The Self-Service Portal is where your end-users will navigate to in order to raise and view their tickets, request services and access your knowledge base. A well configured portal will result in minimised agent/end-user interaction, allowing your techs to focus on what matters most – solving problems!
Some of the key terms to note throughout this course include:
- Web Access Level – this is the level of permission an end-user has when interacting with tickets via the self-service portal. this includes viewing and raising tickets.
- Service Access Level – Similar to the Web Access Level, the Service Access Level determines the level of access an end-user has to services on the Self-Service Catalogue.
