Two Ways for Quick Communication

Our client experience has always been a key focus and that’s why we’ve invested in sophisticated ticketing systems and an online incident management solution called ServiceNow. Within ServiceNow, Pentana Solutions’ customers can view QuickView tutorials, as well as download manuals and user guides.

As well as support, we also offer a way for customers to share ideas or concepts that they believe could enhance our products, as we understand communication is two-way.

So, which feedback goes where?

The Support Incident and Customer Development Request buttons can both be found on the left most panel of ServiceNow. Incident is second from the top, and Customer Development Request is just underneath.

When to lodge an incident:

- When you’re not sure how to do something

- When you know how to get something done but it’s not working the way you would expect

- When you know how to do something, but the result is not what you were expecting

When to lodge a Customer Development Request (REQ):

- When the solution doesn’t have the functionality you need

- When you have a great idea you think others in your position or business would benefit from

We hope this clears up any confusion about how to best utilise ServiceNow. If you have any further questions, feel free to send them through below.