New help desk improves customer experience

Published on Friday, 13 December 2019 at 10:00:00 AM

With the aim to improve IT Vision customers’ IT support experience and create efficiencies for them as well as internally, the new Help Desk provides customers with efficient access to lodging requests for assistance, searching for information within knowledge-based articles as well as quick access to Altus and SynergySoft user guides.

Glenn Summerfield, Manager of ICT and Support Services said, “We are pleased to be providing an improved service to our customers.”

“Our customers can easily access the new Help Desk by signing up, and can get help by using the tool to scan our knowledge-based articles or raise a request via a simple form.”

The newly developed knowledge-based articles allow customers to self-service in the first instance and find answers to their support questions as quickly as possible. The Help Desk also offers improved automated follow up prompts, including:
• Reminder emails for tickets waiting for customer response which will send after 5 days.
• Tickets that have been resolved for 10 days without any further actions will be automatically closed and the customer notified.

“Our customers will also experience improved efficiencies by being able to view request tickets created by other members of their team, stopping duplication. They can view individual tickets and check the status as well as escalate, resolve or cancel the ticket.”

“Our new Help Desk includes improvements in record keeping with any responses to emails from the Help Desk captured and documented.”

“Our customers can now also create reports by simply clicking the advanced reports button, exporting the service ticket details to Microsoft Excel,” said Glenn Summerfield.

To find out more about the features and benefits of IT Vision’s Help Desk call (08) 9315 7000 or email

If you are an IT Vision Customer, head to to create an account.

Learn about our latest updates to the Altus platform, case studies from Diamantina Shire Council, Kempsey Shire Council and Bellingen Shire Council as well as our strategic partnerships in the IT Vision December Newsletter.

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