Aug 31 2019
5 Must Have Components of an Internal Help Desk system
Your employees are your business's most valuable ingredient. And dealing with internal employee-facing issues is just as important as solving the customer-facing ones.
Your employees are your business's most valuable ingredient. And dealing with internal employee-facing issues is just as important as solving the customer-facing ones.
At Jitbit only two people have access to the entire company infrastructure - me (Max) and Alex. If something goes terribly wrong and the team can’t handle it, one of us has to get online and fix it. And we learned how to handle it pretty well over the years. Like everyone else, we do have occasional downtimes, but we never had a major outage in 10 years. The longest one we had lasted two hours and that one was planned maintenance taking longer than expected.
Believe it or not, we also take vacations occasionally. Here is how we do it:
We are very proud and super stoked to announce a new help desk feature: you can now capture a screenshot or even record an entire video of your screen and attach it to your tickets. No extra software required, just use any modern browser.
Our help desk software sends and receives about 22,000 (22 thousand) emails per hour.
That's more than half a million emails every day.
Since most of our helpdesk customers are sysadmins we are starting a new series of posts in our blog - targeted specifically at server administratorss. Resolving common server issues, handy tools reviews etc.
My company - Jitbit - is an all remote company. We are 100% distributed, we don't have an office and our teammates literally work from around the globe (currently it's the UK, the US, Latvia, Israel and Turkey).
So it might seem strange for me to warn people against remote work. But let's have a look from the employee's angle.
This is what you need to know when you're about to work for someone remotely and internationally.
How about a definition from someone's who actually builds one.
Most of our companies are medium to large sized teams with at least five helpdesk agents. A lot of them also have strict SLAs - you are obligated to reply to tickets within a certain amount of time.
This product update is for the hosted customers only, not the on-premise ones.
As you probably already know, we provide a built-in email address for every client. For example, if your helpdesk name is "company.jitbit.com" you also get the "support@company.jitbit.com" email address out of the box. Any email sent to this address instantly creates a ticket or adds a reply to an existing ticket.
I've dug some data from various sources and created this simple animated chart for browser market shares from 1993 to 2019.
