IT Self-Service

Both end users and IT service desks experience frustration due to recurring and minor IT tickets and incidents. Organizations are facing increasingly costly and inefficient IT caseloads due to the wide variety of tools and technologies that employees need. Meanwhile employees simply want to be able to resolve their incidents as quickly as possible to maintain their productivity.

With Citrix Workspace, companies can provide a consistent work experience on any device. This enables employees to quickly find the IT resources that they need, when they need them. Leveraging a new portfolio of IT self-service microapps within the workspace, organizations can reduce time spent by employees on IT tasks, improve overall employee NPS for IT services, and reduce IT case volume.

Citrix Workspace is unique in its ability to offer an indistinguishable experience to users regardless of location or device. It’s always the same, ensuring that employees remain productive and secure. To help you get started, we have identified specific IT self-service workflows that results in improved employee productivity and employee satisfaction.

Workflow

This workflow is available via our out-of-the-box template integrations with ServiceNow, Zendesk, and JIRA and addresses these use cases:

Submit Incident– Quickly request help when you need it.

Incident Ownership- Maintain employee productivity with a notification when an incident is assigned.

Incident Updates– Decreased time to resolution through notifications with updated information.

My Open Incidents– Easily find open incidents that you request, report, or are assigned to.

Integrations and microapps

You can use this workflow with any of these integrations.

服务Now

Set up the服务Now integrationto get started.Manage subscribersfor these microapps to enable the workflow:

• EnableSubmit Incident microappto submit a new incident.

• EnableIncidents microappto search incidents, view their details, add comments, and update them.

Zendesk

Set up theZendesk integrationto get started.Manage subscribersfor these microapps to enable the workflow:

• EnableAdd Ticket microappto submit Zendesk tickets.

• EnableTickets microappto view Zendesk tickets with details.

Jira

Set up theJira integrationto get started.Manage subscribersfor these microapps to enable the workflow:

• EnableCreate Ticket microappto create a new Jira ticket with details.

• EnableTickets microappto view tickets, add comments, create subtasks, and change status and assignee.