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.
Today’s enterprise help desks are seeing some huge shifts in how they operate.
New technologies are being developed constantly, allowing for broader services and more intelligent monitoring. Priorities have been changing too, particularly with more of a focus on the employee experience of the help desk.
Our SaaS helpdesk was experiencing some sluggishness this Sunday and I thought I owe our customers an explanation on what was going on. So here's a quick&dirty raw post with the technical details.
Your helpdesk staff play a vital role in your company.
They provide a “voice” for your users and effectively, represent your team or company’s commitment to service as a core part of their everyday work. It’s important that those people who have multiple interactions with clients have the best skills to effectively represent you.
Your internal helpdesk provides a vital service for the company.
