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Okay I was going to say that service now has a nice tool called ScreenMeet Jason Houghton ServiceNow Engagement Manager UMass Amherst IT jwhoughton@umass.edu Sent from my iPhone

What do you use for a ticketing system? Jason Houghton ServiceNow Engagement Manager UMass Amherst IT jwhoughton@umass.edu Sent from my iPhone

Hi, We typically follow the rule of three as well. We reach out the client 3 times over 3 days. If the respond then it rests the count. You have to have some rule in place for this because a lot of the time when a customer no longer needs assistance they stop communicating with you. ...

We hide the the priority level on incidents for this reason. Jason Houghton UMass Amherst IT Sent from my iPhone

Hello, At UMass Amherst, we use ServiceNow as our ITSM solution. We'd very much like to utilize Agent Workspace for our help desk. I would love to have a conversation with anyone who has experience rolling out Agent Workspace. I have a few questions that someone who has transitioned to Agent Workspace ...

Hi Sarah, ServiceNow can address all these issues. You can also set up virtual agent which will do a in search. It can be costly though. Jason Houghton Contact Center Manager Information Technology University of Massachusetts Amherst jwhoughton@umass.edu 413 545 2240 400 Venture ...

Hi At UMass we use ServiceNow as our ITSM solution that has a survey module built on that is what we use to capture customer satisfaction KPI. Jason Houghton UMass Amherst IT 413/545-2240 jason.houghton@umass.edu Sent from my iPhone