AppGallop-Incident Management provides easy end-user access to the platform’s omni-channel support flows. It enables the IT service desk for incident capture and prioritization based on predetermined service level agreements. Incidents are automatically routed to the right resolution group, complete with related information and escalation triggers.
Bidirectional communications make it easy for end users to see status and work activities resulting in greater transparency and satisfaction. Self-service support channels decrease the workloads from your staff and ensures, L1 level is mostly handled from your portal.
AppGallop-Problem Management uses ITIL proven practices to avoid any future downtime due to repetitive issues. It leverages the pre-configured auto-escalation matrix reducing any manual delays. Customers are kept updated of current status in their registered customer control panel and also through ready email template triggers.
The platform provides the ability to convert emails into quick tickets and identifies duplicates for eliminating redundant tickets. It also enables you to collect feedback through quick survey and polls. The ratings can be fed into the learning system for future improvements and showcase.