Support Channels in ESS

Toni Tolvanen
2023-10-09T14:44:10Z

Efecte Self-Service directs service requests and incident reports to systems responsible for delivering the requested service or resolving issues. The routing of requests is managed by defining and establishing support channels, which oversee message delivery and facilitate the interaction process between the user and the delivery team/system.

Support channels can vary widely, from a straightforward, one-directional email channel to interactive system integrations, such as Efecte Service Management. When setting up any services, establishing these channels is a pivotal initial step to ensure the seamless creation of service offerings and problem domains.

Each support channel comes with a set of settings that influence the user experience on the confirmation page and determine the data displayed to them for the requests they've created. For instance, control over whether to display the cost center can be managed in these settings.

Primarily, support channels are defined for a service offering, becoming the default channel for all its service items. However, each service item can have its own support channel, superseding the default setting. This principle also extends to support categories and their respective support channels.