IT Center Blog

Schlagwort: ‘Tool’

Two Years Omnichannel

February 3rd, 2023 | by

In most cases, the IT-ServiceDesk is the first point of contact for technical problems concerning the services of RWTH Aachen University.

Light bulb with drawing graph

Source: Freepik

But how do you contact us?
Of course, in the way that is most convenient for you. Either via our chat support, by mail, by phone or via our ticket portal.

In order for you to be able to report in any way you want and at the same time for us to be able to handle any incoming request efficiently and with high quality, the Omnichannel tool was introduced.

And now we are celebrating the two-year anniversary of this tool. Thanks to this tool, for the past two years we have been able to manage customer requests more easily and efficiently, as we now have them from chat and phone bundled in one system.

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The Tickettool – a tool that connects

July 8th, 2020 | by

The IT-ServiceDesk is in charge of all questions concerning the IT services of the IT Center. As the central contact point for students, employees, institutes and cooperation partners of RWTH Aachen University, the IT support requests at our IT-ServiceDesk are particularly diverse. Good organisation is essential – and that’ where our Tickettool plays an important role.

The IT Center Tickettool: How to keep overview of your requests.
Source: Own illustration

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