February 7th, 2013 by Dan
Greetings everybody, and firstly let me please apologize for the radio silence since our acquisition! All I can say is…. “Phew!”. It’s been a super hectic past few months whilst we’ve been busy integrating Beetil into GoToAssist, and then transitioning all our customers over to the new platform! The great news is that we’re now [...]
September 11th, 2012 by Dan
We’re super thrilled to announce that Beetil has been acquired by Citrix. Read the Citrix press release here. Citrix is a great company known for its market-leading, cloud-based support product line, Citrix GoToAssist, and the addition of Beetil into its portfolio will provide a fantastic and seamlessly integrated set of cloud-based services for remote support, monitoring [...]
August 23rd, 2012 by itskeptic
So far the Sensible Service Management Series has covered incidents and requests. This is the “front-office” activity involved in serving the users: meeting their needs and keeping their services running. There is a “back-office” activity closely related to incidents and requests: Problem Management. A problem is an underlying cause of incidents. Usually it means something [...]
August 20th, 2012 by Kathryn
The support team here at Beetil has benefited hugely from the introduction of dashboard queues. Before putting them in place we spent a good amount of time discussing the best way to structure our support and how to use queues to the greatest effect. Once our queues were implemented there was a dramatic improvement to [...]
August 9th, 2012 by Luke
As part of our latest changes to Beetil we’ve dramatically improved the suggestions you see on the right-hand-side on incidents. The quality of similar incidents has now dramatically improved, and we’re now also searching for suggested problems and knowledge articles. You can also easily re-use content from knowledge articles and place it within the comment [...]
July 27th, 2012 by itskeptic
Up to this point in the Sensible Service Management Series we have looked at service management in general, and then at how to respond to incidents and requests. That responding activity was all about the day to day activities when things are close to normal. Some times things get a long way from normal. The [...]
July 27th, 2012 by Luke
As part of our latest release we now allow customers to log feedback without requiring them to log into the Portal first. When you now ask for customer feedback the email they receive will contain unique addresses for each rating level (Excellent, Average, Poor) which when clicked on will take them directly to the incident’s [...]
July 27th, 2012 by Kathryn
You can now report on ‘last updated by’ which is particularly useful for incidents that have been last updated by your customers. Make this report a queue on your dashboard and increase your visibility of what’s been happening and what requires your attention. To set this up go to Incidents > Reports & Queues > [...]
June 29th, 2012 by Kathryn
We’ve made a few changes to the Change and Release test tab. Of note is the addition of a test plan field and unique IDs for all your testing issues. Adding a test plan is easy – when creating a new change or release click the ‘Create a test plan and assign testers’ link to [...]
June 6th, 2012 by itskeptic
Responding to incidents In the previous blog post in this Sensible Service Management Series we looked at the core of servicing customers: managing Requests. In Beetil, everything we respond to is called an Incident. Let’s talk about incidents in the strictest sense of the word: dealing with things going wrong. Everything we talked about last [...]