Name: Cireson Analyst Portal
Author: Cireson

Communications Outsourcing

Customer Success

Help Desk

Web and Video Conferencing

Customer Support

Image Recognition

Java Technologies

Software Repositories

Development

Business Intelligence (BI)

Collaboration

Contract Management

Electronic Signature

Interactive Voice Response (IVR)

Supply Chain Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Infrastructure Management

Data Center Outsourcing (USA)

Data Mapping

Data Observability

Data Privacy Management

Fraud Detection

Governance, Risk & Compliance

Hyper-Converged Infrastructure

IT Asset Disposal

IT Asset Management

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Operating Systems

Packet Analyzer

Single Sign-On

Smart Contracts

Software Defined Storage (SDS)

Software Distribution

Solid State Drives

Tape Storage

Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Content Creation

Digital Signage

Email Management

Email Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Animation

Building Information Modeling (BIM)

Equipment Rental

Insurance Suites

Investment Portfolio Management

Legal Billing

Public Sector Software

Tax Practice Management

Vertical-Specific

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### Asset Management
Users consistently praise Cireson Analyst Portal for its robust asset management capabilities. The traceability of assets and work items, along with the ability to relate objects to each other, simplifies workflow processes. However, some users have reported issues with OData tables not displaying the correct amount of assets, impacting the efficiency of asset management tasks. Despite this drawback, the integration with SCSM and the automation features have been highlighted as valuable assets for managing work items effectively.

### Ticket Management
Users appreciate the traceability of assets and work items within the Cireson Analyst Portal, noting that the ability to relate objects to each other simplifies their workflow. The portal's high level of customizability also stands out as a key advantage for users. Additionally, the portal's performance in managing multiple tickets and work items efficiently has garnered positive feedback from users, contributing to an overall positive sentiment towards its ticket management capabilities.

### User Experience
Users appreciate the ease of use and customization options provided by the Cireson Analyst Portal, noting its responsiveness and intuitive design. While some users have raised concerns about sluggish performance and the need for platform refinement, overall feedback indicates that the portal offers a positive user experience. The ability to create custom searches, manage change requests efficiently, and benefit from a supportive community and vendor resources contribute to the portal's appeal among users seeking a user-friendly interface for IT service management.

### Customization Options
Users unanimously praise the Cireson Analyst Portal for its exceptional customization capabilities. The ability to create custom searches, templates, and portal pages tailored to specific business needs has significantly enhanced their workflow efficiency. Despite some minor drawbacks, such as the inability to create new activities directly from the portal, users find the customization options to be a standout feature that sets the Cireson Analyst Portal apart from its competitors. The system's flexibility and ease of customization have garnered high praise from users across various departments, highlighting its value in streamlining processes and improving overall user experience.

The Cireson Analyst Portal has proven to be a valuable tool for analysts in managing their daily work and improving efficiency. By integrating asset management into the web interface, analysts can work exclusively within the portal, reducing the need for the SCSM console. This feature has been praised by users, who appreciate the convenience and ease of use provided by the portal. Additionally, customers have customized the portal to align with their specific needs and company design, further enhancing the user experience.

One of the primary use cases of the Cireson Analyst Portal is for handling IT tickets. Users have found it particularly valuable for managing 1st, 2nd, and 3rd line IT tickets, allowing them to provide reliable customer service. The portal enables users to track the history of work items and easily customize it according to their business needs. This flexibility has made it a preferred choice for organizations with a large number of analysts, as it offers cost-effective functionality compared to other options like ServiceNow. The prompt and polite support provided by the Cireson team has also been commended by customers, further enhancing the value of using this portal.

Moreover, the Cireson Analyst Portal covers a wide range of capabilities that help streamline workflows and improve productivity. Users have been able to effectively manage their daily work and gain better visibility into requests, reports, and assets through the portal. As a result, it has been adopted by multiple departments within organizations for managing user requests and has expanded its usage beyond initial expectations.

While there have been some navigational difficulties reported by users when logging into the site, overall feedback about the portal has been positive. Some users have expressed a desire for a more visually appealing landing page design; however, this does not detract significantly from the overall satisfaction with the product. Additionally, during implementation, some users faced challenges with the initial load strategy and experienced disappointing support in resolving these issues. Nevertheless, despite these challenges, users would recommend the Cireson Analyst Portal due to the responsive and knowledgeable service provided by the company.

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Starter Suite

Pro Suite

Unlimited

Agentforce 1

Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.

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Copilot add-on

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Cireson Analyst Portal

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Cireson

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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