Mobile application This is a communication channel

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Personal account Personal account is a common communication channel that is published on a web server, this is a page where the user records a request with the ability to attach files. In this communication channel, it is more convenient to view the history, without stumbling upon unnecessary, irrelevant correspondence. with intuitive control from which support requests are generated via a mobile interface. The mobile application has the ability to upload screenshots and other files for an accurate description of the problem. In the modern world, smartphones are always at hand, so using the application on mobile devices is considered a convenient communication channel.



Bot in messenger This communication france phone number list channel is used through messengers, for example: Telegram, WhatsApp, Viber, WeChat, Line, etc. The bot in the messenger is good because it speeds up the application several times due to the chat bot algorithm, thereby allowing you to work much faster. One Stop Shop Having listed some of the communication channels, we see that they are different and each of them has different ways of sending requests to technical support. Due to the flow of requests from various channels, technical support specialists often lose sight of requests without having time to respond to each of them.



Requests come from everywhere, and the more sources of communication channels, the more difficult it is to keep track of them all. According to the ITIL methodology, all requests should be summarized in a "Single entry point", in other words, this is a kind of "Single window" and only through this "Window" can requests enter technical support. This approach helps not to lose sight of any of the received requests that technical support specialists encounter. This happens like this: when user requests come from a variety of communication channels, all requests will come to that same "Single Window", the advantages are that the "Single Window" allows you not to lose sight of a single request, and the time for checking the received requests will not take as much as it was before.