When a service desk analyst opens the Service Desk console to assist someone, the recent requests of that requester are immediately visible to that analyst. Until now, the open request were shown first, and then the completed requests. The algorithm that decides this ordering has now been changed. First, requests with status ‘Waiting for Customer’ are displayed. Then, requests are shown ordered by the date on which they were opened or completed. This way, requests that were completed recently appear higher than they used to. This makes sense, as oftentimes people contact the service desk with question about recently completed requests.
A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.