Smart Recorder overview

The Smart Recorder provided with BMC Helix ITSM: Smart IT reduces the amount of time that it takes to register and resolve incidents and work orders, increasing call center productivity and improving customer satisfaction. 

The Smart Recorder employs a free form text entry field that frees you from having to serve the needs of a structured form and helps you to focus instead on what the customer is saying. This method of creating tickets enables service desk agents to capture information in real time, directly from the customer, and in their own words. As the service desk agent enters the details about the issue from the customer, the system becomes aware of those details and starts to run background full text searches against people information and asset records to help identify the customer's organization, location, assigned assets, and so on. The results of those searches are presented on-screen as suggested matches. When there is a match, the service desk agent can associate that information to the incident or work order with a single click.

Smart Recorder also suggests templates that you can use to create a ticket or service request. The template pre-populates some information in the ticket and saves the details in a structured way that can later be searched and used for reporting.

In addition, Smart Recorder searches other system resources and suggests knowledge articles and similar, resolved tickets that might help the service desk agent resolve the current issue. You can review summaries of these articles and tickets while the customer is still on the phone. If you find a resource that could resolve the issue, you can immediately walk customers through the resolution and then verify with them that the ticket is resolved. 

You can also search for an appropriate BMC Digital Workplace service request and submit it by using the catalog.

If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.

The following video (3:38) provides and overview and demonstration of Smart Recorder.
https://youtu.be/FsFP6WmG_PA