A Help Desk is designed to be the first point of contact for customers when they have requests or problems with their technology services. And you, as the technology service provider are responsible for addressing those issues as quickly and efficiently as possible.  It is essential, then, to ensure a strategic method of managing this single point of contact for requests and issues. This will include tracking inbound and outbound ticket processes, escalation procedures, and ticket resolution.

Good luck finding clients that are ok with issues slipping through the cracks and hanging out there for extended periods of time.  People just won’t stand for it, so to ensure this doesn’t happen, check out our Top 5 Best Practices for your Help Desk.

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Everything is a Ticket All incidents and requests must be a ticket to properly capture all work performed, regardless of length, nature, or severity of the request.

Keep Customers in the Loop Leverage Closed Loop to communicate with the customers. You should be updating them on progress and the status of their service requests.

All Roads Lead to Rome Rome being your service boards, everything ends up as a service ticket on your service boards regardless of the source. The service board is what then controls your next step through workflows.

My Life is My Service Board Help Desk employees work service tickets on their assigned service boards in order of assignment and the service level agreement’s priority, urgency, and impact.

All Time, All of the Time, On Time All employees must enter all time worked, on everything they work (all of the time), as it happens (on time).

Increase Service Team Efficiency

5 tips to remove the chaos from your help desk processes.

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Increase Service Team Efficiency

5 tips to remove the chaos from your help desk processes.

Download the eBook
Craig Fulton

Craig Fulton

Craig’s IT career began in 1995, with a letter from the U.S. Marines declaring that his specialty would be ‘Small Computer Systems.’ He achieved certifications in Lotus, Novell, Microsoft, and Cisco. After the Marines, he...

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3 thoughts on “Top 5 Best Practices for your Help Desk

  1. Is there a way to continue the conversation in ConnectWise? Currently, I have it set so that the initial ticket (from our website or other source) is entered into ConnectWise, but when a customer replies to my email I need to manually enter this new information into CW. Is there a way to have replies/conversations automatically entered into my CW account? Thanks!

    Matt

  2. 100 percent agree with you that ” Everything is a Ticket ” for accountable helpdesk support. And, all employees must enter correct time.

  3. Hey Craig, I liked how you said that everything must be a ticket so all work is properly captured. Good quick tips, thanks!

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