The most recent content from our members.
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: *…
It’s this time of the year that so many of your IT staff will go on vacation. When you know you are going to be under-staffed to handle service requests, it is only wise to strategize and implement some best practices that will help your IT teams ensure they don’t get overwhelmed by help desk tickets, and at the same time…
You don’t need to believe in Murphy’s Laws to realize that one or all of the following will happen, just at the right time: * Server failure * Application failure * SQL crashes Now, multiply each of the above points with the number of servers, applications, and SQL databases you might have in your IT environment.…
Imagine a complex IT network environment supported by a help desk system, both working in silo. Here are the top three challenges in such a scenario: * Manual ticket creation for the network issue(s) * Fragmented/duplicate help desk tickets for similar network issues * Conventional/time-consuming ticket follow-up, status…
What comes to mind when you think of good help desk software? Ticketing? Automation? It’s probably not just one or two features that make you love or hate a particular help desk product. It’s the entire feature set—the sum of all the parts—that makes or breaks the deal. According to a recent help desk survey conducted by…
Why do we need reporting in the first place? Efficient help desk ticketing management starts with measurement. Reporting is one key feature of help desk software that enables management to see technician performance, pinpoint the most troublesome dilemmas, find the customer’s location, and make informed decisions. From a…
One of the most basic yet overlooked functions of help desk software is the ability to receive the problem from the affected user, register it, and relay the issue to help desk staff. Sounds simple, doesn’t it? More often than not, it is this ‘communication’ requirement of help desk software that creates the disconnection…
A large number of IT help desk tickets… A series of repetitive tasks... Many different support teams... Multiple workflow dependencies... A perfect recipe for a chaotic and underproductive work environment. In situations like this one, the ability to manage all your tasks seamlessly with a single help desk solution is…
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