Sunrise releases version 4.9 of its Service Desk platform with streamlined customer handling capabilities
Latest release of Service Desk platform, Sostenuto, makes everyday tasks simpler, supporting effective sharing of information across ITIL® and customer service disciplines and so improving customer service
Chessington, Surrey, 25 September 2014. Service Management company, Sunrise Software, has released the latest version of its Service Desk management platform, Sostenuto, which includes many new web friendly features that save time for users. This latest version incorporates recently introduced functionality including dynamic searching, which displays related information to the user, enabling them to better deal with customers because they have the appropriate background information instantly to hand. The new version also features an HTML5 tablet-friendly user interface enabling staff and agents to more easily access the system while away from their desks or on the move. In addition, Service Desk agents can now manage accounts and users; identify which groups they belong to and view and change security rights easily using the new intuitive web screens.
The dynamic searching feature enables Sunrise’s software to perform look-ups of information within the chosen service platform, based on a trigger event on the screen. For example, an agent may search on a contact and the screen will present all other associated information related to the enquiry – their active Incidents, as well as what access to email servers and other services they may have. This search enables contextually related information to be identified that the agent needs to be aware of, and keeps others informed across all Service Desk disciplines.
The search functionality is supported by ‘tagging’ – the ability to tag records with keywords across all services on the Sunrise platform, allowing records to be grouped together. Using ‘tags’ can allow automatic searches across the Service Desk, including the Knowledgebase, for matching articles and information, such as solutions to known problems, giving Service Desk agents the confidence to deal with queries more knowledgably.
New filter templates also bring a fresh new look to data by enabling information to be displayed in a more accessible, easy-to-read format rather than in traditional columns so that agents can pin point the information they require faster.
Neil Penny, Product Director at Sunrise Software said; “We have embraced the latest web developments with this new release of our platform. Our strategy is to continually enhance the platform with small developments that can be implemented quickly, rather than adopt a large development cycle with big updates. In this way we are confident that our platform stays up-to-date, and provides the functionality that our clients need in bite-sized chunks. This makes it easier for Service Desk agents, while providing the powerful platform functionality that is required by administrators and IT owners, to support all of the Customer Service, HR Case Management and IT Service Management disciplines.”