Self-service portal enhancements, new inventory functionality, quick ticket templates
Just in time for the new year, the new 18.34 release brings many improvements for your service customers and agents. Expect more flexibility in the self-service portal, faster ticket template selection, new dynamic dialogs to guide your service agents through ticket creation and processing, and more.
More Power for the Self Service Portal
Customized ticket lists for customers and self-service users
With version 18.34 we introduce extensive improvements to the KIX self-service portal. From now on, users can filter their ticket list individually by ticket properties like title, tickets, team, status, priority, services, dynamic fields and much more. The ticket lists can also be easily saved as a search template and recalled at any time. But that's not all!
If you missed the possibility to add additional columns to your ticket list in the KIX self-service portal, we now have the solution for you. With the new version, all ticket properties can be added as additional filterable columns.
Self-service users can now flexibly adapt KIX to their individual needs and get a customized overview of the tickets and information that are really relevant for them.
Always have the right ticket template at your fingertips
Improved grouping and selection of ticket templates in the Agent Portal
In the agent portal, ticket templates can now be handled alternatively via a new pop-up dialog. The big advantage: Ticket templates can be grouped very easily and a direct selection leads directly to the right template.
KIX 18.34 eliminates the tedious search for suitable templates and the user is happy about one or two clicks less.
"Lost" in the ticket process again?
Guide agents through the ticket process with dynamic forms
Do your service agents sometimes get stuck in the ticket creation and processing process, not knowing what to do or not following the correct procedures? As we all know, many roads lead to Rome, but sometimes clear road signs and sturdy crash barriers are extremely helpful.
We have taken this to heart and now give KIX admins the ability to display useful tips, instructions and guidelines for the desired ticket creation and processing procedure to all service agents via a pop-up dialog. This way, agents can be intuitively guided through the sometimes complex processes.
The dialogs can be defined via rule sets as dynamic forms for all KIX areas where tickets can be created and processed. The new dialogs and instructions minimize possible manual errors in ticket management, ensure consistent processing quality and support the establishment of and adherence to standard processes in service management.
Need an inventory?
New inventory feature available in Asset and Location Explorer
A handy inventory feature is now available in the Location Explorer and Location Asset (site, building, room) views. This allows you to easily check and document what devices/assets are present or missing at a given location.
This is especially useful for technical service and a clean CMDB. Assets that are no longer associated with the site record are automatically removed. New devices are automatically added and the inventory date is updated for each asset. This keeps your asset management transparent and well documented.
And what else?
+++ Update CKEditor to current version +++ Contact avatars for employees and service customers via LDAP +++ Additional widgets in SSP Home Dashboard +++ Upgrade DBMS service to PostgreSQL15 +++ Generator for asset numbers +++ Collective ticket printing +++ and much more.