How it all started: Advanced Portal Reports for JSM
- Kameliya Magunska
- Elitsa Velikova
As a proud Gold Solution Partners, providing support to our customers, we are dedicated to delivering the highest quality support services. Our belief is that one of the keys to building strong relationships with our customers is to provide them with exceptional support every step of the way.
Over the years, some of our clients have expressed a desire to see a more detailed breakdown of the support services we provided.
They wanted to have a clear understanding of the time it takes to respond to and resolve their requests, and to be able to present this information in a way that is easily shareable with people outside our portal.
We're passionate about delivering the best possible support experience to our clients, and we know that this includes having the right tools and systems in place to help us track and communicate the value we provide.
We created a simple solution that allowed administrators to choose which fields they wanted to display on the portal, and adding also the option to export this information.
Providing JSM administrators Advanced Portal Reports for JSM, they can now follow Time Spent, track SLAs like: Time to first response and Time to resolution and export their reports.
This proved to be a big hit with our customers, who loved the increased transparency and accessibility.
