Why It's Time to Trade in Your Shared Inbox for a Ticketing System

Are you still using a shared inbox for the help desk or support function?

It’s common for businesses to implement a shared inbox during the early stages, especially while their operation is still small. Shared inboxes can work while you’re still small enough to manage volumes, but often start to fall apart as you get busier.

How to Get Actionable Insights Through Your Help Desk

The help desk is a hub for many activities.

Primarily, it’s about providing excellent service or support to customers and users. However there’s another worthy cause your help desk is in a prime position to assist with: gathering insights that can help make improvements within the company.

In fact, you could say that doing so is optimizing how you use help desk resources. Actionable insights could make a huge difference and help your company to take a proactive stance.

What is an Enterprise Help Desk?

We love operating in the IT world, but it's definitely full of jargon!

In the space of help desks or service desks (the two terms are often used interchangeably), a commonly asked question is, what is an enterprise help desk?

Why Values and Culture Are Important for Successful Help Desks

5 Great Ways to use Helpdesk Automation

Change can be scary. When you get comfortable and familiar with a particular process, it can feel strange to move beyond what you’re used to. While certainly different from the older way of doing things, automation creates a better experience for your team and your customers alike.

Managing Your Help Desk Statistics

What are the bottom-line factors that tell you if your help desk is doing a good job?

When you look at it from a business-growth perspective, customer satisfaction and experience are the keys to success. What you do directly impacts how customers view the company and whether they stay with it.

Help Desk Agent Burnout is Real: Here’s What You Should Know

How busy has your help desk been lately?

Many companies have found that the workload on their agents has increased considerably, especially over the pandemic and with more people working remotely. Even under normal circumstances, the help desk agent roll is often a pressure cooker.

6 Ideas for a Streamlined Help Desk

One of the key challenges that most help desks have to juggle is managing time.

You’ve got constraints in terms of budget and number of assigned technicians or agents you can have, and you need to balance that with the workload coming through your help desk.

This makes streamlining and finding the most efficient operating strategies extra important. Sometimes you’re being asked to do “more with less,” while your users have high expectations of your service delivery too.

Here are a few ideas on how help desks can streamline:

Helpdesk Job Description

If you're lucky enough to be hiring right now, you already know that candidates are swamping the job market. Even more so than usual, helpdesk jobs are hot commodities, and many people are interested in them. So, what's the best way to ensure that you get the candidates that fit perfectly for your needs? It starts with writing a helpdesk job description that encompasses everything that your team finds valuable about support.

In this blog post, we'll break down how to write a helpdesk job description fit for a support pro and also provide you a template to take and use as you see fit.

How Helpdesk Automation is Streamlining Efficiency

One of the hallmarks of a successful helpdesk is operational efficiency.

While we’ve come a long way since the early days of helpdesks, there are still many companies that are using manual processes for prioritizing, assigning tickets and taking care of other key tasks.