IT SERVICE AUTOMATION

Self-Service Automation

Employees of today’s modern office rely on more tech than ever to do their jobs. With self-service automation, employees enjoy the same smooth experience at work as they do anywhere else. Just click, search, or chat and it’s done.

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Provide Your End Users with 24/7 Capabilities

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Submit incidents and request services

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Access self-service FAQs

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View and monitor existing tickets

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Participate in ITIL workflows

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Update profile settings

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View supervised employees’ tickets

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Reset domain passwords

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Unlock accounts

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View IT announcements

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Chat with IT support people

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Access self-service portal as a guest

Submit a Ticket

With this feature, you’ll be able to customize your incident form and maintain full control over what goes into it. By submitting an incident, you’re essentially telling your IT what problem or issue you’re experiencing, thus creating a record that they can refer to when addressing your incident. While submitting a ticket, end users can also:

  • Indicate the urgency of the issue they’re facing
  • Choose a pre-populated service record template for common issues
  • Automatically load pre-populated templates based on the ticket’s category
dynamic form - submit a ticket

Access to the Self-Service FAQs

  • Use a self-service FAQ database with the answers to common questions
  • Provide easy “how-to” instructions and videos, so end users can quickly and easily resolve issues by themselves
  • Access to commonly used forms for end users to download
self service

Hotkey

End users can quickly access the self-service portal by pressing a hotkey assigned to SysAid. This takes them into the self-service portal and automatically attaches their unique asset details to the submitted ticket. This hotkey can also be configured to take a screenshot of the screen they are viewing, or even create a short video of the issue, which is automatically attached to the newly opened ticket. End users can also use drag n’ drop to attach other relevant files for reference or review.

hotkey

Codeless Customization

From themes to banners to company logos to all-inclusive UI elements, determine which widgets are displayed.

codeless customization

Search Functionality

Easily locate what you’re looking for with a consolidated multi-source search that returns itemized and detailed results that can be custom filtered to meet your business needs.

searchbar

Toolbox Items

Out-of-the-box and custom toolbox items for easy access to commonly used service record templates, knowledge base articles, or external URLs.

toolbox dashboard

Deliver exceptional service.
Automagically.

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