by jsalwais@houstonmethodist.org | Oct 28, 2021 | Uncategorized
IT Service Transformation Program New Name – IT Service Desk Focused on Customer Satisfaction As announced, we are changing the name of IT Help Desk to IT Service Desk. To align with this change, the display name for these automatic emails is changing from...
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...
