We are excited to share an important improvement to your support experience: The request form in Service Desk has been expanded and optimized!

Here's what's new

1. More detailed fields in the form
   The form now includes additional fields that allow you to describe your issue more precisely. Whether it’s technical problems, feature questions, or general enquiries – you can now provide the right details directly when creating your ticket. Our support team receives all relevant information from the start, enabling them to act quickly and without detours. This reduces unnecessary follow-up questions and significantly speeds up processing.

2. AI-powered prioritization
   We are using AI to enhance case tagging, routing, and resolution – including the prioritisation of critical cases. This ensures that high-priority tickets – for example, issues impacting live operations – immediately get the attention they require. For you, this means more reliability, shorter waiting times, and a faster return to smooth operations.

This is how you benefit

• Faster responses: Thanks to more precise input and automatic prioritisation, your request reaches the right expert right away.

• Fewer follow-ups: The new form structure makes it easier to provide all relevant details upfront, ensuring clarity and saving valuable time.

• Better transparency: While filling in the form, it becomes clearer which information is important for quick handling. You always keep full visibility.

• More efficient processing: Critical issues are immediately identified, prioritized, and resolved – so you can stay focused on your business.

With these improvements, we aim to make your support process as smooth and efficient as possible. Our goal: less effort for you, faster solutions, and an even better service experience.

We look forward to your feedback and wish you great success with these new improvements!