Implement an omnichannel support strategy – Allowing employees to submit requests through a variety of channels (including email, chat, and phone) gives customers the option to choose the one they are most comfortable with, and avoids the mandatory use of an unfamiliar tool. To help you with that, InvGate Service Management offers native integrations with Microsoft Teams, an open API, and third-party integrations with Zapier to create an omnichannel support strategy that adapts to your business.
Prioritize tickets submitted through the Service Desk – By letting customers know that the tickets submitted through InvGate Service Management will be treated with higher priority, you will encourage them to choose official communication channels. And, when the amount of requests that are addressed through the tool increases, the whole support system and ticket routing process will improve.
Implement Level 0 of IT Support – With the implementation of level 0 of IT support through InvGate Service Management, you will provide employees with a self-service portal for frequent requests to potentially self-solve their issue without the delay of contacting the service desk. This will encourage its adoption for the cases they don't find an accurate answer: if users are already in the system looking for an answer, it's much more likely that they create a ticket to request for help. This way you will not only reduce the workload for IT staff, but also increase the adoption of official communication channels.
Provide an intuitive UX for end-users –  A user-friendly interface that is easy to navigate and understand makes submitting requests through InvGate Service Management a pleasant and convenient experience. This will increase service desk adoption, plus it will encourage and improve communication and collaboration between IT and end-users through the channel.
Clearly communicate which are the official communication channels – Your goal might be to decrease costs or provide the fastest resolution, but whatever your reason for promoting the channels, let customers know where to find them and how it will be beneficial for them. A great way to do so is to create knowledge base articles to make those channels available.