SolarWinds Service Desk Adds New Employee Engagement Tools
October 22, 2019
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SolarWinds announced two new employee engagement tools coming to SolarWinds Service Desk.

SolarWinds Service Desk Chat, available now, allows employees to directly engage with internal service providers to quickly get the resolutions or resources they need to stay productive.

SolarWinds Service Desk has also released an upgraded mobile app experience for service desk agents to provide support on the go.

SolarWinds Service Desk enables IT departments and other employee-serving departments in delivering a rich and engaging service experience through a solution that can help them better serve and support employees, improving their overall productivity and satisfaction.

SolarWinds Service Desk Chat provides employees with instant access to internal service providers supporting the systems and resources they need to stay productive directly from the employee service portal. Built directly into the service desk, Chat aligns with existing service management processes, ensuring all communication is logged into the service records. By facilitating better real-time communications between employees and internal service providers, both parties have the active attention of each other, allowing issues to be resolved more rapidly and efficiently.

The SolarWinds Service Desk mobile app enables internal service providers to continually support the needs of employees from anywhere, from any device. The intuitive mobile interface brings core service management functionality directly to service providers’ mobile devices, allowing them to create new tickets and service requests, as well as resolve tasks and make approvals. Service providers from IT and other departments can evaluate, update, and escalate incidents with the mobile app, while also utilizing the full commenting capabilities between the requesters and other service providers. Launching later this year, the new mobile experience will give employees the ability to submit requests and tickets through the application, as well as track and communicate with service providers through the app.

“By helping remove the friction of asking for support through time-consuming channels like phone and email, employees are empowered to get the services they need and get back to work quickly. SolarWinds Service Desk enables multi-channel engagement methods for employees to connect with service providers in ways that are most convenient to them,” said Steve Stover, VP of Product Strategy – ITSM at SolarWinds. “In the future, employee-serving departments will be able to offer chatbot-powered self-service, assisted by AI decision-support capabilities to help employees find the best solutions to their needs. Our goal is to provide internal service providers and employees choices and flexibility on the medium and form of interaction, allowing service desk groups to deliver the best service experience and keep employees productive.”

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