by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Don’t Respond If You’re Copied on Email Requests If an end user submits an Incident Request or Service Request through email (to itsupport@houstonmethodist.org or helpdesk@houstonmethodist.org) and your team is copied on...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program ChangeGear Improvements We launched improved communications to our end users and a customer satisfaction survey. Other improvements include a more user-friendly website, http://itsupport.houstonmethodist.org, where end users can enter...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Better Communication with Our Customers on Open Tickets Updated auto-generated emails We’ve revamped the emails ChangeGear automatically generates and sends to customers throughout the ticket lifecycle. These emails include a link to...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Survey – Measuring Customer Satisfaction When a ticket is closed, the last auto-generated email includes a survey link, giving us insight into the customer’s immediate reaction to the experience. This will help us improve our...
by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program Requeuing Tickets Ensure New Team Is Notified – Here’s How In addition to the improved customer notification emails, the ticket ID link is no longer included in the email header. We have also retired the owner-changed...
