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Walk-up Experience

Get fast, expert help with in-person or remote support for your IT service needs. Resolve issues quickly and improve the hybrid workforce experience.
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Walk-up Experience
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Benefits of Walk-up Experience

Get fast, in-person guidance

Provide a transparent, comfortable, and efficient support experience via face-to-face interaction.

Scale for any hybrid experience

Allow users the flexibility to schedule remote sessions and get live help via online collab tools.

Access the experience with a single click

Book and manage appointments easily via the self-service portal.

Manage demand more effectively

Govern real-time visibility into demand and deliver fast, predictable service to employees.

Features of Walk-up Experience

Access walk-up IT service desk anywhere via mobile devices

Mobile-friendly experiences

Give people easy-to-use mobile experiences for finding, booking, and accessing walk-up services.

Receive alerts about queue position and IT service desk times

Position and service alerts

Let customers see their position in the queue, estimated service time, and any outage information.

Manage appointments in the self-service portal

Self-service portal

View active appointments and navigate to online check-in and booking links from one place.

Provide walk-up IT service desk details via a calendar interface

Calendar integration

Easily track scheduled service with a calendar event via integrated third-party calendaring tools.

Additional features

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Integrated dashboards

Let IT service managers see wait times and use CSAT data to guide business decisions like staffing.

Appointment scheduling

Schedule or reschedule appointments, get reminders, or cancel online or via mobile app.

Incident deflection

Give users the chance to self-resolve before entering the queue with contextual knowledge-base help.

Inventory data and stockroom integration

Give real-time visibility into asset information so technicians can deliver up-to-date information.

Automated incident and request creation

Convert walk-up appointments into incidents or request records without re-entering information.

Push and email notifications

Avoid wait times and send alerts to inform customers just before their turn in the queue.

Walk-up fulfillment

Make it easy for technicians to find answers and process walk-ups with Agent Workspace integration.

Satisfaction survey

Monitor customer experiences with a built-in, one-question survey to collect post-service feedback.

Feature details

Close Event Overlay.
Appointment scheduling
Schedule or reschedule appointments, get reminders, or cancel online or via mobile app.
Automated incident and request creation
Convert walk-up appointments into incidents or request records without re-entering information.
Calendar integration
Easily track scheduled service with a calendar event via integrated third-party calendaring tools.
Incident deflection
Give users the chance to self-resolve before entering the queue with contextual knowledge-base help.
Integrated dashboards
Let IT service managers see wait times and use CSAT data to guide business decisions like staffing.
Incident-related scheduling
Let employees schedule appointments from within Incident Management, giving IT instant access to all the context they need.
Inventory data and stockroom integration
Give real-time visibility into asset information so technicians can deliver up-to-date information.
Mobile-friendly experiences
Give people easy-to-use mobile experiences for finding, booking, and accessing walk-up services.
Position and service alerts
Let customers see their position in the queue, estimated service time, and any outage information.
Push and email notifications
Avoid wait times and send alerts to inform customers just before their turn in the queue.
Satisfaction survey
Monitor customer experiences with a built-in, one-question survey to collect post-service feedback.
Self-service portal
View active appointments and navigate to online check-in and booking links from one place.
Walk-up fulfillment
Make it easy for technicians to find answers and process walk-ups with Agent Workspace integration.

Resources

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Solution Briefs
Solution Briefs
Ebooks
Ebooks
Analyst Reports
Analyst Reports
Case Studies
Case Studies
Walk-up Experience is available with ITSM

How to get Walk-up Experience

Walk‑Up Experience is available with IT Service Management. Transform the impact, speed, and delivery of IT.

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Agent Workspace

Improve agent efficiency with a single workspace built to facilitate resolutions.

 
 

Service Portal

Design a self-service user experience with a responsive portal interface.

 

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