Serena Help Desk Web site is hard to use Hot

by John W deGroot on September 01, 2015

Serena Forums use different userids than Serena Help Desk - with a different format. This makes for confusion, wasted time, wasted telephone calls to Customer Service, and much customer frustration

  • My Serena Forum userid is 8 letters. My Serena Help Desk userid is 8 letter plus the @ symbol plus my organizations web address (pa.gov). Since I use the Forum much more often than the Help Desk, I repeatedly have difficulty remembering which userid to use on the Help Desk site. Also, using the Help Desk site after using the Forum seems to require purging my browser cache - something I have to do no-where else. The passwords are different between Forum and Help Desk. Also the look and feel of the two sites is different and they present data to the customer differently. Serena is annoying the customers with a clumsy, user-surly rig-a-ma-role. Someone at Serena should work on the usability and consistency between the Forum and the Help Desk web sites.

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  • We agree! With the launch of the new community site (Serena Central) we are in the process of integrating the two sites into a single site. The Support site has a lot of integrations into our Case Management system, KB, product catalogue, and of course entitlement for key generation etc. We also want to improve the overall performance of both sites going forward as well.

    I don't have a timeline yet, but we are working internally to migrate the Support portal into Serena Central and then your one ID would allow you to access both the forums and Help Desk.
    Daniel Nolan Commented by Daniel Nolan September 10, 2015
    Top 100 Reviewer  -  

    We agree! With the launch of the new community site (Serena Central) we are in the process of integrating the two sites into a single site. The Support site has a lot of integrations into our Case Management system, KB, product catalogue, and of course entitlement for key generation etc. We also want to improve the overall performance of both sites going forward as well.

    I don't have a timeline yet, but we are working internally to migrate the Support portal into Serena Central and then your one ID would allow you to access both the forums and Help Desk.

    Owner's reply

    Thank you for the update.

     

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