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Have you ever experienced a situation where you wanted to share an issue with several colleagues? Did you get frustrated by having to add them one by one? If so, there is good news for you. Now you can share the issue with multiple colleagues at once by adding the “organization” as a participant, so you no longer need to add each colleague individually.
If you have ever used our service desk you probably already know that you can share an issue with your colleagues by adding them to the ticket (i.e. raised issue in Navetti Service Desk) as “participants”. This way you can involve them in the discussion, the decision-making process, or simply just make them aware of the issue.
The way to do it is simple:
Write an email to the designated email address of our Service Desk (if you don’t know the designated email address of our Service Desk, please send an email to email@example.com and we will help you).
- Put “Create organization for Service Desk use” in the subject line
- Explain the following in the body of the email:
- i. How many organizations you want to define*
- ii. The desired name(s) for each organization
- iii. Names and emails of your colleagues that you want to be part of each organization (NB: It is possible for one user to be included in multiple 'organizations')
We will create the requested organization(s) and inform you via the opened ticket in Navetti Service Desk
After that, you can add your colleagues individually or as organization in the tickets by choosing the “Share” option, typing the name of your colleague(s) or desired organization(s) and clicking “Share” button.
* Normally you would create only one organization for your company, like Company A, and then include the names of all your colleagues who use Navetti Service Desk there. However, there are cases where you may want to separate your colleagues into different groups if, for example, you have different divisions in your company.
In these situations, we recommend that you create one organization for each division, and maybe also a separate organization for IT department. It can also be convenient to include a separate organization for all colleagues, e.g. Company A-Div1, Company A-Div2, Company A-Div3, Company A-IT, Company A-All. This way you can easily choose whom to involve in the ticket, depending on the subject of the ticker.
If you have a topic you would like us to cover in our next ClientCare Column, please forward your request to Arsham.firstname.lastname@example.org