Do your customers submit tickets without all the information?

Would you like to be able to ask questions when a customer opens a request without contacting the helpdesk?

Ask specific questions while the customer opens the request by putting Dynamic Forms into action.

Depending on their response to the first question, the form will dynamically move to the next level question. This will provide the technician with the additional information needed before contacting the customer, ultimately speeding up resolution time. 

Let’s explore an example:

If you have…

• Customers placing a lot of "Password Reset" requests that may be similar
• Unique calls that have common error codes or unique details
• Common quarterly maintenance tasks with checklists

Create a dynamic form that covers those commonly required actions for the task, fix the issue, or gather the details needed for the technician to resolve the issue.

Either way, the customer’s experience can be heightened by having a Dynamic Form in place when filling out requests. Dynamic Forms can ask questions that may lead to an easy solution or equip the technician with the information required to resolve the issue quickly.

Dynamic Forms can be used to question the customer about the information required in the ticket to expedite their resolution without calling the helpdesk.  Get started by watching this video of Dynamic Forms in action.

Dynamic Forms can also be used when enabling the Quick Call privilege. Once enabled, the Technician Home submenu will have the Dynamic Form option to create Boolean-linked options to dynamically present to the customer.

Use this (Dynamic) Form Editor to add a variety of components where information is needed in any Request Type and developed for any Type Request; Quick Calls, Incidents, Service Requests, Change Requests, Problem Requests, and Store Requests.

Link the form questions to conditions for enhanced dynamic creation of required information.

Fields only appear if a particular box or entry is made. The Dynamic Forms provide consistent questions required for the helpdesk to gather information or for self-service customers to answer the dynamic questions and immediately send the request to the proper team.

These next screenshots show a simulation of the form built with the Form Editor and will display what the customer would see depending on the selected entries.

Phone Provisioning

The dynamic form asks the needed questions to the customer about different details regarding the phone request.

Printer Issues

The dynamic form can be a template of questions asked when a customer is opening an incident about printers and the issues they might be experiencing so that the technician can be better equipped when they arrive on site for the repair.

A Bit on ZENworks Service Desk

You do the same things every day – track service requests, race against the clock to ensure your team responds promptly, and monitor your technician’s performance. Every day you wish you could do these simple tasks more efficiently. And every day your frustration grows. You need a solution that can remodel your service desk and help you relax.

Read this flyer for more information.

ZENworks Service Desk is an ITIL-based service desk solution that integrates with Unified Endpoint Management. It improves employee satisfaction, decreases costs, and improves IT efficiency with IT Service Management.

Contact us today to speak with a service professional to see how ZENworks Service Desk could help your organization.

View the ZSD How To - Dynamic Forms video on YouTube.