What is “Service desk” and how to work with external customers in FlowFast

Service desk is a module for receiving requests from external customers or from other company departments whose employees do not have access to FlowFast. 

This module allows:

• customers to set tasks via the website, mail or Telegram and monitor their statuses. 

• the team to work on incoming requests in the form of ordinary cards.

Users do not need to register in FlowFast and you do not have to pay for their license in order they could send a request through the Service desk.

Customers can set tasks via email, Telegram bot or using a special online form where you choose and customize the fields by yourself. 

Requests automatically become cards on your FlowFast board. You handle them just like any other cards on the boards.

Customers can be informed about changes in the status of their requests and can communicate with you in three ways:

1. By email;

2. The special interface to show all requests.

3. Using a Telegram bot. 

What it looks like:

This is what the online form to leave a request looks like for the customer. Here they can select the desired service (section) and leave a request. And the current or closed requests will be shown below:

And this is how you will see the request inside FlowFast – just like a familiar card, only with some additional options and a Service Desk icon:

vcxUsage scenarios

Employees with access to FlowFast do not have access to the space, but leave requests on it. Example: applications to the legal Department.

The legal department has its own workspace in FlowFast, it has a board with all legal tasks on it. Employees often make requests to the legal department, but giving everyone access to these tasks would not be correct from a corporate policy point of view. In this case, employees are encouraged to leave requests through a separate Service Desk interface, where they will only see their requests and their status, while the legal department will see these requests as cards on its board.

Company employees from other departments do not have access to FlowFast. Example: Internal product support service. 

The support team is responsible for the finalization and support of the product products internally. Users often contact this department with requests, but they don't need to use FlowFast and the boards.

Customers of the company do not have access to FlowFast, but leave requests to the Service Desk. Example: Service users.

The online service development team works in FlowFast. External users, of course, don't have access to the spaces. But can leave requests for development of additional features or complaints about bugs through the Service desk.

Module features:

1. Accepting requests via an online form, email or Telegram bot.

2. Turning requests into a card on a board in FlowFast.

3. Informing the author of a request about change of the card status by mail or in Telegram.

4. Statistics of work with requests.

5. You can create an unlimited number of services, i.e. "theme sections" for receiving requests.

6. Settings of access to services and service visibility.

7. Telegram bot, through which applicants will receive notifications, reply to comments and create new requests.