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.
"Canned responses" are pre-saved help desk messages that can can speed up your customer support preventing you from typing the same thing over and over. And it is a very common feature in many help desk systems.
Data privacy and protection issues have been big news over the last few years.
In 2018, the European Union enacted the GDPR, a wide-reaching set of regulations with the purpose of promoting data privacy.
Is your company building or expanding upon IT Service Management options?
If so, you’ll see the terms ITIL and ITSM come up with some frequency. Given that the acronyms sound so similar, there’s often confusion over what they really mean and how they function.
