We were about to implement LANDesk Service Desk solution that can integrate with SMS Gateway, so that users can create ticket via SMS.
My initial understanding is that LANDesk Service Desk uses Email server to communicate with SMS Gateway. However, I have few concerns below, hopefully someone can share their experience.
1) Any recommendation on SMS Gateway software/application?
2) How does SMS actually trigger ticket in Service Desk? And capture the raise user details(Orignator), is this being handled by SMS application or Service Desk system?
3) Customer also wants to enjoy the flexibility to create ticket upon sending email to LANDesk SD. Will this increase the complexity because SMS also uses Email to trigger ticket. How do we go about from here? Any advice would be greatly appreciated.
4) User would also like to have SMS trigger action as well? Such as Approve, Resolve, and Close.How can we achieve this. If possible, is it referring to windowless action or with window within the process?