Configure an Easy-to-Remember Address

Samanage allows you to create a private URL that will give your end users access to the Service Portal. Clicking on Domain Mapping under Samanage Setup will enable you to set up a simple, easy to remember custom URL (for example, support.acme.com). This URL will take users directly to your portal. Clicking on Service Portal under Samanage Setup enables you to configure your Service Portal by changing the name, adding your logo. Learn how to personalize your Service Portal, too!

Ticket Categories and Auto-Assignment Rules

When users submit tickets to your service desk, they can indicate the nature of their request using your predefined categories and subcategories. Each category and subcategory can have a default assignee to ensure the ticket gets routed to the appropriate individual or group. For example, for all hardware type tickets, we’d like those to automatically route to the hardware group.

This enables you to streamline your support processes by having dedicated specialists receive tickets based on their area of expertise. It will also significantly reduce the time it takes to complete a support request, so you can provide faster, better service to your customers.

A Few Commonly-Used Categories to Get You Started:

• Hardware Software
• Application Support
• Server
• Website
• Human Resources
• Facilities

Samanage Email Dropbox Configuration

In Samanage, emails can be sent and automatically converted into a ticket in Samanage. Every account has a main Email Dropbox as well as separate dropboxes for each category and subcategory.

To access your main email dropbox and setting configuration, go to Email Settings under Samanage Setup.

To access email dropboxes for Categories and Subcategories, follow the instructions here: Samanage Email Dropbox Configuration.