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 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 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 [...]
December 15th, 2011 by Luke
We’ve recently added a couple of new Incident Reporting conditions which will undoubtedly prove to be very handy for a lot of our users – Responded and Responded Date. Beetil currently considers an incident to be officially responded to when the first customer viewable comment is made by a user. With this in mind you can now [...]
December 9th, 2011 by Luke
We’ve made a few recent changes to Customer Satisfaction giving you more control over sending the follow-up email and sending the satisfaction email automatically on a per service basis. We’ve also added a new satisfaction report. On resolved and closed incidents you’ll see the option to choose whether to send the customer satisfaction follow-up email. [...]
October 14th, 2011 by Luke
Moving the customer information to the right-hand side of the application and giving it a prominent orange heading is the most noticeable feature of this latest Beetil release. In addition there have been a handful of cosmetic improvements – particularly around the creation of new incidents, problems, changes, etc. and the right-hand side of the [...]
August 17th, 2011 by Luke
We’ve released a couple of new features that should make it easier to properly reflect how you’re going with service level agreements (SLAs): Stop the clock; and non-working days. What is stop the clock and how does it work? Stop the clock effectively allows you to “pause” your service level agreements. Most commonly you [...]
March 2nd, 2011 by Kathryn
You can now assign incidents to customers helping to speed up customer communications and improve your incident management. If you create an incident and specify a customer their name will appear in the list of possible assignees. If you assign the incident to the customer then via the customer portal the customer can assign the incident [...]