What is new in Control Desk Service Portal
Control Desk Service Portal is a streamlined console for service management that is available as an optional user interface for IBM Control Desk.
The Service Portal provides new features and ease of use for managing service tickets while leveraging the standard IBM Control Desk infrastructure.
The features that are available to you in the Service Portal are based on your user role.
- Service desk agents can work with tickets. In the dashboard, agents can track work that is assigned to them, change the status of tickets, and record how they resolve issues.
- Administrators can add users and edit user information.
- Application developers can embed a button link in web applications, such as a Report Issue button, so that application users can report issues. They can also customize the user interface to reflect corporate branding.
- Self service users view a Self Service Center dashboard where they can search for news bulletins, search for solutions to issues, report issues, request services, view tickets that they entered, or chat with agents to resolve problems.
Service Portal on Cloud is a new option offered to IBM Control Desk customers who install the product on premises. The option is available for on-premises customers with IBM Control Desk version 7.5.3 or higher for no additional charge. For more information, see Service Portal on Cloud on IBM Service Engage.