Self-service portal

Allow your clients to help themselves and enhance team productivity.
 

What is a self-service portal for MSPs?

You can lessen the load on the IT service desk by allowing clients to create tickets themselves, or even find the solution to an incident in the knowledge base. A self-service portal opens your help desk to clients with restricted access so they can log incidents and service requests, find resolutions, and track the progress of their tickets by themselves.

Why is the self-service portal important?

Is your IT support team constantly logging tickets on behalf of users and resolving repetitive incidents? You can reduce your help desk's load and improve team productivity by implementing a self-service portal. In a self-service portal, users can log requests by choosing from the service catalog, look up possible solutions for incidents, and track the statuses of their requests, all without seeking assistance from the support desk.

ServiceDesk Plus MSP for self-service portal.

When you're handling multiple client accounts, your technicians can spend a lot of time creating tickets for the many different users across those accounts. ServiceDesk Plus MSP alleviates this because it comes with a self-service portal for customers, where you can keep them posted about every action made on their ticket, let them keep track of their reminders, set up automated notifications on significant updates, and more. Boost customer satisfaction by encouraging them to solve simple incidents with solutions from the knowledge base and track the statuses of their requests themselves. This enables your technicians to focus on what really matters.

Log tickets through self service portal

Make ticket logging easy and personalized. Improve customer satisfaction rates.

  • Create custom login URLs for each client account for a personalized user experience.
  • Allow customers to log tickets in the self-service portal, choosing from the service catalog.
  • Make the self-service portal visually appealing with an account-specific login image.
  • Make communication easy with the chat feature available in the self-service portal.

Maintain transparency with customers. Stay free from user queries.

  • Reduce tickets by publishing basic FAQs in the knowledge base specific to each client account.
  • Let users track request statuses in the self-service portal.
  • Allow users to take advantage of available request views based on statuses such as open, closed, or pending, or let them customize a view according to their preferences.
  • Announce planned outages and known issues to avoid unnecessary tickets.
View kbase in self service portal