Category Archives: Outsourcing
Update the Requester of a Request
After a request has been saved for the first time, it was no longer possible to select a different person in the Requested by or the Requested for fields. That was intentional, because the person who originally submitted the request should not change over time. Yet there are some relatively exceptional cases where it could […]
Providers See Request Information Specific to Their Account
When a request is passed from the 4me account of a customer organization to the 4me account of one of its providers and this provider sets the status to ‘Waiting for Customer’ or ‘Completed’, then the request is returned to the 4me account of the customer. At this point the request’s status for the customer […]
Stefanini and 4me Announce Strategic Partnership
4me and Stefanini, a global provider of technology services, have entered into a strategic worldwide partnership. This partnership makes it possible for Stefanini’s customers to collaborate seamlessly with Stefanini on all services that Stefanini provides to them.
Allow Your Providers to See Your Specialists
Last week it became possible for an enterprise customer to allow a managed service provider (MSP) to register requests for the customer’s specialists, without having to make the customer’s Service Desk Analyst role available to the MSP. To ensure that the service desk analysts of the MSP are able to contact the customer’s specialists, they […]
Customer Satisfaction Reports
Requesters are encouraged to let their support organization know whether or not they are satisfied with the way their requests were handled. To capture more responses, the ability to provide feedback is now available from within completed requests for 28 days. End users can do this in Self Service and support specialists can do this […]
Collaboration across Accounts
4me provides special features that allow IT support organizations to work together more effectively with their external service providers (ESPs). One of these features ensures that, when an ESP completes a request, this request is automatically returned to the team that originally assigned it to the ESP. Returning the request to this team, rather than […]