A service desk that knows the device, the customer and the contract

Verifying who a caller is Check that the person asking for a password reset, an MFA reset or an access change is who they say they are, using only the details you already hold, with a policy per customer, a blocker on sensitive tickets and a record of every check. Out-of-hours cover per queue Choose who handles each queue out of hours, nobody, your own on-call rota, a third-party provider or a mix, and how held work, SLA clocks, the morning list and providers' replies work. What a queue does to a ticket's status Give each queue its own status rules for replies, notes, assignments and moves, choose the statuses it uses and its reopen window, chase and close its own way, and set the status from Send or from your own email. On-hold reasons and paused SLAs Put a ticket on hold with a reason and a date, use Scheduled and Awaiting parts or order, pause only some SLA clocks, and work from the On hold view. Ticket categories Sort tickets into categories three levels deep, start from the ready-made tree, require a category per queue or ticket type, and use categories in SLAs, AI triage, macros and resolution codes. Newsletters and automatic mail: Probably not support Where newsletters and automatic mail that your mailbox rules let through end up, how to decide It is support, Not a ticket or Block sender, and the rules that stop automatic emails going to no-reply addresses. Tickets that link back to their alert or chat See the live alert behind a ticket, raise a ticket from an alert where the alert rules would put it, act on a Microsoft 365 user from their alert ticket, and raise a ticket from a chat that carries on. Approvals One approvals engine for everything that should wait for a yes, the Approvals inbox, approvals on tickets, how customers approve by email or in the portal, and what goes through approvals. Replies, forwarding and scheduled send Choose who each reply goes to, forward a ticket to a supplier and get their answer back on it, use signatures and macros, send later or undo a send, and log time as you reply. SLA policies and escalations Set up SLA policies per priority, decide which tickets follow them, including by department and for VIPs, escalate before and after a target is missed, read each ticket's SLA verdict, and give queues their own internal OLAs. The service catalogue Give customers a catalogue of things they can ask for in the portal, each with its own form, approval and fulfilment, and follow every request from approval to done. Information requests Send a customer's contacts the questions you need answered, let them fill them in at their own pace in the portal, and chase, review and complete each request from one list. Forms and question types Build every form in one library, with phone, address, table and vault questions, conditions that show questions and sections only when they apply, answers filled in from what Tenvara knows, and a version for every change. Putting answers to work Use a customer's answers in project tasks and emails with merge fields, hold a task or phase until a set is answered, save answers into your records after a preview, export a request, and fill a request in from a file. Takeover mode Take a customer over from another provider without the two of you clashing. Agents enrol and report, findings go to one report, and nothing is patched, installed, enforced, automated or backed up until you say so. Onboarding mode and going live A new customer starts in onboarding mode, where everything found goes to one findings report and nothing changes their machines by itself, until you mark the customer live. Customer sign-offs Ask a customer's director, owner or data protection officer to read and sign a decision in the portal, such as a declined recommendation, a new AI tool or an accepted risk, then track it, renew it and keep the signed certificate. Departments Give each customer's departments a cost centre, a manager and a place in the structure, put contacts and devices in them, and use them for approvals and SLA policies. Change management Plan changes to customers' systems, assess the risk, get approval from your team and the customer, check the change calendar for clashes, then run and review them. Record a problem Let people at a Windows computer record their screen and the steps they take, review it and send it as a ticket with a video player and a readable steps document. Chat channels and routing Split live chat into Support, Sales, Accounts and your own channels, each with its own people, hours and greeting, route chats by page, words, team and skill, and wrap chats up with outcomes, tags and reports. Maps, routes and on my way texts See the day's visits on a map, work out travel by road, put a technician's day in the shortest order, and tell customers you are on the way or running late. Leave allowances, sickness and overtime Give people leave allowances with balances and carry-over, record sickness with return-to-work forms, set team cover rules and blackout dates, and turn extra hours into paid overtime or time off in lieu.