New F4SD version enables integration with the Matrix42 ticketing system
First Major Update
After providing real-time information on the client’s status to the first level, the ability to automatically resolve reported issues using scripts was introduced. In the current version, First Aid Service Desk (F4SD) from Consulting4IT is also integrated into the documentation processes of the Matrix42 Service Desk—another major step toward adopting a new way of working at the first level.
Waldbronn, January 18, 2023: Following the successful launch of its in-house developed IT support workplace solution, “F4SD (First Aid Service Desk),” at the 2022 Hannover Messe, Consulting4IT has now released its first major update: The integration of the Matrix42 ticket system—another milestone for Consulting4IT on the path toward the desired “New Work” principle in the service desk. In this context, “New Work”—especially with regard to first-level support—refers to a unified interface for support. In the long term, agents should no longer have to switch back and forth between a wide variety of solutions for information gathering, administration, and documentation.
New Work – The New Way of Working with F4SD and Matrix42
Whether it’s a phone call, an email, or a chat request: With F4SD, support staff can immediately see which client the caller is using. In addition, support agents can identify the cause of an issue within seconds and resolve it using Quick Actions. In the latest version, F4SD focuses on support documentation processes. F4SD not only provides information about the caller from existing Matrix42 tickets but also allows this information to be edited without having to leave the F4SD Cockpit. If no ticket exists yet, support can create one directly in F4SD.
An overview of the individual additional features:
– Ticket summary in the F4SD Cockpit with relevant information from Matrix42 – Ticket actions: Creating, previewing, editing, and closing a ticket exclusively via F4SD – Ability to open F4SD directly from the ticket in Matrix42 to begin troubleshooting and resolving the issue – Direct transfer of information via the clipboard from F4SD to the Matrix42 ticket (e.g., static data and solutions) for documentation purposes
A case study:
Because his OneDrive hadn’t synced for several days, a user had contacted IT support via email. A ticket was created there but hadn’t yet been processed. Now the user is following up by phone. Within seconds, the support agent sees all relevant information about the client, device, and associated ticket in the F4SD Cockpit. Thanks to the clear display of health status and client data, the agent also immediately recognizes that the issue must be due to a full hard drive. After the user gives consent over the phone, the support agent clears up the hard drive and restarts the computer with a single click on the respective Quick Actions.
All indicators are now back to green, and OneDrive is syncing again. The issue has been resolved—the user can continue working. Thanks to the new integration of F4SD into Matrix42, the employee can now quickly and easily document the steps taken to resolve the issue.
The benefits of combining F4SD with the Matrix42 ticketing system:
– Instant view of all tickets linked to clients and devices in the F4SD Cockpit
– Editing and closing tickets via the Cockpit
– A comprehensive approach to troubleshooting, resolution, analysis, and documentation in a single application
Thanks to the integration of F4SD and Matrix42 in the area of ticket management, first-level support staff no longer have to switch back and forth between the ticket system and numerous other tools. Instead, they can handle virtually the entire process within a single interface. This leads to further streamlining and standardization of the ticket process, which primarily benefits support staff.
Further outlook:
The developers at Consulting4IT are already working on the next updates to the solution for 2023—always with the goal of providing all necessary functions and technical and organizational information in a single interface to further simplify first-level support work.
By focusing on the needs of support staff, F4SD represents a breakthrough in the field of complementary solutions for the service desk. The integration of the Matrix42 ticketing system marks another step by Consulting4IT toward adopting a "New Work" approach in IT support.