Oct 1 2020
Automated Chatbots: How Are They Progressing for Helpdesks?
One of the major developments over the last few years is the use of automated chatbots for help desks.
One of the major developments over the last few years is the use of automated chatbots for help desks.
Your IT help desk plays an important role in the everyday running of the company.
It's a resource that users or employees are turning to in order to get on with their jobs, so what the help desk does can have a real impact on how well everything else goes.
When you’re tasked with managing a help desk, it’s important to have some key metrics in place for measuring the effectiveness of your operation.
Metrics are what let you know if you’re improving, declining or remaining steady in key areas. Notably, whether you’re managing a help desk or a service desk, they remain pretty much the same. Key metrics are focused on the use of your service and your service delivery.
HIPAA is one of those things that not every help desk requires, but when you do need it, it’s critical that it is done right.
Should your help desk enable single sign-on (SSO)?
SSO is one of the features we offer at JitBit, via four possible methods. Having SSO provides a number of efficiencies to help desks, but naturally, people have questions about it first.
It’s fair to say that 2020 has been kind of crazy so far.
While the pandemic has impacted us on a global scale, it has been a unique and often worrisome environment for all affected. Our team here at JitBit have been taking precautions along with everyone else, but of course we’ve also been able to continue working.
Do you often receive feature requests through your support desk?
If your company sells software or other services, there's a high chance that people will come to you with their ideas for what they'd like to see you do next. The question is, what do you do with those suggestions?
Every service desk should have standards, metrics and SLAs that they monitor and strive to live up to.
You could argue that no metric is more important than the impression of your users. They’re why you exist, right?
Helpdesk ticket priority levels are the definitions your support team uses to determine how quickly a ticket needs to be handled, along with any escalation steps that need to be taken.
How did you operate a support or helpdesk environment in the early days of your business?
For many companies, starting out with a shared inbox is the norm. All helpdesk emails go to a common email address and multiple employees have access to that inbox.
