The Application Menu on the left side of the interface has been tidied up and adjusted to make menu items clearer and more useful.
A self-service application has been added that replicates some functionality of the customer portal, allowing all users to see their own tickets in the main interface. It also includes a link to the Support Guide.
The Service Desk application has been overhauled to make it easier to navigate and use. The Calls and Unassigned ticket sections have been grouped to represent the Inbox used primarily by Service Desk. A Users & Groups section has been added to easily find users in the system, as well as access the different fulfiller groups and their members, which will be particularly useful for setting Dispatchers. The SLA menu items have been renamed to avoid confusion with the My Work and My Group’s Work sections.
There have been a number of other small changes to many of the remaining menu items, from changes to title wording to the logic used in lists. Additionally, some unused applications have been removed (e.g. StartIT, Time Cards).