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.

Workflows

This use case is available through the Microapps service via our out-of-the-box template integrations with ServiceNow, Zendesk, and JIRA and addresses these workflows:

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 use case with any of these integrations.

ServiceNow

Set up the ServiceNow integration to get started. Manage subscribers for these microapps to enable the workflow:

• Enable Submit Incident microapp to submit a new incident.

• Enable Incidents microapp to search incidents, view their details, add comments, and update them.

Zendesk

Set up the Zendesk integration to get started. Manage subscribers for these microapps to enable the workflow:

• Enable Add Ticket microapp to submit Zendesk tickets.

• Enable Tickets microapp to view Zendesk tickets with details.

Jira

Set up the Jira integration to get started. Manage subscribers for these microapps to enable the workflow:

• Enable Create Ticket microapp to create a new Jira ticket with details.

• Enable Tickets microapp to view tickets, add comments, create subtasks, and change status and assignee.

Video resource

Check out this video for a demo of this use case:

IT Self Service microapp Demo