Incident Management with Automated Case Notes

The Downside of Manual Case Notes

Time Drain:

Support Techs can spend 30-90 mins per day updating case notes (about 15-45 days a year)

Knowledge Gaps:

Up to 70% of tickets have incomplete or missing data

Inefficient Workflow:

Having to switch between remote support and ticketing systems

Lack of Visibility:

Makes reporting and analysis on incident management difficult

Automated case notes save 5 minutes of your technician’s time per ticket processed

Benefits of Automated Case Notes

  • Allows techs to focus on what matters most—closing cases
  • Saves 5 minutes of your technician’s time per ticket processed *
  • Ensures case notes are always complete
  • Improves accountability by allowing managers to compare technician performance across the team
  • Enables accurate reporting and billing
  • Provides valuable input for your knowledge base database
  • Saves an estimated $6,000 per tech, per year *

How Incident Management works in Goverlan

The integration allows Support Techs to work tickets directly in their remote support console while all actions performed are automatically stored in the support case. There’s no switching between different applications to close tickets.

case note automation allows Support Techs to work tickets directly in their remote support console

service desk integration enables easy access to the incident queue within the Goverlan Console

Goverlan’s service desk integration enables
the following features:

  • Easy access to the incident queue from within Goverlan
  • Quickly get to an end user’s machine directly from a ticket
  • Auto-recording of all actions in chronological order
  • Close tickets with 1-click in Goverlan
  • Accurate tracking of time-to-resolution

Try the Goverlan Automated Case Notes Module Today!

Integrate the Goverlan Reach Remote Support Console with:



integrate Goverlan with Servicenow, Jira, Zendsek, Freshdesk, and ConnectWise Manage shadow
Integrated Incident Management
  • Incident Management Queue
  • Session Automated Case Notes

Access and sort your incident and service requests directly within your Goverlan Reach Console


incident management queue: access and sort your incident and service requests

With just one click, automatically record of the complete session notes in chronological order when a ticket is closed





What the IT Pros are saying about Goverlan

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Goverlan Reach reviews sourced by G2