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I posted a couple threads regarding average open times and response rates previously, saw each post received lots of views but no discussion. Is anyone using the reporting capability of Web Help Desk for reporting metrics of Key Performance Indicators (KPIs), or the fact that there's little to no discussion of WHD with…
In my previous articles, I’ve looked at the challenges and decisions people face when undertaking digital transformation and transitioning to a hybrid cloud model of IT operation. Whether it’s using public cloud infrastructure or changing operations to leverage containers and microservices, we all know not everything can…
I want 1st response metrics to be based on the first note visible to the client, not a hidden note in which a tech provides advice on how to handle the ticket the came in assigned to another tech. Perhaps add a config option that "sets" the 1st response time to the first email sent to the client in the event that is the…
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