issue. The template pre-populates some information in the ticket and saves the details in a structured way that can later be searched and used for reporting. Smart Recorder also suggests templates that you can use to create a ticket or service request. Login to Smart IT and click on Smart Recorder 5. Add Company A in Used By Relationship in People Tab of this CI 4. Create Computer System CI where Company selected as Company B 3. When there is a match, the service desk agent can associate that information to the incident or work order with a single click. Create People Record for Company A (Select this Company A in General Tab of People Profile) 2. The results of those searches are presented on-screen as suggested matches.
BY UTILIZING SMART RECORDER FULL
This method of creating tickets enables service desk agents to capture information in real time, directly from the customer, and in their own words. As the service desk agent enters the details about the issue from the customer, the system becomes aware of those details and starts to run background full text searches against people information and asset records to help identify the customer's organization, location, assigned assets, and so on. The Smart Recorder employs a free form text entry field that frees you from having to serve the needs of a structured form and helps you to focus instead on what the customer is saying. The Smart Recorder provided with Remedy with Smart IT reduces the amount of time that it takes to register and resolve incidents and work orders, increasing call center productivity and improving customer satisfaction.
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