Veeam Service Now —
internal web application for submitting different types of requests from company employees for the following purposes: communications, hardware questions, and web-based applications
Problem:
Previously all requests came from two places: emails and or Jira tasks for the IT team. Then the tasks were separated manually among different departments.
Solution:
Combine and manage requests in one place and separate them automatically.
Reduce the number of tasks for the support team by hinting at the related knowledge base articles and by specifying the type of ticket.
Reduce the number of tasks for the support team by hinting at the related knowledge base articles and by specifying the type of ticket.
The algorithm analyses the task title and description and suggests the KBs and tags with similar requests. To reduce the time in the backlog user can add more related information while creating a task.
The system creates a ticket where a user and support representative can collaborate via chat, add related materials like docs and screenshots, or mention other users and add them to the ticket, or just share it.
Users are able to find any necessary articles in our knowledge base using smart search.
After the release, we've got data which shows that the suggested interface already has good feedback. Employees don't need to decide where to send their request to solve a problem and support teams are now getting more detailed tasks sorted by the main topics for each team.
Team:
Ilya Sokolov
Sofia Kochina
Olga Chuprakova
Alexey Atapin
