- Create tickets
- Create tickets on behalf of other Department employees
- Communicate with Fulfillers via the service portal
- Track status of open tickets, get real-time notifications of updates
- Browse articles and other documents
| - View and work on tickets
- Create tickets on behalf of other users
- Get real-time notifications of tickets assigned, updates, etc.
- Communicate with users via the ticket
- Publish articles and documents
- Create and work on change requests
- Manage assets
| - View and approve and reject requests
- View tickets assigned to their group
- Run and view reports to analyze the group’s service performance
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