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7 Signs Your Help Desk Needs Help

04 Dec 2015 - Mickey Farrance

Smart Business Process Management can help improve your help desk service.

Accept support requests from multiple external sources and route them to the proper support level, improve your knowledge base, and ensure your SLAs are met.

 

1. Your company needs a lostand-found (for tickets that get "lost" and are never completed)

Do you know exactly how all tickets entered into the system are treated?

Define the appropriate ticket routing, and apply internal business rules that determine how requests should be re‐routed when employees are out sick or on vacation ‐  your help desk process can be connected to, so absences are taken into consideration. Use automated, periodic reminders to alert support personnel (and supervisors) via connections to internal email or other communications media if deadlines enter the “danger zone” of possibly being missed.

 

2. Your escalator goes to the stars

How does your escalation process work?

If help requests are escalated too fast, your deep support people are being bothered unnecessarily, maybe event in the middle of the night! If help requests are not being escalated fast enough, frustrated customers are wasting their time talking to first‐line support level techs who can’t address their deep technical issues. Define specific paths and rules for issue escalation – send support tickets to the appropriate level quickly.

 

3. Your customers are developing scary Google-fu

Is it too difficult for them to find answers in your system?

Then they’re searching publicly for simple help solutions‐  on your proprietary product. Make it easy for them to send their issues to the right support person promptly, and automatically connect customers to the appropriate level of your own knowledge base.  Let your customers feel that their support needs are actually well supported.

 

Find out more in the 7 signs document

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