Managing incident requests
Support personnel can use
to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure. Group coordinators and on-duty managers can assign incident requests, track incident requests, and handle escalations.
helps you to resolve tickets by proactively suggesting related tickets and knowledge articles that you can use to understand how other, similar tickets were resolved. also uses a chat feature to help you collaborate in real time with colleagues and the customers who requested the incident.
The following graphic depicts the lifecycle of an incident request:
This section discusses these activities. Topics include:
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