Service Cloud
On hold until post-go live for further development, as of 2024-11-04.
Service Cloud at AANP is being implemented to streamline and enhance helpdesk operations. The platform will replace the internal Zendesk system initially, offering improved functionality and integration within AANP's ecosystem.
Internal Helpdesk
Description: The internal helpdesk supports AANP staff with IT and other internal support requests. The transition to Service Cloud aims to include features like request intake via online forms and emails, displaying relevant knowledge articles, and categorizing requests. Additional functionalities include writing private notes on tickets, restricting ticket visibility, adding holidays and auto-responses, defining turnaround time metrics, running detailed reports, and sending satisfaction surveys. Internal staff will be testing these features first, ensuring robust support and privacy for IT-related tasks.
External Helpdesk
Description: The external helpdesk focuses on supporting AANP members and other external users. While the transition from Zendesk to Service Cloud for external helpdesk operations is planned, it is not yet in scope. The goal is to provide similar functionalities, such as request intake via online forms and emails, displaying relevant knowledge articles, and categorizing incoming requests. However, the specifics of this transition are still under consideration, and no immediate changes are being implemented.