Yes, the Super Administrator can create Change Request Templates depending on business requirements. They can also drag and drop appropriate fields on the template based on Change Type (Planned, Emergency, Pre-approved and Retrospective) and hence, also define workflows that are specific to the Change Types.

tussom offers 'Assistance' tab when you open a Problem ticket. It further displays few more tabs like -

• Repeated Occurrences that displays the similar tickets that were created in past for one to refer and understand the resolutions provided.
  
• Possible Root Causes that helps identifies Possible RCAs generated for similar tickets.
  
• Environmental Causes displays tickets generated by monitoring tools matching with similar Subject or Category.
  
• Top 3 Recommendations are offered by analyzing the solutions provided in similar tickets and the one that matches closely. 
  
• Relevant Knowledge Base records are displayed matching keywords with Summary or Category.
  

Yes, tussom offers a very simple way of requesting a quick feedback to the end user/customer when a ticket is being closed. One can set the number of smileys that need to appear at the time of closing tickets. Based on it, the smiles from 'Not Satisfied' to 'Very Satisfied' can appear. This option is available for end users or customers when they close tickets using Self Service login.

Indeed. tussom offers a true multitenant environment. It is quite useful, especially for MSP companies to host multitenant tussom solution when they are offering services to different tenants/customers. The beauty of it is that every tenant can have a separate admin and the data, configuration screens and customizations will be available for admins of respective tenants/customers.

Yes. tussom offers a configuration screen to map the OTRS fields to tussom fields. Also, using tussom, one can download templates, fill them up and import the configuration data or tickets that may be residing in OTRS as a part of migration, seamlessly.

Yes, tussom offers a configuration screen to map the fields of BMC Remedy with tussom fields. Based on the flag, it leverages the mapping while creating, updating tickets or both.

Yes, tussom can be integrated with ServiceNow or any other ITSM tool using dual integration i.e., it can create a ticket in ServiceNow or other ticketing system based on handshake mechanism defined. The ticket also gets updated in tussom when a ticket in other ITSM tool or ticketing system is updated.

Yes, tussom has a capability to create a PR (Purchase Request) in SAP as MRQ request gets created. Once respective PO (Purchase Order) gets created in SAP, it can push the information to tussom to update in relevant SOF and MRQ requests. This is a standard feature in tussom.

Yes, the integration lets Salesforce to create a Technical Contact in tussom for a customer. The Billing Contacts, Legal Contacts and Account Managers can also be pushed from Salesforce to tussom automatically when a SOF is created.

Yes, tussom offers you to send a survey for resolved tickets manually, if one needs to send it despite surveys being automatically sent once the tickets are closed.