Sunday, November 27, 2016

Fuzzy Search

Service DeskThe Service Desk console has been improved to help service desk analysts be even more efficient and to ensure that the search results are more likely to include useful items.

The first thing that you will notice in the Service Desk console is that the Search box asks for a subject.

Empty ITRP Service Desk console Search box
So, rather than entering a few key words, the service desk analysts are now invited to enter a short description of what the requester is asking for.

Subject entered in Service Desk console Search box
Typing in a subject instantly triggers a fuzzy search. The search results are continuously updated as the service desk analyst continues to type. When a useful match is found, the service desk analyst can stop typing to select it. But before selecting it, the service desk analyst is now able to open a preview to make sure that it is really applicable. What's new here, is that you are now able to scroll in the preview to see all the information.

Preview with scrollbar opened from search results
If none of the search results are helpful, the service desk analyst can simply continue by pressing the New Request button. To make sure that the flow is intuitive, the New Request button has been moved to the left of the Search box.

After pressing the New Request button, a new request is opened and the subject that was entered in the Search box is placed in its Subject field to avoid the need to retype it.

Subject automatically filled out in new request
Because the cursor is placed by default in the Search box, it should feel more natural to start the registration of a new request right there. End users will also see that the Search box is already in focus when they access ITRP Self Service. That should encourage them to take advantage of ITRP's super-fast search functionality more often.

Search box in ITRP Self Service

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