Time and again, when an organization grows, so do the problem tickets on the help desk software console. In an ideal situation, all help desk tickets can be addressed one by one. Inevitably, you get ticket flooding. Fortunately, there are ways to avoid drowning.
A recent SolarWinds help desk survey (April 2013), showed:
- 78% of the respondents’ organizations (of 500 employees or less) process up to 50 help desk tickets a day
- 65% of the respondents’ organizations (of more than 500 employees) process more than 50 help desk tickets a day
- Over 30% of the help desk professionals work on more than 10 tickets a day
- Over 75% of the respondents spend more than an hour on troubleshooting and ticket resolution
- More than 48% of the respondents spend more than an hour just managing and tracking tickets
Now, it’s obvious that automation is a key aspect in addressing ticket volumes. But, in which areas is it most useful?
- Employee self-service: Effective knowledge base management helps the end-user to automatically find fixes to common/recurring problems. This feature not only enables shorter turnaround-time for ticket resolutions, but also reduces the load on help desk professionals.
- Email to tickets: The help desk software should support IMAP, POP, and exchange protocols to automatically convert incoming incident emails into trouble tickets. Also, automatic email alerts ensure that SLAs are honored and no job is left unattended or unassigned. Well, it’s a known fact that unattended/unassigned tickets pile-up!
- Automatic alerts to tickets: This is the best part. Imagine ticket integrations with network and systems management software in your IT environment. Help desk tickets can be triggered automatically based on network and system alerts. This enables help desk professionals to get notified of the issue immediately and act on it (e.g. notifying users of downtime duration), evidently avoiding multiple tickets being raised for the same issue.
- Task management: In situations where there are repetitive tasks with multiple workflow dependencies and numerous support teams (e.g. new employee induction involving the HR, IT and finance teams/procedures), automated task management comes to the rescue. Custom task elements and event-based workflows help you streamline ticketing and task management with ease.
- Asset management: The facility to automatically discover assets based on IP-range/subnet, and keep the data fresh by periodically polling, solves most headaches associated with erroneous manual procedures. Apart from being erroneous, manual processes will increase the time taken to troubleshoot and resolve tickets, resulting in missed SLAs.
SolarWinds® Web Help Desk™ is 100% Web-based and packs in all the aforementioned features, enabling an automated help desk environment that will address of ticket volumes with simplicity and ease.
What are you waiting for? Take a test drive today!