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Walk-up Experience

Get fast, expert help with in-person support for your IT service needs. Check in at the service desk lounge or via the mobile app to skip the wait.

Benefits of Walk-up Experience

Get fast, in-person guidance

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

Save time with remote check-in

Streamline with online access to appointment scheduling, reminders, and pre-arrival check-in.

Manage demand more effectively

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

Scale for any experience

Adjust service experiences for whatever the situation or employee preferences.

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.

Provide a post-service desk single-question survey

Satisfaction survey

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

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

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.

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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